This exact thing happened to me- I actually know I had the entire collection of sims 3- which is what led me to buy sims 4 as there no longer was new packs for me to get. When I messaged customer support about it I got gaslit that it must be because I owned the game for Mac and it doesn’t work for any other product or it was never owned- again- not true as it be hard to forget if I owned an entire collection or not. But I still have the same issue and it’s been months- even though some of the games I have physical copy of(some online code) they just try to say I must have registered them to be „Mac book only” yet it’s not there either.
Community ManagerHeya miszialala9955
Are you missing all your packs, or only a few?
It sounds like you may have the 64-bit Mac version of your packs on your account- if you need the PC version of these packs that's something live support can look into and get manually added.
Live support can get these added for you, please submit a new help request on the site here so the team can review this with you. I'd also recommend you attach this forum conversation when you reach out so the team has further details to reference.
