about 6 months ago, I purchased cottage living, and played with it for a while, I updated the sims 4 and when I try to join my saved game, I get a notification that I don't own cottage living. it's in my download records on EA, and I paid for it. I don't want to buy it again, because I've already bought it and I should own it! I've tried repairing the game, and I would rather not have to uninstall and reinstall, because I would lose my progress, but if it's the only option I'll have to. Someone please help.

Just thought I'd come on here and give my solution for anyone else who is still having the same problem, I contacted EA support and they ran me through the clear cache stuff etc. but what worked for me was deleting the EA appRunning a clean boot on my PC (I recommend using the instructions on the EA website and cross this bridge if you come to it but if it's too difficult you don't have to open Task Manager.)Re-downloading the EA app and opening the sims like normalFor me this worked and there were no more warnings about missing content. My sim was bald when I opened it which was a bit of a jumpscare but everything else seems fine. The EA help staff were really helpful, and I recommend contacting them if you have this problem like I did.Good luck!!

I bought and played with a game pack, but now the sims 4 says I don't own it.

9 Replies

puzzlezaddict
Hero+
3 months ago
chickenfordiner Is this still an issue? If so, please clear the EA App's cache:

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

and repair the game: EA App > Sims 4 > Manage > Repair.

If that doesn't help, please run a search for the folder for Cottage Living. Open a File Explorer window, click This PC in the left panel, and enter EP11 in the search field in the upper-right corner. Wait for the search to finish, then make sure the full file path is showing under each result. If it's not, expand the window sideways as necessary. Take a screenshot using Windows key-shift-S and attach it to a reply here.
chickenfordiner
Seasoned Novice
3 months ago
Thank you. I will try this and report back
chickenfordiner
Seasoned Novice
3 months ago
puzzlezaddict
Hero+
3 months ago
chickenfordiner The folders are in the right location, so that isn't the issue. Still, it might be worth reinstalling the pack, that is if you can right now.

Once you cleared the EA App's cache, did Cottage Living show as owned in the App, either under Sims 4 > Manage > Manage add-ons or on its own product page? If so, you can delete the EP11 folder here:

C:\Program Files\EA Games\The Sims 4

Clear the EA App's cache again, and reinstall the pack. When deleting the folder, make sure the App is closed and the EABackgroundService is NOT running in the Task Manager's background processes list. Once the folder is deleted, open the App again and reinstall the pack.

If Cottage Living doesn't show as owned, login to ea.com with the same email and password you use in the EA App, open Account Settings > Payment and Wallet > Order History, find the pack's purchase on the list, and let me know what status it has: Completed, Processing, or Failed.
chickenfordiner
Seasoned Novice
3 months ago
I checked all over for the pack, and I now can't find anything that says I own it on EA. I looked in the order history though, and I found it there, it says completed.
godoyaoitava
Seasoned Newcomer
3 months ago
Ive been having the same issue with GROWING TOGHETER pack since november 2024. I try contact support for many times and they aways tell me to reinstall or repair the game, but it still doesnt work!
godoyaoitava
Seasoned Newcomer
3 months ago
I'm having the same issue, but with a different pack. I've already tried everything you mentioned, but it still doesn't work. The purchase status shows as complete, but the game still won’t run the pack, saying there was a problem with the payment.
puzzlezaddict
Hero+
3 months ago
chickenfordiner Please contact EA customer support with the order number you see on ea.com and ask what happened to your pack. Tell them it's not showing in the EA App no matter what you do (clearing the cache, repairing the game, etc.), and if nothing else helps, ask them to remove your copy of the EP and add it back.

I would strongly suggest using the live chat option rather than email. If you don't see it, try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

Alternately, try using the help site without being signed in. Some categories of issue allow you to proceed without an active login, and many of those offer the live chat option.

godoyaoitava You'll need to contact EA support too.
chickenfordiner
Seasoned Novice
4 days ago
Just thought I'd come on here and give my solution for anyone else who is still having the same problem, I contacted EA support and they ran me through the clear cache stuff etc. but what worked for me was
deleting the EA app
Running a clean boot on my PC (I recommend using the instructions on the EA website and cross this bridge if you come to it but if it's too difficult you don't have to open Task Manager.)
Re-downloading the EA app and opening the sims like normal
For me this worked and there were no more warnings about missing content. My sim was bald when I opened it which was a bit of a jumpscare but everything else seems fine. The EA help staff were really helpful, and I recommend contacting them if you have this problem like I did.
Good luck!!