Sims4 game and add-on was gone after 3 years not playing

Question

I bought and downloaded the cats &amp; dogs add-on 13.11.2020, and got the code from another website the day after. I was able to play this with no issues.&nbsp;I played through macbook and origin.&nbsp;It then changed to the EA-app.&nbsp;A few days ago i wanted to play again.&nbsp;First i could not log into my account, and my email would not get any of the 6-digit code for resetting the password.&nbsp;I talked to support and got help adding a second email-adress. I could now log in, but the library was empty.&nbsp;I redownloaded sims4, but the expansionpack was no longer there.&nbsp;I tried to reinstall the EA-app, but nothing was different.&nbsp;The website i bought the code from is no longer online, and their email is disconnected.&nbsp;I have te receipt and the code i bought, but i the code is useless since i have added it on my account in 2020.&nbsp;Is there any way I can get access to the add on?

ea_cuervo · Answer

Hi&nbsp;@lenekvaal,

If you managed to redeem the code once and access the content, you just need to find out which account the code is registered to. To get assistance finding the account, you can&nbsp;contact EA Help Support as they should be able to help with that. You will just need to provide them with your game code and they should be able to find that out for you.&nbsp;

lenekvaal · Answer

Ty for replying&nbsp;@EA_cuervo&nbsp;i tried that, but they told me to ask here so hopefully someone else could help me out, and in case someone else had this issue.the code was from another website that’s now closed, and I can’t redeem it again. It should have been on the account I’m already playing on, but after the update I could not find it anymore.&nbsp;I was able to play it for a while. Then I took a break and my account was down and I needed a new password. I had to get help to log in again, since I could not ask for a password change for myself.&nbsp;I did send the game-code, and screenshot of the receipt, but got told to ask here so I might get help/answers, and they would look into it.&nbsp;im not sure what else to do.&nbsp;

ea_cuervo · Answer

@lenekvaal Thanks for your reply,I'm sorry to hear that you didn't get things sorted when contacting support. If the code is not on the account that you're playing at the moment, it's very likely that it is redeemed on a different account that you might have created in the past when you purchased the code. As you're unable to find the account yourself, you could try providing the game code to the EA Help Support team and ask them for their assistance in recovering your old account.In case you contact them again and they're still unable to locate and recover your account, please let me know.

lenekvaal · Answer

@EA_cuervo&nbsp;I got this sorted now.&nbsp;I went through all of the emails I knew of.&nbsp;and it was on one I don’t use.now I finally can play again.&nbsp;thanks for reminding me of going through them all.&nbsp;now I just need to figure out how to change it to another email☺️

ea_cuervo · Answer

@lenekvaal&nbsp;I'm glad to hear you got this sorted 🙂&nbsp;You can find instructions on how to update the details of your EA account in this article:&nbsp;How to update your EA Account

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Sims4 game and add-on was gone after 3 years not playing

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