Today is July 28th , why can't I download my pre-ordered: The Sims 4 High School

I appreciate your info! I also purchased two packs that had already been out when I preordered High School Years, via the EA app. This was on July 1st. I received a few emails saying there was an issue with my preorder during the 2-3 days before the release date, which led me to believe they didn’t take the funds out on the date of purchase. But the purchase seemed to have gone through fine, and I also have proof of purchase from my order history online, which says the same thing mentioned by others above “some items may not be delivered yet”. I had this same problem when Cottage Living released, since I also preordered it ahead of time. This is the first I’m hearing about 24-36 hour window for preorders to process though, so I I will give it time as well.

Regards 

Still no luck. I have been getting many emails saying there’s a problem with my payment method, but I already paid on the date that I said. If they’re trying to take the funds now, why preorder ahead of time? I hope I’m wrong, because I won’t be spending the money again. Fingers crossed I can get ahold of an advisor or someone through emails that can help me. 

Update: Finally got ahold of an EA Advisor via chat. I was told that this is a common, global issue that the sims team and EA are aware of. I think there will be a fix soon. Disappointing, but I’m relieved to know I probably won’t have to spend anymore money. Bummer. I was so looking forward to playing with the new content. 

wait so the HS years pack isn't installed to anyones games cause I'm getting a little worried I didn't want to waste 40 bucks 

Unfortunately I had to repurchase Cottage Living. I am unsure if I got the first purchase of it refunded or not, and I’m unsure if EA eventually put an update out that fixed the buggy preorders. But I do remember with Cottage Living, reading on Twitter from the official accounts that there was a server issue or something along those lines that messed up the preorder processing. Also, still no luck with HS Years lol gonna be playing the waiting game for a while. But I will be in touch with another advisor if nothing is fixed by Monday. We must try our best to be patient. I’ve been playing Sims 3 in the meantime lmao 

Also I’ll add that  I clicked cancel in my order history online with Cottage Living before I had to repurchase. So I don’t necessarily believe I was cheated. I am just unsure if they were able to fix the issue after that pack was released and we had the same problem. 

I pre-ordered on 4th July. Found an email today saying there was a problem with my order. All I had to do was put in the security number on my card and then I was able to download! I don't know if I've bought it again or not. I noticed in my EA account that I was billed twice for werewolves. I have no idea why.  Pre-ordering seems to be the problem for me, but I wanted the extra pack stuff for early ordering. No biggie in my world, but if you're like me and miss an email, do check as it could be that causing the issue! Happy simming to everyone! (I sincerely hope!)

@Gednaa, @Lotti3, @SiddSlothy, @atouchofChaos, thanks, all, for the updates! 🙌 Hope you can enjoy the DLC now! 

I still can’t play bc I don’t have anymore money to re-buy it and I really wanted to play it so bad I waited weeks since I pre-ordered it can u please get someone to help me 

It’s now August 5th and nothing has changed for me. I’m pretty positive now it’s just that they don’t take the funds out for certain preordered items until a few days before the release date. I don’t think I will be refunded because if they never took the funds out on the time of purchase then that means those funds got spent on other things. Unclear of the root of that problem, but I cancelled my preorder and I’ll keep it in mind for future preorders. 

Hey @mirandavash,

If you were still experiencing issues with your order after the previous communicated 24h-36h, the best thing you can do is reach out to the EA Live Support team, so they can take a look at your order and account. This is something we, unfortunately, can't do here via the forums.

Oh I understand. I was just stating my opinion. I do still have yet to contact another live agent. I will update again once I have done that. I appreciate your info and expertise 😊