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G0ld3n_B33's avatar
G0ld3n_B33
Rising Newcomer
5 days ago
Solved

All my games, including Sims 4 are gone, and so are my Sims packs

I haven't played in a few weeks, but I had almost every pack. Now, after logging in again, every single of of my packs just vanished, I had like 50 of the packs and they are simply gone. I have no clue what happened.

downloads
ea app
expansion packs
game packs
missing content
stuff packs
  • EA_Solaire's avatar
    EA_Solaire
    4 days ago

    Hi G0ld3n_B33​ 

    If your game library isn't showing your add-ons in the EA app, then most likely you're logging into the EA app with the wrong login details. You need to login to the app with the same details that you originally purchased your content on, and you'll see everything available in your library to download and access again.

    Please also check your Order History in the EA app- if your Order History is showing as blank and you're not seeing any previous purchases you've made here, this is another way to verify that you're currently logging into the app with the incorrect login details. 

    I'd recommend checking any emails you have for the email receipt of your purchases so you know which account to login to the EA app to. If you need further help locating the correct login details, that's something live support can help with- you can reach out to live support by submitting a help request here: https://help.ea.com/help/faq/using-ea-help.   

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  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 days ago

    dantereznor​ 

    That sounds like you're logging into a different EA account- please contact live support using the link provided above so they can help you get logged back in to your original account. 

  • dantereznor's avatar
    dantereznor
    Seasoned Newcomer
    3 days ago

    Hello, I am having a similar issue and I have logged out and logged back in multiple times, this problem has only just started for me and already 24 of my expansion, kits and add-ons are fully missing from my game and my purchase history has only last months purchases on it and nothing else including things from Sims 3 and EA point purchases.

  • G0ld3n_B33's avatar
    G0ld3n_B33
    Rising Newcomer
    3 days ago

    I'll try that but I'm not sure if it will work as my game save is still available the play, just without the packs 

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    4 days ago

    Hi G0ld3n_B33​ 

    If your game library isn't showing your add-ons in the EA app, then most likely you're logging into the EA app with the wrong login details. You need to login to the app with the same details that you originally purchased your content on, and you'll see everything available in your library to download and access again.

    Please also check your Order History in the EA app- if your Order History is showing as blank and you're not seeing any previous purchases you've made here, this is another way to verify that you're currently logging into the app with the incorrect login details. 

    I'd recommend checking any emails you have for the email receipt of your purchases so you know which account to login to the EA app to. If you need further help locating the correct login details, that's something live support can help with- you can reach out to live support by submitting a help request here: https://help.ea.com/help/faq/using-ea-help.   

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