Community ManagerHey there @kennywtc
It sounds like you may be logging into a different account than the EA account you had originally redeemed your code to. This isn't something we'd be able to verify with you over the forums since we don't have access to your account details, but you can provide your game code to the live support team so they can search for your code and verify which account your DLC is currently registered to.
Please contact live support from the help site here and provide them with your code for this pack- I'd also recommend attaching this AHQ conversation when you reach out there so the team has further information to reference.
As mentioned, I already talk to the live support several time, and I have confirmed that the Sims 3 showtime is attached to my EA account. I also can prove that I own this expansion pack both in EA app and the thesims3.com
Please refer to the attached picture
After more than 1 week to deal with those live agents, I decided to give up and stop wasting time with them. None of them provided a solution for this problem.
All the excuses from them are listed as followed:
1. Code was redeemed in wrong account.
2. The retailer provided me a problematic code. (Bought from Walmart in sealed physical copy, are you sure Walmart customer support could do anything?)
3. Refuse to help me further since I can't provide the code (bought this physical game more than 10 years ago, can't find the code that printed on manual anymore)
4. Blame the code belong to Mac version (Why should I buy a mac version while I don't have mac book? How could I install the mac version on PC???)
5. Keep asking me clear cache, clear register, repair, restart device, even I have done so.
6. Telling me that other players also face this issue, the "fix" is undergoing... with no expected completion time. I could check back 48 hours later.
7. One agent even asked me the DOB, email, purchase history, IP location, etc... and send me the password reset link...??? After reminding her many times that I am asking for the missing game, not account recovery, and I found out she was AI!!! Her response was completely different topic!! From now on, I have to request human agent when I contact live support in the beginning.
After so much chaos from live support, I moved on. I bought the Sims 3 regular edtion in the end.
And these are what I found:
1. The system really considers the regular edition and collector's edition are two separate expansion. I have totally 21 expansion on list now (refer to picture), and could be downloaded separately.
2. The Sims 3 Launcher recognizes the Sims 3 Showtime finally, with collector's edition installed only.
From now on, this issue solved. All EA needs is money.
