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Eglixus's avatar
Eglixus
12 months ago
Solved

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 an...
pc
technical issues
  • EA_Solaire's avatar
    EA_Solaire
    12 months ago

    @Eglixus 

    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. 

bageIek's avatar
bageIek
4 months ago

I bought my sims 3 copy and a few dlcs years ago (physical copies), and in April or May this year I downloaded them on my pc. I could play the game with no issues, then I stopped for a few months and today I wanted to play again. But I got a popup- it says my game ownership was disabled or deleted, and that my access to the game has been restricted. The popup had a link to a help site, but there was absolutely nothing related to my case there. I looked into my account bans/restrictions, but that tab was completely empty. 

I've never given away my codes, I only used them twice- on my current ea account and on my origin account from years ago that I don't remember the login information to. My ea app is updated to the latest version. I tried clearing the cache and restarting the app, then restarting my computer, but that didn't do anything at all. Sims 3 isn't even listed as my game in the library, even though I have it downloaded. 

I can't get the games back by simply redeeming the codes from the boxes again- it says they have already been redeemed and blocks it. I have no clue what to do now, any help would be appreciated.

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
4 months ago

Hey @bageIek,

Sorry for the confusion here. The ban section of the account page will show certain types of account-wide bans, but not all actions for every game will show up there.

In this case the entitlements for your games and expansions appear to have been disabled as you mentioned, rather than an account ban.

Please review the details on the first page of this thread for more info and reach out to support directly so they can clarify and assist further, thanks! 

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