Roaring Heights payment issue, Aurora Skies won’t download & missing Store items

Question

Hi EA Community,&nbsp;I’m reaching out here because I have three major issues with The Sims 3 Store, and I have been unable to reach EA live chat support despite multiple attempts. At this point, I feel like I have lost my money without receiving what I paid for.&nbsp;Roaring Heights – Payment "Unconfirmed" I purchased Roaring Heights, and the money has been reserved on my Visa card (Nordea). However, the transaction is still marked as "unconfirmed," and the world is not in my Purchase History. I was told by EA support to wait 24-72 hours, but this has never happened before with my purchases. I have always received my Store items instantly. Now, I’m really worried that I won’t get the world or my money back&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;Aurora Skies – Download Issues I already own Aurora Skies, but when I try to download it, the store logs me out and asks me to sign in again. No matter how many times I try, I can’t download the world. I have already tried: Clearing my browser cache Using a different browser Logging out and back in manually Nothing has worked, and EA support hasn’t given me a solution.&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;&nbsp;Missing Store Content – Asking Me to Pay Again To troubleshoot the Aurora Skies issue, I uninstalled my Store content. But now, the store is asking me to pay 2,424 SimPoints again for content I already purchased. I just spent 113.12 DKK + 75.24 DKK on SimPoints, and now I feel like I lost my real money without getting anything in return. What can I do?&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Has anyone else experienced this? I am incredibly frustrated because I have spent real money but cannot access Roaring Heights, Aurora Skies, or my previously purchased Store content. I need to know how to fix this and get my items back. Any help or advice would be greatly appreciated! Thanks in advance.

ea_solaire · Answer

Heya 633771cba91559fa&nbsp;
If you're having issues with these purchased worlds, we'll need the live support team to review your account and billing details to see what's happened- here on the forums we don't have access to your account information to take a look.
Please submit a new help request here so the team can take a look with you and help you access your content.&nbsp;

633771cba91559fa · Answer

Hi EA_SolaireThank you for your response. I have tried to submit a new help request, but I am unable to access the live chat. There doesn’t seem to be any chat button or option for me to click on. I have followed the steps as instructed, but I am stuck because I cannot reach support through chat. &nbsp;Is there any other way I can get help with this issue? &nbsp;Best regards &nbsp;

puzzlezaddict · Answer

633771cba91559fa&nbsp; Try this link:
https://help.ea.com/en/help-contact-us/?product=the-sims-3&amp;topic=missing-game&amp;category=manage-my-account&amp;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. &nbsp;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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Roaring Heights payment issue, Aurora Skies won’t download & missing Store items

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