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lilbmont's avatar
lilbmont
3 years ago
Solved

Dragon Valley not showing up Sims 3

Hi! So I purchased Dragon Valley for The Sims 3 through the EA app last night but it didn't show up in my game. I've tried everything - it says it's downloaded on the EA app, but doesn't show up in l...
technical issues
the sims 3 store
  • puzzlezaddict's avatar
    puzzlezaddict
    3 years ago

    @lilbmont  You should have received a product code in a purchase confirmation email.  Go to the Sims 3 Store site:

    https://store.thesims3.com/

    Sign in with the same email address and password you use in the EA App, scroll down to the bottom of the page, click Redeem a Code, and enter the code for Dragon Valley.  You should then be able to download it from your purchase history (Store > My Store Account > Purchase History) or from its product page:

    https://store.thesims3.com/dragonvalley.html?categoryId=12642

    If you never received a code, please check the store site anyway.  I don't think the world would just show as owned automatically, but it's easy enough to look.

EA_Solaire's avatar
EA_Solaire
Icon for Community Manager rankCommunity Manager
2 years ago

Hi there @digger123lack,

Sometimes there can be an issue with these world codes being auto-consumed on purchase, which makes them unusable on TheSims3.com. In this case, live support can issue a refund for this purchase since you're not able to use the code. Here on the forums, we aren't able to process a refund for you as we don't have access to your account details, but the live support team can take a look with you and get a refund processed for this purchase.

Please reach out to live support by submitting a help request here so they can take a look with you. On the help site you'll want to select The Sims 3 as the product, then PC-> Manage My Account-> Manage Payment Details and you should see a live chat option there. If you have any issues with the help site, you can let me know!

digger123lack's avatar
digger123lack
2 years ago

Unfortunately I have tried but another issue has arisen. I can’t get ANY support. I’m not sure why but the site either crashes, the drop menu’s don’t allow me to click on the option I want, or the page  doesn’t stop loading. I’m stuck and I don’t know what to do. No matter how hard I try I can’t seem to contact EA at all. I’m stressing out and have actually cried a little bit lol. It’s not funny but if I don’t laugh I will genuinely start sobbing. Why does EA make it so hard to contact them?!

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @digger123lack 

    Let's clear your browser's cache and give the help site another go, if that doesn't work, try from a different web browser instead and let me know if that works for you please!

    • digger123lack's avatar
      digger123lack
      2 years ago

      I have done that and tried every other thing it tells me to do online. I get to the “Contact us” and put in that I need a new product code for The Sims 3 Dragon Valley and it says to just got to the community, but I was already told that they can’t do anything because only EA can resend a product code. 

      So instead i tried “didn’t receive content” where it takes me to “select topic” where I put missing content and then “select issue” and I chose “never received” and then select contact option. 

      it has now been loading for 2 hours. I tried again and cleared EVERYTHING on my computer, restarted, updated, deleted files, reinstalled everything. Restarted again tried again, opened a new browser, same thing. 

      I need to talk to someone (an actual person) who works for EA or sims or something Just anyone that can help because I can’t even get a refund for a game I was never able to play.

      I’m upset and heartbroken that EA is like this. They won’t even give me an email that I can contact, their help page is a joke.

      • digger123lack's avatar
        digger123lack
        2 years ago
        @digger123lack I have even tried to get help on different devices that are on different WiFi. I got my brothers and mum to try to access help (they live a half an hour drive from me in a different county) I was hoping it was my connection but nope, exact same issues getting onto the Help/ Contact us
  • Alita2012's avatar
    Alita2012
    2 years ago

    So i just got off a chat window with customer support because i have the same issue. 

    Apparently you can no longer play the dragon valley world. 

    I requested a refund 

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      2 years ago

      @Alita2012  Dragon Valley is still absolutely playable, and that goes for new copies too.  The problem is that the code sometimes (but not every time) shows as already used, and in that case, there's nothing you can do but get a refund.  Trying again might work out fine.

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