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xboxbabe70's avatar
xboxbabe70
7 years ago
Solved

The Sims 3 Pets missing from my game library

2019 and I'm experiencing this issue and more! The game is showing as purchased and installed under expansion packs in origin client but not in my library. The expansion is also no longer showing up ...
pc
technical issues
  • EA_Lanna's avatar
    EA_Lanna
    7 years ago

    Hi @xboxbabe70,

    I can see you've gotten in touch with the EA Help team and received the correct advice since making this thread. 

    If you still wish to to purchase and play The Sims 3 Pets pack, we would advise using trusted retailers to protect yourself and your purchase. This EA Help article has compiled a list of trusted retailers for EA products for more information on that front. 🙂

puzzlezaddict's avatar
puzzlezaddict
Hero+
7 years ago

@xboxbabe70  I split your comment into its own thread, because the other thread is several years old, and things have changed since then.

It sounds like Pets is showing exactly as it should in Origin—it no longer gets its own entry in your game library.  But the fact that it's not listed in the launcher is of course an issue.  Occasionally, the issue clears up on its own, perhaps after rebooting the computer a couple of times.  But since you're likely past that, you can try clearing Origin's cache, and if that doesn't work, uninstalling and reinstalling Origin "the hard way."  This wouldn't affect your TS3 install.

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/

If these steps don't help, the next recommendation is to contact EA customer support, as your code may have been deactivated.  Sometimes this is a mistake; other times, it's due to EA belatedly identifying a bad code, usually bought from an unauthorized third-party seller.  The support rep you talked to should have been able to tell you whether this was what happened in your case, but either that didn't happen, or your code was fine.  (I wonder if the code you were provided was your original one, which is why you couldn't register it a second time.)

One more thing you can do is uninstall the game and clean your computer's registry with a tool like Piriform's CCleaner (free download).  Then redownloading might help.  If it doesn't, though, please post back, and I'll forward your information to someone from EA.  Hopefully then you'll get a better answer, though it might take a couple of days.  You're absolutely right that this shouldn't be nearly this difficult to resolve.

xboxbabe70's avatar
xboxbabe70
7 years ago
@puzzlezaddict The thread might be years old but the issue hasn't changed. Personally I think starting a new thread will just make it more confusing for people looking for answers, I've already seen several threads on the same issue just with slightly different titles. Now as far as the exp not showing up under the game library I brought it up because the EA support person I talked to said it should be listed there. I have also tried all the suggestions in your post with no luck. As for my code EA support confirm that the code I bought was verified and valid on my account, yet they still sent me a completely new code that said it was already redeemed, so Im at a loss. In the meantime I will keep trying to see if I can figure things out if not will try and contact support back after the weekend.
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    7 years ago

    @xboxbabe70   Origin issues have been around for years, but Origin itself has been through so many different patches that troubleshooting is completely different than it was in 2013.  Plus, the problem with cancelled codes didn't appear until 20 months ago.  So the procedure to try to fix missing content has changed a lot over the years.

    Also, the way my content shows up in my account is that only the TS3 base game is listed in my Origin library.  I click on the icon, then scroll down and select More > Expansion Packs (or Stuff Packs), and each pack is listed as already installed, downloadable, or buyable.  This has been the configuration for some time, and packs have to be downloaded and installed separately once the base game is in place.

    Anyway, if uninstalling Origin and the game, cleaning your computer's registry, and redownloading hasn't fixed the issue, I'll forward this as soon as I can get in contact with someone from EA.  Like I said, it might take a couple of days to get a response, but I'll update you when I have anything more to offer.

    • xboxbabe70's avatar
      xboxbabe70
      7 years ago
      @puzzlezaddict wrote:

      @xboxbabe70   Origin issues have been around for years, but Origin itself has been through so many different patches that troubleshooting is completely different than it was in 2013.  Plus, the problem with cancelled codes didn't appear until 20 months ago.  So the procedure to try to fix missing content has changed a lot over the years.

      Also, the way my content shows up in my account is that only the TS3 base game is listed in my Origin library.  I click on the icon, then scroll down and select More > Expansion Packs (or Stuff Packs), and each pack is listed as already installed, downloadable, or buyable.  This has been the configuration for some time, and packs have to be downloaded and installed separately once the base game is in place.

      Anyway, if uninstalling Origin and the game, cleaning your computer's registry, and redownloading hasn't fixed the issue, I'll forward this as soon as I can get in contact with someone from EA.  Like I said, it might take a couple of days to get a response, but I'll update you when I have anything more to offer.

      True, but because I am having the same old issue that 's been going on for years even after all the updates and patches to the origin client, that just tells me that there is something more going on, and that  past solutions that worked years ago might work for me which is why I post in older threads. Right now from what I've read I'm assuming my code was disabled since it was bought from a third party seller, but when I mentioned that to the EA CS she said there was nothing wrong with my code or my account, so idk. Like I posted on another thread this morning the code could very well be legal, if it was purchased on sale on steam and resold for more on ebay for example.

      • puzzlezaddict's avatar
        puzzlezaddict
        Hero+
        7 years ago

        @xboxbabe70  The issue with bad codes is not that they come from third-party sellers, but that the codes themselves were originally stolen or otherwise fraudulently obtianed.  Every so often, we get a bunch of reports of players who bought from Ebay or G2A or some other sketchy source losing access to their packs.  Our best guess is that EA periodically does an inventory and cancels codes for which it was never paid, regardless of where those codes were ultimately purchased.

        This doesn't mean that EA cuts off access to any code not bought through Origin.  There are a number of authorized third-party sellers, including Steam, that buy directly from EA; their codes should never cause issues.  All of my codes are from Steam, and I haven't run into any trouble, although these days I play through Steam, so Origin doesn't come into the picture.  It is certainly true that some legit codes can get mistakenly flagged as well, but EA CS should be able to look into the issue and lift any block that was improperly imposed.

        Since all the other troubleshooting steps didn't work for you, I'll forward this thread to one of the community managers.  Hopefully you'll get an answer soon enough.

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