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7pckc4k8a5eh's avatar
7pckc4k8a5eh
Not applicable
2 years ago

After unlinking from steam can’t play on EA

My account was linked by my brother to his steam account. Now we’ve unlinked it and I cannot play Sims4 anymore from EA.  There is no possibility anymore to download or play the game. Also my (bough...
pc
puzzlezaddict's avatar
puzzlezaddict
Hero+
2 years ago

@7pckc4k8a5eh  I take it your EA account already owned Sims 4?  If not, if you were only accessing the content through Steam, of course you wouldn't be able to play once the accounts were unlinked.  But I'm guessing you know that already.

Anyway, please contact EA customer support and ask that the Steam version of the Sims 4 base game be removed from your account.  If a support rep says it's not possible, please let them know that it is and also Sims 4 is a free game so there are no consequences to removing it.  If they need to remove your EA-owned base game too, that's fine, you can claim it again afterwards; just make sure they're not removing your owned packs.

I would strongly recommend using live chat rather than email.  If you don't see the option, try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-4&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

If you don't get anywhere with support, please post back and let me know.

  • 7pckc4k8a5eh's avatar
    7pckc4k8a5eh
    Not applicable
    2 years ago

    Thanks for the response! 
    I’m clicking the ‘chat with us’ button but unfortunately that doesn’t work. It refreshes the page I’m already on. Same goes for the ‘Email us’ button. 

    I tried in chrome, edge and Firefox on my laptop and I tried on my phone as well. 

    Is there any other way I can do this? 
    Thanks! 

    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      2 years ago

      @7pckc4k8a5eh  Try a private browser window and don't login.  Choose one of the categories that doesn't require it, for example "can't login" should allow you to request a chat.

      If you still can't chat, do you use a VPN, and does it help to disable it?  On your phone, were you using your home wifi network, and if so, does it help to use data instead?  I'm wondering if the problem, with EA help at least, is the network rather than the devices or your account.

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