Seasoned Newcomer

Re: Sims 4 - Packs missing from EA app

A week ago, I logged into my Sims 4 game to find that all but one of my packs was missing. I've contacted EA Help and they supposedly escalated the issue to the development team as a bug, but I've not heard anything back from them. I have proof of purchase for most of the games, but customer support won't restore them. I've tried repairing the game in the EA app, also tried app recovery. Everytime in the past that it would show that I didn't have certain packs available for games that I had saved, I could just reboot the computer and then the packs would be back, but I've rebooted several times and they are not coming back. Has anyone else had this problem, is there a fix for it? EA help says they have no record of my purchases, even though I have the emailed receipts.

5 Replies

Misfit-RX
Rising Novice
2 hours ago
That's awful. Why on earth would they have lost track of your purchases?
The latest update I've gotten is that it might be a computer issue. I'm not sure if you're also having the display issues that I am, but they persisted when I logged into a different EA account. So at least I know that my account, and probably yours, is not the issue (good news!). Bad news though, is that we still have no idea what's causing the DLC to go missing.
Sorry you're going through this as well. We should be able to play with the content we paid for!
EA_Solaire
Community Manager
1 day ago
CraftyLady1999 I've merged your post with the current main thread on this- please read over the accepted solution listed here for more information.
CraftyLady1999
Seasoned Newcomer
3 days ago

Thank you, Misfit-RX, for your reply. I actually am aware that you have had the same problem, I've been following your posts. I tried those suggestions right along with you, but they didn't work. This is not a problem on our end....This is an EA problem. I have found in the last 24 hours that all of my SIMS 3 content is missing, along with my Plants vs. Zombies. All of which should (used to) show up on the EA app. I have even gone back to my expansion packs that were purchased in a store and tried to redeem those codes, I get a message that the codes have already been redeemed. Well, no S*** Sherlock, that's because I own the game. I have multiple email confirmations from packs I've purchased through EA, but they won't even look at them, because the purchases don't show up on their end.
Misfit-RX
Rising Novice
3 days ago
I've had this issue too. It resolved itself the first time, but it happened again and so far no one has been able to find a solution. EA as a company is greedy, but the individual workers are trying their best. It's stupid that we can't play with packs that we bought, but at least from what I've seen, the devs are trying to resolve the issue.
I agree with you, though. This is horrible and shouldn't be happening to multiple people.
CraftyLady1999
Seasoned Newcomer
3 days ago
I thought this was a place to get technical help. I sure can't get any from EA Help. I have proof of purchase for most of the missing packs. I don't understand why they can't just be restored. No one has contacted me from the "development team". This is horrible customer service.