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sblackrose's avatar
sblackrose
Seasoned Ace
1 year ago

Missing expansion pack from EA app

I bought the sims 3 showtime in 2012 on preorder, even have the invoice from amazon. I moved to my new PC and this EA app now wants me to buy showtime again. No reason for it to be gone, I had it installed through origin and it was on the EA app last month on my old PC. Contacted EA help chat and their answer is that they want me to ask Amazon for a refund for a physical game I bought in 2012 that I still have the invoice for and rebuy again through EA. Apparently they can lose access to games you bought and demand you repurchase them if they werent bought through EA directly. This is obviously completely unacceptable but the agents just keep disconnecting and then when I say whats wrong they send me to another agent who wants me to do the absurd or just force me to repurchase. Is it really EA policy that they can revoke access to your games at will and then force you to buy them again?! Also to note-I do not share a PC or my sims games, never have. I bought all sims 3 as preorders and put the codes into origin years ago. They should be able to see my history and this is ridiculous.

pc
technical issues

2 Replies

  • EA_Cath's avatar
    EA_Cath
    Icon for Community Manager rankCommunity Manager
    1 year ago

    Hey @sblackrose , this is odd, we have less visibility than support here so we most likely will have to redirect you to them but we can try to see what could have happened.

    First thing first, verify that you are using the right account to login (same credentials, same username, etc). You may have checked this already but sometimes a missing game is just a game that was registered on a separate account.

    If your credentials are correct, do you still have the registration key by any chance? If you provide it to an advisor, they should be able to locate the game and our tool should give them more information as to why it's not showing on your account.

    Or if you try to use it in EA app, it should give you an error message (because it has already been used) and I'm curious to know if the error message tells you that it has been used already in general, or if it has been used on the same account.

    Let me know!

  • sblackrose's avatar
    sblackrose
    Seasoned Ace
    1 year ago

    Thank you so much, I am frustrated but want to assure you its not at you at all. I appreciate you doing your best. Its hopeless if you can't help. Support is absurd. I've since found an 128 page thread on answers HQ where multiple customers have been experiencing this bug since at least may but despite knowing about it EA isn't interested in fixing the issue. 

    Yeah its the right account, as I say I was playing it last month on my old computer, don't share a PC or games so there is no reason for it to be somewhere else. I likely do, its just in storage and will take a lot of energy I don't readily have to find it (I am disabled) and I don't want to use my valuable limited carer time on having to search out a CD disc because EA have a bug they aren't fixing. I know I'll have to because they are being difficult but I wish there was actual customer service instead of chat with no interest in fixing anything. As its been going for months you would think by now it will have been addressed or responded to by EA. 

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