Forum Discussion

Hero+

5 years ago

Solved

[SOLVED] 64-bit Sims 3 content not in Origin library

For anyone currently experiencing this issue, you'll need to contact EA customer support for help. The keyword is "entitlements," as in, you'd like the support rep to add the 64-bit entitlements for...

mac

technical issues

puzzlezaddict
5 years ago
Edit: Going forward, please use this thread for Sims 3 content that shows as "only available in Windows" within the EA App:

Redeemed Sims 3 codes but wont download as says only available on windows? | EA Forums - 11143008

This is the current link to EA customer service:

https://help.ea.com/en/customer-care/

All entitlements, as they're called, for both the Sims 3 base game and for expansion and stuff packs should now be distributed, and all players should be able to download the 64-bit version of all their owned content.

If you own the base game or a pack but cannot download the 64-bit version, please contact EA customer support:

https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

Specifically say that you play on a Mac and that you would like the entitlements for the 64-bit versions of your missing content added to your account. If the first support rep doesn't understand, says they can't help, or claims this is not an issue, feel free to ask that this be escalated.

pinkybosh

1 year ago

Updated The Sims 3 to 1.7 after deleting the game (since my version said it was fully updated at 1.67) but my Generations (bought yesterday) and Supernatural (bought years ago) packs won't work on this new version. I am using a Mac, playing through origin. There were 2 versions on my Origin account of The Sims 3, one being the new 64bit; I downloaded both. The original allowed the download of supernatural+generations, whilst the 64bit allowed only the download of pets. I can play the 64bit with pets, but I cannot even open the original version, so I can't use either of the other expansion packs. Upon looking through Origin, there are 2 versions of every expansion pack I own, one ready to download (which I did) but the other is simply labelled as 'unlocked'. I did some googling and my laptop (very old, running on High Sierra) I thought was compatible with the 64bit, and the original, so surely all of the expansion packs too. I don't understand why I cannot open the old game, since downloading the newer one, if I have been using it fine all of these years.

Furthermore, I opened a case with EA help (since reading articles with similar issues, EA was supposedly good at response times and were very helpful to others) but I accidentally made the title a bunch of gibberish with no attachments. I am unable to open another case, close this case and any live contact with the EA team has been removed. I was really hoping EA could help me, but I really mucked up with the case title. Even if I resume the case to add more information like it says I can, I can't, and there is a small link that says 'contact us' which I have clicked, but just takes me to the regular EA help page. I cannot find the bot button to chat with a bot. And I cannot find any specific articles in the same position as I am in - only those that end in getting help from contacting EA, which right now I can no longer do.

Please help if you can! I would be extremely grateful! I'm very sad about losing my expansion packs, especially the one I paid for yesterday, plus reading about the 64bit Sims3 being buggier than the older version. ☹️

puzzlezaddict

Hero+

1 year ago

@pinkybosh I've merged your post with the master thread for this issue, which is that you need the "entitlements," as they're called, for the 64-bit versions of these packs added to your account. Please see the first post on page one for more information.

As for contacting support itself, try using the help site in a private browser window and selecting the option to continue without logging in. If you don't see it, choose a slightly different category of issue.