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FacelessPrune55's avatar
FacelessPrune55
6 years ago
Solved

Packs not restored after reinstalling Sims4 on XboxOne

I played Sims 4 on Xbox last time on 06/24/2019 and have decided to reinstall it a few days ago. When I tried to load my previous save, I got an error saying I have packs missing and checked to see that I was missing the pets pack. 

I’m not sure what’s going on? I tried reinstalling but it didn’t restore my purchase - I don’t want to have to buy it again if I already paid for it, what do I do? I tried getting in contact with customer support but I just get loaded a webpage saying they’re busy and to come back later or go back to previous page every time I check. 

Any help is appreciated - thank you! 

**I added photos but cropped out my sims faces (censorship ;p) 

playstation
xbox
  • EA_Aljo's avatar
    EA_Aljo
    6 years ago

    @FacelessPrune55 

    You can try re-installing, but if those games aren't on the account you're trying to play on, you won't have access to them. I still advise you contact an advisor through Twitter as I know there are issues with contacting live support through opening a case. If you'd rather wait for live support to return, that's fine, but you'll probably get a quick answer by creating a free Twitter account and contact @EAHelp.

8 Replies

  • FacelessPrune55's avatar
    FacelessPrune55
    6 years ago
    @EA_Aljo Hello! Thank you for replying - yes, I am logged into to the correct account, I use the same account to make all my Xbox purchases.
  • goldsmiths2009's avatar
    goldsmiths2009
    6 years ago

    I am having the same problem on Xbox with pets and seasons - did you manage to sort this at all? 

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @FacelessPrune55 

    Can you try contacting @EAHelp through Twitter? They can gather your account information and make sure the content exists on your account.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @goldsmiths2009 

    I took a quick look at your account and those expansions are not on it. Are you sure you purchased them on the same account you play the base game on?

  • FacelessPrune55's avatar
    FacelessPrune55
    6 years ago
    @EA_Aljo I don’t have or use twitter. I tried contacting support through their main site but no matter what time I check they say they’re closed/busy. I just want this resolved so I can play my old save again cause I’m not buying another pet pack, it’d be a waste of money considering I already have two different sims on pc with different packs 😅
  • FacelessPrune55's avatar
    FacelessPrune55
    6 years ago
    @goldsmiths2009 Nope, I know other people have had this issue but I didn’t want to comment on an old thread. I thought it’d be easier to contact support but apparently not 😂
    Some people suggested reinstalling the game and content (if you can) and/or restarting ur xbox - might work for you?
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @FacelessPrune55 

    You can try re-installing, but if those games aren't on the account you're trying to play on, you won't have access to them. I still advise you contact an advisor through Twitter as I know there are issues with contacting live support through opening a case. If you'd rather wait for live support to return, that's fine, but you'll probably get a quick answer by creating a free Twitter account and contact @EAHelp.

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