Forum Discussion

Seasoned Newcomer

4 days ago

Solved

EA PLAY ISSUE

Hello,I am writing this here because the EA Help website is completely broken for me. After inputting the verification code, the chat queue freezes indefinitely, so I cannot contact support directly.I need a Community Manager or EA Staff member to help me with a critical purchasing issue related to The Sims 4.Recently, I subscribed to EA Play. Since then, the system recognizes 'The Sims 4: Get to Work' expansion pack as an item I already own (via subscription benefits).Because of this, the option to purchase 'Get to Work' individually has completely disappeared from my store page. Furthermore, I am unable to include it in a Bundle Pack that I want to buy right now.I want to permanently own this expansion pack by purchasing it through the bundle, but the EA Play subscription is blocking it. Could you please check my account status and resolve this issue so I can make the purchase?

account info

EA_LunardustCat
3 days ago
I have some good news. You should now be able to purchase that pack directly!

7 Replies

EA_LunardustCat
Community Manager
2 days ago
Got it, I’ll let the team know about this as well.
Wonka_vV
Seasoned Newcomer
2 days ago
Hi, I just followed your advice and tried to purchase the 'Get to Work' pack. Even though I tried buying it individually instead of as part of a bundle, I am still getting a payment error. Interestingly, when I purchased another Kit at the exact same time, that transaction went through perfectly without any issues. It seems like the problem is specific to the 'Get to Work' pack. Could you please look into this and check my account again
EA_LunardustCat
Community Manager
3 days ago
I have some good news. You should now be able to purchase that pack directly!
EA_LunardustCat
Community Manager
3 days ago
Regarding your feedback about being unable to purchase the expansion pack while subscribed to EA Play, I’ve also passed this along to the appropriate team.
EA_LunardustCat
Community Manager
3 days ago
Could you please double-check whether you have already disabled any ad blockers?

Also, please keep in mind that it may take some time to connect to an advisor, so you may need to wait on the page for a while.

If you open your case from the link in your email, does the page also freeze there?
Wonka_vV
Seasoned Newcomer
4 days ago
I have already tried the solutions you suggested, but the issue is still not resolved. I really want to make a purchase during this Summer Sale, but my expiration date is on the 23rd. Is this an issue that cannot be fixed?
EA_LunardustCat
Community Manager
4 days ago
Thanks for reaching out.

Regarding the chat queue freezing, could you try using a different browser, clearing your cookies/cache, or opening the EA Help page in private/incognito mode to see if that helps?

Also, may I ask how much time is left on your EA Play subscription? Another option may be to wait until the subscription ends, purchase the expansion pack, and then renew the subscription afterward.