For posterity, this is the conversation I had with the agent. The ___ is where my name was mentioned.
Katherine V.:Thank you for contacting PlayStation, my name is Katherine V. how may I assist you today?
Remember: Please do not refresh your screen as it will disconnect the chat session. Thanks!
Me:Hi, I purchased NHL 21 Great Eight edition today
Me:It is supposed to come with 16 premium HUT packs, that are supposed to be instant delivery but I never received them.
Katherine V.:I’m really sorry for the inconvenience you are experiencing with your purchase. I’ll be more than happy to help you today. In this occation we will be working with the account you started the chat with. Allow me a brief moment while I pull out your Account.
Me😕ure
Katherine V.:Could you please help me to follow these steps ____:Step 1: Close the game in question.Step 2: Log into the PSN Account that purchased the content in question.Step 3: Go to Settings > Account Management, and select Restore Licenses. Click OK when done.Step 4: Go to the PS4™ Library > All section to find and start the game.Step 5: Check and see if the content is avaible.
Me:Where do I log into the PSN Account, online or on my PS4?
Katherine V.:On the PS4 please.
Me:Just restarting the game now to see.
Katherine V.:Sure, please let me know ____.
Me:I just logged in but no luck
Me:nothing there
Katherine V.:I understand ____, let's try something else, do you have your PS4 as primary? If so, please deactivate and activate it back, select (Settings) > [Account Management] > [Activate as Your Primary PS4] > [Activate]. Once you finish access to the game again please.
Me:ok, I'll try it
Me:just restarting the game now.
Katherine V.:Sure, please let me know.
Me:no, still nothingMe:I've tried both ways, but nothing has worked so far.
Katherine V.:Could you please try these:From the home screen, go to [Library] and select the "Purchased" folder. Select the game > [PlayStation Store] > [Your add-ons].
Me:I don't see a section for "Your Add-ons" Me:There's only a generic "All Add-ons" with just NHL21 points pack
Katherine V.:I see ___ in this case I was checking and all the content was added to your account, since we already try all the troubleshooting steps availables, my best recommendation will be to get in contact with EA to get a better assistance, so they can tell you where to find the content, here you have the link https://help.ea.com/en/
Katherine V.:Is there anything else I can help you with?
Katherine V.:I’m sorry to bother but I would like to remind you to please keep the chat active so we avoid the chat timing out.
Me:ok
Me:The EA site does not seem very helpful, and no live chat seems to be available. The best I can manage is an email it seems.
Katherine V.:I see, I'm really sorry ___ may be they are out of operations, you can try tomorrow on business hours ___
.Me:ok, thanks.
Katherine V.:Thank you so much for contacting us. We’re PlayStation, where the greatest play. Stay safe!
