Previously purchased worlds not showing as owned in store

jgonz920  The "you own the store" status doesn't mean you own absolutely everything, just a certain (very high) percentage.  So that's not proof, unfortunately.

To be sure, you've gone through your entire Purchase History and confirmed that neither world is present?  Do you still have an email receipt for Monte Vista?  That would need to have been purchased with real money, not SimPoints, so maybe you still have documentation somewhere.

You could also check your Order History on ea.com, although considering how many Store purchases you've made, this might not even load.  Still, it's worth checking.

Thanks for the reply. I found the receipt in my email history. I apparently purchased it physically through Best Buy. 

jgonz920  With the receipt, and hopefully a code attached, you might be able to get somewhere with EA customer support.  It may be possible for a support rep to look up the code and figure out what happened to your purchase, then go from there.  But keep in mind that Store content doesn't survive an account merge, so if it's somehow attached to a different account, there wouldn't be anything you could to to keep all your Store stuff.

Still, it's worth a conversation.  I would strongly suggest using the live chat option rather than email.  If you don't see it, 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.