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katoimeows's avatar
katoimeows
Newcomer
2 days ago

Cats & Dogs: my pets keep disappearing (Mac, no mods)

Hi everyone,

I bought The Sims 4 Cats & Dogs on 3 November 2026. Since then, my pets keep disappearing and the pack is not playable for me.

My setup:

  • Mac: Apple M2, 8 GB memory, macOS 14.2.1
  • Game version: 1.129.39.1230
  • No mods or custom content 
  • I have played the pack for less than 2 hours

I would like a refund because the pack does not work properly. But the Refund Tool does not list it, and the Contact Us page shows no option to reach an advisor for any topic I choose. EA NextStep also sends me back to the same page.

Could an EA staff member or community manager please help me reach an advisor about a refund? Any tips on fixing the disappearing pets are welcome too.

Thank you!

mac

1 Reply

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    1 day ago

    Hey katoimeows​, 

    Sorry to hear that the Cats and Dogs pack hasn't been working as expected. 

    Can you let us know at what point in-game do your pets disappear and what you're seeing once they're gone? Is it after navigating to a different screen, a certain action, or something along those lines? 

    If you haven't done any troubleshooting for this yet, it might be worth repairing the game and trying the clean user folder approach here: [GUIDE] Clean User Folder Approach. 

    On the other hand, if you'd rather refund the pack altogether, please try using this web form to get in touch with our live support team so they can review your refund eligibility. Once you're redirected to the self-service page, there should be an option to chat with an advisor. If the web form was what you've used before to no avail, please try using the Contact us button at the bottom of this page instead. 

    Let us know, thanks! 

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