Re: Sims 3 expansions not showing up in game launcher after account merge

I installed my Sims 3 games again (all the expansions plus Town Life Stuff) but only 4 of them (Generations, Into the Future, Pets, Town Life Stuff) show up in the launcher under the 'Expansions & Stuff' tab. I've tried multiple times to uninstall and reinstall, restart my laptop, using EA App (which I loathe), using Origin, using Revo Uninstaller and still no luck. I sent a thing into the EA Error Reporter yesterday but haven't heard anything back yet. I purchased all the games legally over the years (some on disk before Origin was a thing and then the others via Origin) so I don't think it's a validity issue. I'm not sure what else to do at this point. If anyone has any suggestions, please let me know!!

EDIT: I forgot to mention that the games were originally on a different account but then I got them moved to my current account.

EDIT: I've also tried to clean boot my laptop. I've spoken with EA Help but unfortunately they weren't able to, well, help.

Hi @mollywobbles27,

Are these expansions showing as owned and available to install from your EA app game library, or are they missing there as well? 

@EA_Solaire 

They're under the add ons section and it says they're all installed but only the 4 games I mentioned are showing up.

@mollywobbles27 

Alright, in this case it sounds like we need the live support team to review your account details and check your Sims 3 entitlements to ensure you had them all properly moved over after your account merge. You may need new entitlements granted to your account. We're not able to review these details with you here on the forums since we can't access your specific account details on AHQ.

Please contact live support by submitting a help request here- I'd also recommend you attach this AHQ conversation when you reach out there so live support does have something further to reference. If you run into any issues getting in contact with that team, you can let me know! 

Still no solution. Waiting to hear from the 'EA Game Team' via email for some kind of answer.

Still no solution. Still waiting to hear from the 'EA Game Team' via email for some kind of answer.

Still no solution. I've sent another email to the Help Center and am waiting to hear back.

Still no solution. I don't feel like I'm being listened to via email. Might have to try the live chat again.

@EA_Solaire Is there anything else that can be done? I tried to get the entitlements but they said they have to send the issue to the 'EA Game Team' for further help. Is there such a thing or am I being placated?

@mollywobbles27 

I'm sorry to her you're having issues getting through to live support about this! However it does sound like your case was sent along to further representatives better equipped to handle these specific cases. I'll be checking back in with you Monday and we'll see what progress has been made on your case. 

Still no solution. Corresponding via email but every email it's the same three suggestions over and over again. Every once in a while I think I'm getting somewhere and then back to square one.

Still no solution. Chatting with a live rep again. Let's see if they can help. Please let them help.

Still no solution. Have to wait to hear back from the 'EA Game Team'. Sigh.

Still no solution. It's the weekend so I'm not holding my breath for a response but one can dream.

Still no solution. Waiting for Monday to possibly hear something back. Cross your fingers.

Still no solution. I know it's only the afternoon but I'm starting to lose hope of getting a reply.

@EA_Solaire I'm not sure what else to do at this point. I've heard of someone contacting the BBB and getting their issue resolved but I don't know if that's the course to take right now. Is there anything else that can be done?

@mollywobbles27 

Could you check your account again now please and let me know if those missing expansions are showing as available to install through both the EA app and the launcher? 

@EA_Solaire  The missing ones are almost all there but I'm still missing Supernatural. Whatever you're doing, please keep it up!!

@mollywobbles27 

Please check your account again now and let me know if you're able to access Supernatural as well. 

@mollywobbles27 

Glad to hear it's sorted for you now, thanks for this update 🙂

If you need assistance with anything else, don't hesitate to reach out again!