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soynyaa's avatar
soynyaa
Seasoned Newcomer
6 months ago
Solved

Unable to Install The Sims 4 After Account Recovery

Hello, A few days ago, my account was hacked, and I lost all my games. My library was completely empty. Thankfully, with the help of customer support, my games were restored. However, every time I t...
  • EA_Solaire's avatar
    EA_Solaire
    6 months ago

    Hi there,

    Please first clear the cache on the EA app with the steps here.

    If you're still seeing this error, you'll want to get in contact with live support so they can review your account details a bit further and see what's causing this for you. You can submit a help request by following these steps.

vicariouslysims's avatar
vicariouslysims
New Novice
2 months ago

Update:  every time I try to reopen the case.  The chat is refused and the case is automatically closed again.  What am I supposed to do at this point?  And if EA refuses to help me play the game I paid for, how do I get a refund?

williamabo's avatar
williamabo
Seasoned Rookie
2 months ago

have you checked the refund policy as the Sims 4 is free to play and I am also affected by the same issue as well I have contacted EA as well about this to receive help and support I also requested to submit this as a severe bug that locks out people from the Sims 4 on PC the steam version is also affected too 

  • vicariouslysims's avatar
    vicariouslysims
    New Novice
    2 months ago

    The Base Game is free but I've purchased all the expansion packs, stuff packs, game packs and most of the kits.  Now it seems that I'm blocked from re-opening my case but I'm still unable to play the game.  The lack of response here is telling.  I'm furious.  I'm not going to let this go until it is resolved.

    • williamabo's avatar
      williamabo
      Seasoned Rookie
      2 months ago

      I am afraid you aren't the only one I am also affected too I made a case for this issue and am EA agent was helpful to me about it the agent noted me as the first one to report it 

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