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Hero+

Re: Unable to Redeem Game Codes

@hannockq I take it you've tried using different browsers, and perhaps a different device, to add your product codes? I really have no idea why you wouldn't be able to access your purchase history or the Redeem a Code screen.

Technically, EA customer support may be able to add the codes to your account, since they can remove and replace other items (like expansion packs) that aren't showing up properly. Then it becomes a question of whether you can download directly from the product pages; there's no need to use your purchase history. Can you see these pages while signed into the store?

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

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

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

If you know the names of other items you own, you can try downloading those from their product pages first, as a test.

As for how helpful customer support has or hasn't been, I don't know what to tell you. Most of the people who post here are other players, with the occasional EA community manager, but they don't handle account issues. If you want to hear from one of them, I can flag your post; I'm just not sure whether this is something that they could fix.

1 Reply

hannockq
5 years ago
Puzzle, thanks for the reply! I have tried everything. Different browsers, computers, OS, LANs, countries even. In 2019 the most helpful person I reached actually tracked down what was wrong: an old and obscure bug that is breaking my account. He passed it off to someone who recognized what it was, but it never got fixed. Recently I have had multiple EA staff access my account, witness what is wrong, acknowledge that it is weird, deserving of attention, and escalate my case. Then nothing happens. I go through the same set of procedures every time I call, with no results.
As to downloading it from the website, my understanding is that Dragon Valley, Monte Vista, Roaring Heights, etc. are different because they partnered with a third party (could be wrong on that), and the contract requires them to sell it for money, not simpoints. I can download Hidden Springs, but Dragon Valley/Monte Vista still only give me the option to purchase them. One of the times I called I was told they weren't able to add the content or simpoints to my account, that I had to redeem the codes on the sims 3 website. They have added simpoints/content in the past; when I originally first started playing and Riverview/starting points didn't get added, and they fixed that. I believe this specific content is different, or perhaps there have been permission changes for the people who customers actually talk to.
There are a lot of well meaning support people in EA, but the system is broken, and I am getting lost in it. I figure 2 years is enough time to start getting vocal.