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matyncoetzer's avatar
matyncoetzer
Rising Newcomer
2 days ago

Sims 3 pack is showing as owned but is not so I can’t buy ut

Hello EA Support Team,

 

I need assistance with The Sims 3: Generations showing incorrectly on my EA account.

 

The pack appears as owned in my EA App library, however I have confirmed that it was refunded on 07/09/2023. Because of this, the pack does not appear in the Sims 3 launcher or in the in-game pack selection, and I am unable to play it.

 

The EA App still treats the pack as owned, which prevents me from purchasing it again, even though I no longer have access to the content.

 

I have already tried:

 

  • Uninstalling and reinstalling The Sims 3 and all packs
  • Restarting the EA App and my PC

 

 

I believe the Sims 3: Generations license needs to be removed or corrected on my account so that I can repurchase the pack and play it properly.

 

Please assist with clearing or fixing this entitlement issue.

 

Thank you for your help.

bug
technical issues

2 Replies

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    1 day ago

    Heya matyncoetzer​ 

    It does sound like Generations wasn't fully removed from your account after your refund- here on the forums we aren't able to access your account details to take a look, but live support can check over your account and make sure it's been fully removed.

    Please submit a help request on the site here to speak with live support on this- I'd also recommend attaching this forum conversation when you reach out so the team has more information to reference. 

  • matyncoetzer's avatar
    matyncoetzer
    Rising Newcomer
    14 hours ago

    I have contacted live support, multiple times. They transfer me to another department then I spent over an hour being transferred. Ended the chat started again. Verified my account to the person and then said I should just give them a moment. Half an hour later left the chat. It’s been 3 months trying this, the forum was my last chance because reporting it to support doesn’t help, live support doesn’t help. I’m honestly so frustrated 

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