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jthehater's avatar
jthehater
10 months ago

Download Error Castle Estate DLC

For the past two weeks I have not been able to download this DLC. I've researched multiple topics on this board regarding "download" error and ahve done everything suggested but it won't work. Downloading, re-installing both the game and EA app, clearing app cache, running app via administrator, changing download location, stopping download and playing the game hoping it will start downloading on it's own again, checking server status which is good, and to top it off, I can't figure out how to submit a support ticket or check the Error Reporter for my submission (37ec9610-04db-46da-89be-034cb641e801). How can i go about getting a refund since no one wants to help?

pc

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  • EA_Cade's avatar
    EA_Cade
    Icon for Community Manager rankCommunity Manager
    10 months ago

    Hi @jthehater,

    Sorry to hear it, I'm not seeing the pack you're referencing was ever purchased on your account. Do you see the transaction as completed here under Order History?

  • jthehater's avatar
    jthehater
    10 months ago

    Thanks for responding. 

    I'm not sure why it's not in my history for myself. But i purchased it both as a gift and for myself. To clarify:  It was installed at one point and then when I did a repair it did not re-install again.

    Here is a screen shot of it in my library attempting to download. 

    Don't get me wrong, I've even checked to see if it was really purchased by going to the game itsself in the EA store to see if it would allow me the option to buy it. However, it says "You own this item". I've also attached the screenshot for this.

    If somehow my payment wasn't processed I am willing to pay for it again, but I'm not allowed that option.

  • EA_Cade's avatar
    EA_Cade
    Icon for Community Manager rankCommunity Manager
    10 months ago

    Hi @jthehater,

    Gotcha. I do see the purchase for the gifted copy of the pack, but I don't see a purchase for your own account.

    If you purchased the pack from us directly like the gifted version please reach out to us at Help.EA.com so we can verify your account ownership to assist further.

  • jthehater's avatar
    jthehater
    10 months ago

    Thank you, I have an open ticket now so hopefully they can resolve this. 

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