Sims 3 DLC removed from account
Sims 3 Into The Future Expansion Pack doesn’t show up in the Sims 3 Launcher under expansion packs, despite being listed as owned and installed in the EA App. (It used to work fine). The base game and all the other expansion packs work/play without issue.
I have had an open case with EA “Help” and have contacted them numerous times via email and chat over the last 3 weeks and they have been entirely useless. I have conducted extensive troubleshooting and have exhausted everything on my end including:
- Uninstalling, re-downloading and installing the Sims 3 and the addons/expansion packs I own, including installing to a different install location.
- Used the EA App repair function.
- Uninstalling and reinstalling the EA App.
- Clearing the EA App cache.
- Running a CCleaner to clean registry files.
- Running EA App in administrator mode, with background tasks and antivirus software disabled.
- Restarting my system (yes thanks (IT Crowd) EA Help).
I have asked whether the game entitlement has been removed from my account. I provided EA Help with my product code and they seem to suggest that it is indeed in my account. So I assume I don't need to rebuy the expansion pack?
In the latest chat with EA Help they have told me that they’d made some changes on my account and it should be fixed, it is not! They finished today by saying they have exhausted all the troubleshooting steps and have requested that I post this here so a community manager can have a look and help me further.
I would appreciate any help you could give me.
(Apologies if I've posted this in the wrong place).
Thanks, it sounds like this pack was removed from your account and you would need to repurchase in order to access and play. If you're not seeing an option in the EA app to purchase this pack, it may not be fully removed from your account.
This isn't something we can check on over AHQ as we don't have access to your account information, but live support can check your entitlements for Into the Future and see what's happened. Please submit a new case on the site here so they can look into this again- be sure you attach this AHQ conversation when you reach out there so the team has further information to reference.