Game Packs no longer purchased

I have been playing the sims 4 for years and have bought probably hundreds of dollars' worth of packs. After todays update, or whatever it was, on the EA app and even when I log on to the browser it says I have no purchase history and would need to re purchase all of my previously owned packs. It also says on the EA app that I have no logged time in the game, but all of my saves are still there when I open the game, of course they all have no clothing on as I don't have the packs. Is this a weird glitch that can be fixed? or am I doomed to re purchase all of those packs, some of which I have been using for years and years.

downloads

ea app

expansion packs

EA_Solaire
3 months ago
Hi there,

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.

11 Replies

EA_Solaire
Community Manager
5 days ago
StellatheBella

Please contact live support from the link provided above for more help with this.
StellatheBella
Rising Novice
7 days ago
Yes! It's exactly the same for me. I literally can't even play the game rn it's so frustrating! And nobody seems to believe the possibility that it's not our mistake. 🙄 I would contact support but I know they won't do jack without proof of purchase (which has also conveniently disappeared). I'm so sick of these companies atp
StellatheBella
Rising Novice
7 days ago
I have only one account and it's the same one I've always been signed in under.
EA_Solaire
Community Manager
2 months ago
Hi rangabutblonde

Have you checked the order history on your account to verify if you're logging in to a different EA account?
rangabutblonde
Seasoned Newcomer
2 months ago
This exact same thing is currently happening to my account
EA_Solaire
Community Manager
2 months ago
StellatheBella

If your purchases are not showing in the EA app, that's a way to verify that you're logging into a different EA account than the account the content was originally purchased on. You can view your order history here.

You'll want to contact live support for help with locating what account your content is linked with. You can contact live support here.
StellatheBella
Rising Novice
2 months ago
I would also ask that this post not be marked as solved as the problem has still not been addressed. It seems old solutions will not apply to this new issue.
StellatheBella
Rising Novice
2 months ago
This person doesn't know what they are talking about because I am having the exact same issue. My game tells me that I need to reinstall the packs and restart my game (showing that the saves I have were created with the expansion packs) but when I go to add-ons in my EA app, they are not shown as owned, and expect me to purchase them again. This is clearly some sort of error caused by a recent update, as it's not an issue I can find talked about in old forum posts. I really hope they find a solution to this soon or make a way for customers to contact support and have the packs added back to our account. As for purchase history, I have no idea where to look to find that, but I'm willing to bet that, like you, all my purchases will be missing.
puzzlezaddict
Hero+
3 months ago
zoopyzoopy If your purchase history doesn't contain your purchases, it stands to reason that the purchases were made using a different account. They don't just disappear. My history shows everything all the way back to 2011, when I originally registered Sims 3.
zoopyzoopy
Seasoned Newcomer
3 months ago
I only have one account and when I open the game all of my saves have the packs I previously owned listed under them. My order and purchase history say I have never bought anything when I have bought so many of the packs.