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Anonymous's avatar
Anonymous
11 years ago

Downloaded and played fine, now says I need to redeem code but codes used???

I downloaded The Sims 4 last night and played it for awhile... Not trying to log in today and Origin said I need to redeem the code to play, but when I put it in it just says 'Code already redemeed.' Which it has, because I redeemed it last night upon download... I bought the game brand new, in store so no one else has had access to my code.... I don't know why it thinks I didn't put it in?
And when I look at My Games on my Origin account, The Sims 4 is not on there.... 

I just wanna play my game!!! 

pc

5 Replies

  • EA_eircon's avatar
    EA_eircon
    Icon for EA Staff rankEA Staff
    11 years ago

    Hi there,

    Can you check that you are logging into Origin using the right Origin ID?

    Some people accidentally log into a different account in Origin, and that's why their games don't show up - each game is tied to the account that redeems the code.

    If you are definitely on the right account, make sure you check your "Hidden Games" list in case it got hidden by mistake (right under the My Games tab there is an option to switch between "All Games" and "Hidden Games").

    Regards,

    EA_eircon

  • Anonymous's avatar
    Anonymous
    11 years ago

    It's for sure the right Origin Id, I only have one and I'm the only one that uses this computer...
    And nothing at all in hidden games. ☹️

  • EA_eircon's avatar
    EA_eircon
    Icon for EA Staff rankEA Staff
    11 years ago

    Well, I can see you definitely own the game, and it shows up correctly over here. Here are a few more ideas to try:

    Make sure your library is set back to Show: "All Games" and Platform: "All Platforms" - maybe Platform got switched to Mac by accident somehow?

    Does your Sims 4 Create A Sim Demo game tile still show up in your library?

    Check your Origin version: "Help" -> About (this should be 9.4.22.2815)

    Could you take a screenshot of your games library and post it on an image sharing site?

    Last idea... submit an Origin Error Report and I'll take a look at the diagnostic info to see if I can figure out what's happening:

    - Click on "Help" then 'Origin Error Reporter'

    - For 'Type of Error' choose "My Games Library"

    - Leave 'Customer Support Ticket Number' blank.

    - Type a quick description of the problem, e.g. Sims 4 isn't showing up in my library anymore

    - Check the box if you agree (you can read what information we will collect here http://download.dm.origin.com/oer/en_US.html)

    - Click "Send Report"

    - Finally, copy your Report ID and paste it into a reply to this message so that I can easily find your report.

  • Anonymous's avatar
    Anonymous
    10 years ago

    Hi, 

    We bought our daughter the sims 4 for christmas and suddenly today it has stopped working, I tried to reinstall it and now the game has disappeared from her games library on origin, I have put a report in and I'm waiting for an email back. As far as In know this is the only origin account she has.

    Thank you

  • crinrict's avatar
    crinrict
    Hero+
    10 years ago

    If the game is no longer shows up on your Origin client, please try the following things

    • Restart Origin
    • Log out and back in and use the email address instead of the username. Make sure to use the one you used to register the game in the first place
    • Reinstall Origin
    • Restart your router/modem,
    • Get in touch with a game advisor (try live chat instead of email)

    Game advisors can be found through live chat or call-back

    1. https://help.ea.com/en/contact-us/ 
    2. Click on the orange NEXT button
    3. Select a platform
    4. Click on the orange NEXT button
    5. Select a topic and describe your problem in a few words
    6. Click on the orange NEXT button
    7. Click Chat Now to chat with a Game Advisor or leave your phone number for a call-back

    In Details here: How to contact a Game Advisor using the new EA Help page

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