All Preorder Items Missing

Heya fightmehelen17​ if the bonus content is missing from your account, you'd want to reach out to PlayStation support directly so they can review your account and billing information to see what's going on with this content. 

Just letting you know what they just told me so you have the same information: The items show as purchased/preordered but they cant figure out why sims 4/EA isnt registering them as preorder, so its being escalated to an investigation team

fightmehelen17​ Thanks for the update! And just to be sure- did you check that all your DLC and preorder content is installed to your console?

• Restore the licenses on your console 
• Go to your Game Library 
• Scroll to Your Collection
• Select The Sims 4
• Scroll down to Add-Ons and locate your DLC here
• Select the DLC in this list and select Install
• When the download finishes, let your new content install and restart The Sim

Yes, we walked through a database rebuild and everything. The digital content packs (like warm and cozy) are entirely missing from my library and dont show on my end of the account or anything, but they can see them on the back end. The issue occurred when PS and TS4 both updated on 4.28, I was playing the night before with the digital content packs. Then the other day I went to load up and it tells me im missing items, and sure enough its all the preorder exclusive stuff. Usually a liscense restore fixes this but not this time. 

Also if anyone else has this issue, have them call Playstation directly because the chat agents cant help. Choose the refund option to get to the right team. 

8003457669 Playstation Customer Service 

I was advised to uninstall and reinstall, did so and restored liscenses, and now the marketplace is blank again and my maker packs uninstalled🙃 any advice here? I am at my wits end. We now have the digital content showing in my services list but it is still not reflecting in game or in my library/add ons. And now the game crashes when loading. 

So, Sony's final resolution was there is nothing further they can do as they've restored the liscenses on their end and the digital content is still not showing on the game end, and its essentially EA's problem now. 

Last update for today, because im not dealing with the finger pointing anymore today and will resume tomorrow. 

 Deep Synch Issue - Sony says its EA, EA says its Sony. Now i have to call Sony back tomorrow and have them manually de-synch and then re-synch my Sims 4 liscenses because something in the "handshake" isnt working. Ongoing case created. Will be a multi day problem. 🤦‍♀️ This is definitely one of those days that has me feeling like a sim trying to put out a fire who then starts on fire. 

EA_Solaire​ So my game is essentially broken now, I cant play for more than 5 minutes without it crashing, neither company will take responsibility, and Sony says because EA hasnt issued any offical statement on the game breaking they cant do anything. EA Helps chat bot isnt working right now. No way to contact them otherwise. Im essentially out almost 2k and years of time. I couldnt even re purchase them if I wanted to because according to Sony, all my liscenses are fine. 

fightmehelen17​ For the crashing issue you're currently seeing, that's being tracked in the bug report here: [XB/PS] Console crashing after update 2.13 

Please be sure to add your information into this bug thread to help us further track and review the issue, and if you can, please send your saves as requested in that thread. 

For the issue with your preorder content, since that's purchased directly through the Sony storefront, we wouldn't have access to your billing or account information on your PlayStation, and any missing content that you've purchased would need to be looked into with PlayStation support.