Sims 4 Island Living Won't Download

Hey everyone,

Sorry to hear you are running into issues to download the pack. I understand you want to play asap! The pack is now available worldwide so let me suggest some troubleshooting steps to try if you are unable to download the pack:

If you pre-ordered the game, make sure the payment was processed correctly. If the payment failed, you might want to check your payment method, cancel the pre-order and purchase the game again or get in contact with one of our advisers through EA Help: https://help.ea.com

If the payment shows as successful in your purchase history:

1. Try to download it from the 'Extra content' tab under The Sims 4 Details in Origin.
2. Clear your Origin cache as explained here.

Still nothing? Leave a comment below sharing some details about your specific problem and what you have tried so far so we can try to help.

Thanks,

-Mai

Hi, i pre-ordered the game on release and have been trying to download it since midnight. Its currently 5:20 and still isn't working properly. I checked my payment history and it says my card has been billed but my item might not have been received. I ordered a while ago so something is wrong here. I don't want to cancel and repurchase it since it was charged to my card. I have restarted my pc multiple times but still nothing. I am very nervous right now! ☹️

Same issue. I ordered it, it was properly billed and nothing happened. Tried the troubleshooting options above but nothing happened too. Is anyone even able to play or are there just some unfortunate people like us?

I can check again if it charged me. If it did then is it possible to get a refund for it?

@suruatonin Seems like the problem is only here for us who pre-ordered. I dont get why ☹️

I would really like to speak with someone from ea if there is any other way since i cant access the email associated with my account.

exact same thing has been happening to me, is there anyway to actually restarted everything i just really wanna play ☹️((( I preordered too!

@EA_Mai  Mine says processing, i'm just concerned if it charged me or not. 

@suruatonin that's very strange - you shouldn't have been able to purchase a game you already own unless it was meant to be a gift. One of our advisers should be able to help you with that. Please, use the following link: https://help.ea.com/en/contact-us/

@kirrahardiman EA Help advisors should be able to help you cancel your preorder so you can purchase the game again now: https://help.ea.com/en/contact-us/

@karhollar The game is now available worldwide. What error message are you getting? 

I just checked my bank, turns out they never charged me. I made my own account where i have access to the email, going to repurchase everything now.

@EA_Mai trying now thank u for ur help

good luck everyone !!

literally same I just spent the past 30 minutes trying to talk to the advisor people and they just kept passing me on to another one all because I cant access my email.... I honestly give up at this point its bull I just want to play ☹️

How does someone speak with an advisor?  I'm having this same issue as the others 

@AmandaSmith1221 

You need to contact Support. https://help.ea.com/en/contact-us/?product=the-sims-4&platform=pc&category=technical-support

Thank you.  Speaking with them now... but something tells me that this issue isn't going to be an easy fix.

I checked my PayPal and it says I didn't get charged, the only issue is now is that I don't have the money to buy it. This is isn't fair because even though it says I wasn't charged I could swear I spent that money. Where do I go to contact customer service?