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 try to install The Sims 4, I receive an error message. This issue doesn’t make sense because The Sims 4 base game is free.Troubleshooting steps I have already tried:Installing the game from another account on the same PC – it works correctly.Installing the game on my account on another PC – it does not work.Clearing the cache.Uninstalling the EA App and running it as an administrator.Performing a clean boot of Windows.Support has not provided me with any additional solutions, and I have over 3,000 hours in this game. I really don’t want to lose access to it because of a hack. Please help me resolve this issue.I have attached an image of the error message for reference.

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.

Forum Discussion

soynyaa

Seasoned Newcomer

1 year 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 try to install The Sims 4, I receive an error message. This issue doesn’t make sense because The Sims 4 base game is free.

Troubleshooting steps I have already tried:

Installing the game from another account on the same PC – it works correctly.
Installing the game on my account on another PC – it does not work.
Clearing the cache.
Uninstalling the EA App and running it as an administrator.
Performing a clean boot of Windows.

Support has not provided me with any additional solutions, and I have over 3,000 hours in this game. I really don’t want to lose access to it because of a hack. Please help me resolve this issue.

I have attached an image of the error message for reference.

EA_Solaire
1 year 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.

76 Replies

whimsteriasims
Rising Rookie
3 months ago
Hey! I've been having the same issue for weeeeks – and last week (during probably my 20th support chat lol) EA Support said I was the first one to report this issue? Clearly a lie though. I have done the exact same steps as you, and the weird thing is that I'm able to install the game on my Mac – but not on PC. So there seems to be some sort of entitlement issue on PC.

Have you found a solution?
uhhbladez
New Novice
3 months ago
update: still haven't heard anything from anyone and am getting increasingly impatient, I have tried a few more fixes. I read that the ea app sometimes creates duplicate accounts for alternate logins and tested logging in with my phone number, google account, and email, and they all produced the same error. I also saw on another thread to try and force update the app by running the updater program which prompted an update that also didn't fix anything.
uhhbladez
New Novice
2 months ago
Nice that I get no help after contacting support agents multiple times and then they finally transfer me to someone else who just says make a forum post which gets completely ignored lol.
TomasSlb24
Seasoned Hotshot
2 months ago
Having the exact same problem, nothing works as well. Have not find a solution either from what I've searched. It's really pissing me off
BlazePlayyz
Rising Newcomer
1 month ago
Anyone find a solution to this as I am currently experiencing it and tried EVERYTHING! cleared the cache, restarted, reinstalled the app and I thought maybe it is a DLC giving me grief so I uninstalled everything but even just downloading the base game is giving me the same error!
I spoke to the live support but they weren't helpful, just directed me to the help forum and said they would report the bug
Ebonymills1
New Novice
1 month ago
when trying to play the sims 4 a notification saying game ownership disabled or deleted comes up despite playing fine yesterday, all expansion packs showed up as completed download and installed… to a game i apparently all of a sudden don’t own? i opened a live chat with ea and have been told their research team will look into it and to post my issue on here. this happened to me before and i was unable to play for about a year and suddenly 4 days it started working again. i have over 60 add on’s so it is a massive loss even though the issue clearly seems to be with the actual game not the packs.