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).

@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.

Forum Discussion

Eglixus

2 years 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 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).

technical issues

EA_Solaire
2 years 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.

50 Replies

EA_Solaire
Community Manager
2 years ago
@mxddieerose @desmodus94

Your posts have been merged into the current main thread on this- please read over the accepted solution on page 1 here for more information.
KaseyTwirl
Seasoned Traveler
2 years ago
Fixed
puzzlezaddict
Hero+
2 years ago
@KaseyTwirl I've merged your posts with the master thread for this issue. Please see the accepted solution on page one.
CheAlex85
2 years ago
hello EA_Solaire, got the same problem here, could you check for me too? Supernatural is the only DLC who didn't work. Every other DLC is shown in the Sims 3 launcher.
EA_Mako
Community Manager
2 years ago
Hey @CheAlex85,

I've merged your post here as this would be the relevant reason you're not seeing Supernatural.

Please check the accepted solution post on the first page for more details, thanks!
CheAlex85
2 years ago
@EA_Mako yeah, tried everything on that list... that's why i wrote under the thread of the other dude, who got helped by @EA_Solaire
Locke-Hughes
Seasoned Newcomer
2 years ago
This is regarding my Sims 3 game, I am missing several add ons in my EA Library and the sims 3 game I show 8 add ons in my EA Library but when I click on play and the game comes up only 5 add ons shows up I really want the sims 3 pets in the game, It show up in the library but not in the game My case# 193103264 I have talked to several people with EA help, but nothing they suggested has worked
EA_Mako
Community Manager
2 years ago
Hey @Locke-Hughes,

Sorry to hear you're still having some trouble with this after speaking with support. I do see you've gone through various troubleshooting steps with them already, but this looks to be a slightly different issue they'll need to address.

Please contact live support again and have them check your account and entitlement details for Pets in particular to see why this pack is no longer available in the app for you. This will be something specific they may need to double-check aside from the typical troubleshooting you've already gone through, thanks!
bageIek
2 years 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
Community Manager
2 years 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!