Forum Discussion

Seasoned Newcomer

11 months ago

Solved

"You don't have access" error

So I am having a very strange problem. I bought 3 packs, Toddler stuff, Kids room stuff, and parenthood. I was able to download them fine. Then one day they randomly were not downloaded. I went to the EA app and queued them up to download but it said there was an "Unexpected issue" and to try again later. So I did and the same thing happened again and again and again. Flash forward a few months, now when I try to download them it says I don't have access since I "don't own the game' and i have the go to the game hub to get the game. I am still able to play the game and all my other packs work just fine, even ones I bought after those 3. I don't know what to do and I really just want my packs back.

installation

technical issues

EA_Solaire
11 months ago
Hey there,

It sounds like this pack may have been removed from your account- this isn't something we can check for over the forums since we don't have access to your account details, but the live support team can take a look and see what's happening with your packs.

Please contact live support so they can check your entitlements for these packs by submitting a help request here: https://help.ea.com/en/help/faq/using-ea-help/

73 Replies

mackrandolph
Newcomer
1 month ago
I recently got a new MacBook and went to download my Sims 4 game on the EA app and I keep receiving an error message stating “You don’t have access. We’ve cancelled the download because you don’t own this game. To play, go to the Game Hub to get the game”. This is my first time trying to download the app on the EA app since it switched from origin. I tried all the troubleshooting tips including clearing cache, restarting the app, restarting my computer, deleting the app and redownloading and allowing full disc access in system preferences and am still receiving the same error message. I have plenty of storage on my Mac. I reached out to support but they said that they reported it as a bug and there was no time frame on when they would solve the issue. Has anyone else had this issue? Does anyone have any tips to gain access to my game.
Paranoid_74
Seasoned Newcomer
8 days ago
I've got this again: I have both Sims Medieval and the expansion. Looks like there's a bug or glitch that says that I don't have them purchased. I have the disc copy of both and then the digital copy.
Translates to: "You have the standard edition"
Translates to: "Without Access. We cancelled the download as you don't have this game. To play it, go to the store and purchase the game."
I want to play the game, but this happened to me before, like a year or so. I was hopping that by now something's been done to fix this.
EA_Solaire
Community Manager
7 days ago
Paranoid_74 I've merged your post into the main thread on this as it sounds like Medieval was removed from your account- please look over the accepted solution in this thread for more details.