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 the base game and/or any packs you're missing to your account.

I strongly recommend using live chat rather than email for this process. If you're not seeing the option, try this link:

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

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

If the support rep says this isn't possible or offers user-side troubleshooting advice, feel free to link this thread in the chat.

Previous updates:

Spoiler

Second update: 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/contact-us/

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 your request be escalated to a manager.

Update: Everyone who owns the Sims 3 base game should now also have a copy of the 64-bit game in Origin. If you don't see it, please run the Origin reset tool for macOS and check again.

https://help.ea.com/en-us/help/origin/origin/how-to-reset-origin-on-mac/

If you still don't have the 64-bit base game, please contact EA customer support and ask for help.

https://help.ea.com/en/contact-us/

Entitlements for packs are still lagging behind.

This is a collection thread for people who don't see the 64-bit version of Sims 3 in their Origin libraries, or who are missing one or more packs.

Entitlements are still being rolled out, according to EA. Some special editions of the base game or packs, for example Limited Edition versions, haven't been added yet. Additionally, very recent purchases are lagging behind. For more information, please see this post:

https://answers.ea.com/t5/Technical-Issues-Mac/the-sims-3-64-bit-amp-metal-release/m-p/9652952#M8808

If you're missing Sims 3 content (and you're sure you're signed into the correct Origin account), please contact EA customer support for help.

https://help.ea.com/en/contact-us/

Second update: 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/contact-us/ 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 your request be escalated to a manager. Update: Everyone who owns the Sims 3 base game should now also have a copy of the 64-bit game in Origin. If you don't see it, please run the Origin reset tool for macOS and check again. https://help.ea.com/en-us/help/origin/origin/how-to-reset-origin-on-mac/ If you still don't have the 64-bit base game, please contact EA customer support and ask for help. https://help.ea.com/en/contact-us/ Entitlements for packs are still lagging behind. This is a collection thread for people who don't see the 64-bit version of Sims 3 in their Origin libraries, or who are missing one or more packs. Entitlements are still being rolled out, according to EA. Some special editions of the base game or packs, for example Limited Edition versions, haven't been added yet. Additionally, very recent purchases are lagging behind. For more information, please see this post: https://answers.ea.com/t5/Technical-Issues-Mac/the-sims-3-64-bit-amp-metal-release/m-p/9652952#M8808 If you're missing Sims 3 content (and you're sure you're signed into the correct Origin account), please contact EA customer support for help. https://help.ea.com/en/contact-us/

mac

technical issues

puzzlezaddict
5 years ago
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.

726 Replies

champion_hustle
5 years ago
Im in Aus and have the same problem. i woke up really excited but alas. Im hoping it will roll out today sometime if only so i can leave it to download via crappy wifi overnight.
gurlgamer05
New Adventurer
5 years ago
I've had Sims 3 in my Origin library since it launched in 2009. I have the same issue as @criisreverte
champion_hustle
5 years ago
So has anyone who didn't have the game at launch gotten it since?
plumbobliving
5 years ago
I don't have it yet, either! (Not that I have time to play this week LOL) Patiently waiting.
shaylyncc
5 years ago
I just bought the Sims 3 and to my disappointment, the game is unable to install. The message of "we've encountered a problem," keeps popping up. I read that with Mac's OS Catalina, the Sims 3 is unable to run properly. I also saw that there is supposed to be a new version of the game that runs on the new OS. Any updates on when that will happen?
Juliediane12
5 years ago
Open Origin, select your Games Library, click on the Sims 3 then the Extra Content tab, and locate Ambitions. Next, click on the Download button and follow any prompts about the disk space it will use. Ambitions should start downloading. During the download process, the only option you should get in the orange button is to pause the download. You should also see a little window showing the download process:
When it has finished downloading the orange button should change to Install, you should get a dialogue window with your product code to copy, and the external game installer should automatically open. If you’re reading this then probably none of those three things has happened and instead you’re seeing this:
When it has finished downloading the orange button should change to Install, you should get a dialogue window with your product code to copy, and the external game installer should automatically open. If you’re reading this then probably none of those three things has happened and instead you’re seeing this:
The Download button is still showing but the little window is showing that the download is complete.
We now need to locate the game installer manually. In Origin, click on Origin > Preferences in the menu bar (next to the Apple icon, top left of your desktop). Now click on Installs & Saves in the Origin window, then Browse installers:
The DownloadCache Finder window will open and you will see the folder(s) containing the game installer(s):
Double click on the file ending in .dmg to open the installer (ignore the other file ending in .map). Your Mac will verify the installer:
jennynny
5 years ago
@champion_hustler still haven't gotten it. I've asked EA Help twice why this might be and both times i've received copy and paste answers. 1st time they didn't even know there was an update scheduled for release and insisted the sims 3 will not run on 'any verison of Catalina', before I showed them the thread by MaxisJoe, then they were like 'oh yes, it's coming today'...like what? I asked them 10 hours later and all they can tell me is 'the team is working on it'...incredibly frustrating.
champion_hustle
5 years ago
@jennynny Seems like i've gotten the exact same answers after first asking me "sorry i need more info i don't understand" Some people have spoken to 6 representatives and still got nothing whilst others get it on the first go so i'm assuming its really just luck of the draw. sigh
holger1405
Hero+
5 years ago
@Lisa-ak99

I moved your post to the TS3 mac section.

@puzzlezaddict 👿
Shyest28
5 years ago
I'm having the same issue! Was wondering if that was normal.