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Bird166's avatar
Bird166
Seasoned Veteran
2 years ago

Can't download purchased expansion, please help

I just bought Horse Ranch, I received an email confirmation, it shows as owned in game and in my purchase history but on the EA app its not in my Library and shows the option to "purchase". Looked on the Help HQ and it looks like this has been an issue for a long time and I don't see a solution listed. I repaired my game, signed out of the EA app multiple times, reinstalled the EA app, restarted my computer.
I am so frustrated, does anyone know of a solution?

6 Replies

  • Go to your game library in ea app, click sims 4, manage game add ons. There should be an option to download
  • Bird166's avatar
    Bird166
    Seasoned Veteran
    2 years ago
    I don't have the option to download. It only has the purchase button.
    Other people are having the same issue but no one at EA is giving an explanation or solution. Pretty sure its illegal to take someone's money and not give them what they purchased. I bought Horse Ranch over 12 hours ago and still can't download it.
  • In EA app on the left side there’s a section called Installed games. Click sims 4, and then manage. A list of all your add ons will appear. And an install for Horse ranch should be there.
  • Bird166's avatar
    Bird166
    Seasoned Veteran
    2 years ago
    Thank you for trying to help @SelinaKyles. It's not a matter of not knowing how to download a purchased pack. There is something going on with the EA app not allowing purchased packs to show as such and therefore no option to download. Many people are posting about it on the help site. Of course EA is not responding so I tried coming here. Will post an update if I find a solution.
  • Have you tried the chat function at EA Help to talk to an advisor? I don’t know anything about this particular issue, but I’ve used the chat several times in the past when I’ve had problems with packs I’ve bought and the advisors have been friendly and helpful. It’s online text-based chat.

    ETA: I just had a look and it seems it’s much harder to get the option to chat to an advisor than I remember it being previously, so maybe that doesn’t help much. :/ Hopefully EA will get it fixed for you and others with this issue very soon.
  • Bird166's avatar
    Bird166
    Seasoned Veteran
    2 years ago
    I had to walk away I was so frustrated. Finally got it to work, had to go to top left in the EA app and click help, App Recovery, clear cache.
    Relieved it worked but it shouldn't be this hard. EA needs to figure this out.

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