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FlyingPotato659's avatar
FlyingPotato659
Seasoned Ace
9 months ago
Solved

EA unable to grant me missing expansion pack after Account Merge

Hi,

I had two accounts with registered expansion packs and I asked EA to do a merge. The merge happened and I was able to pick up all of the expansion packs from the previous account onto the primary account.

However The Sims 3 pets that was registered in the previous account was not merged into my primary account. I contacted EA for help and they said that they are unable to grant me this expansion pack even though it has been registered on the previous account. They did not give me a reason even though I have confirmed that I have the serial code for this DLC that was linked to the previous account...

Anyone come across this weird issue?

 

technical issues
  • EA_Solaire's avatar
    EA_Solaire
    9 months ago

    Hey there FlyingPotato659 

    If you're missing a pack after an account merge, live support would need to review this further with you and manually grant that missing pack to your new EA account- this isn't something we can do over the forums as we don't have access to your account details.

    If your other packs aren't working as well after a merge, those would need to be removed and re-added with live support so you can access them again.

    Please submit a new help request on the site here to speak with live support about this merge- I'd also recommend attaching this forum conversation when you reach out there so the team has further details to reference. 

5 Replies

  • FlyingPotato659's avatar
    FlyingPotato659
    Seasoned Ace
    9 months ago

    I would like to add that the other expansion packs that have been merged are not being recognised on The Sims 3 launcher. I can download them but the launcher does not recognise them

    The same EA agent said they can't see anything on their end on why it's not being picked up.... :/ 

  • FlyingPotato659's avatar
    FlyingPotato659
    Seasoned Ace
    9 months ago

    Tried clearing cache & repairing the Sims 3 game - unfortunately no success on these missing expansion packs :(

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    9 months ago

    Hey there FlyingPotato659 

    If you're missing a pack after an account merge, live support would need to review this further with you and manually grant that missing pack to your new EA account- this isn't something we can do over the forums as we don't have access to your account details.

    If your other packs aren't working as well after a merge, those would need to be removed and re-added with live support so you can access them again.

    Please submit a new help request on the site here to speak with live support about this merge- I'd also recommend attaching this forum conversation when you reach out there so the team has further details to reference. 

  • FlyingPotato659's avatar
    FlyingPotato659
    Seasoned Ace
    9 months ago

    Thank you for the response. I have tried to find the chat option but it does not seem to be available anymore.... not sure why.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    9 months ago

    FlyingPotato659  Try this link:

    https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

    Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

    Alternately, try using the help site without being signed in.  Some categories of issue allow you to proceed without an active login, and many of those offer the live chat option.

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