UPDATE ON MY SITUATION: Finally got the bonus content but still have duplicate packs.
I had the Missing Bonus Content + Duplicate Packs issue and followed the instructions from staff in this thread to contact help via EA.Help.com. They weren't very helpful and just told me it was a fix in the works and many other players were also experiencing the same. I gave it some time after some repetitive back and forth with EA Help Staff. I decided to try asking their EA Help Twitter if there were other options where I could raise my concerns.
After talking with a very efficient and helpful person on EA Help's Twitter team, they were the ones that checked my account and unlocked my missing bonus content for me. When I asked if the Duplicate Pack issue could also be fixed they clearly told me there is no current update on fixing that yet.
It was very refreshing for someone to talk to me very plainly about the issues.
In conclusion, I now have the missing bonus content but still have the Duplicate Packs, but I will take this as a win. My suggestion is if the patch updates and whatever communication anyone has had with Help Staff via email doesn't work, try their Twitter Direct Messages.
If you do contact them there please remember to be civil and polite, they're not the ones who messed up after all.
Community ManagerFinal Final Update?:
Hey all!
Our process for handling these cases has just changed as of a few hours ago as noted above 🙂
If you purchased High School Years from Amazon and are missing the Vibing Streamer Gear content please reach out to an advisor here http://bit.ly/EA_Contact_Us or on Twitter at @EAHelp so we can verify your proof of purchase from Amazon and grant you the missing content.
Please note: If you purchased High School Years from an unauthorized retailer such as (but not limited to) CDKeys, G2A, etc., you are not eligible for the Vibing Streamer Gear bonus content as they are not authorized retailers of our products (more information on that here).
Edit: This promotional timeframe has now ended and as such this thread is now locked. If you purchased The Sims 4: High School Years from an authorized retailer during this promotional period and did not receive the bonus content please reach out via the steps above for assistance.
iv got the pre-order content on my account but it doesn't show in game.
What if I got it as a gift therefore I have no idea where it was bought? No content for me?
Product: The Sims 4
Platform:Steam-PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 1.90.375.1020
What expansions, game packs, and stuff packs do you have installed? high school years, city living, snowy escape, get famous, discover university, dream home decorator, parenthood, spa day, nifty knitting
Steps: How can we find the bug ourselves? i don't know
What happens when the bug occurs? My game doesn't have the bonus content
What do you expect to see? I would love to get the content
Have you installed any customization with the game, e.g. Custom Content or Mods? Yes
Did this issue appear after a specific patch or change you made to your system? Yes
Please describe the patch or change you made. i installed high school years
I got the origin code from a friend on the day of release, don't know where they got it from. Since then I do not have any bonus content in my digital game, even after the update
@EA_Cade wrote:Final Final Update?:
Hey all!
Our process for handling these cases has just changed as of a few hours ago as noted above 🙂
If you purchased High School Years from Amazon and are missing the Vibing Streamer Gear content please reach out to an advisor here http://bit.ly/EA_Contact_Us or on Twitter at @EAHelp so we can verify your proof of purchase from Amazon and grant you the missing content.
Please note, this only applies to Amazon purchases at this time.
That's not true though. I contacted 3 different advisors and they all told me different things. One even told me to contact amazon and amazon said they can't help me and to contact EA. And then when I came back to EA, they said they can't provide me the content as they are awaiting further instructions. I even provided proof of purchase. I just feel cheated because it was advertised in the trailer and I was excited about it and now I feel like I'm jumping through hoops to get it.
@skyblu303330 Try contacting support again and linking EA_Cade's most recent post. Sometimes the message doesn't get through to all the support reps right away. You may have better luck with EA Help on Twitter.
UPDATE ON MY SITUATION:
I managed to reach through to EA on twitter and they checked my account and saw the bonus content has been added already. I was confused but they told me it seems @EA_Cade added the bonus content for me after seeing my frustration on the forum. I would like to thank EA_cade for helping me and making my day and to other people such as @puzzlezaddict who replied and tried to help me out. This was my first time commenting on EA forums and the help that I received was heart warming thank youu ❤️❤️
Community ManagerHeya @skyblu303330
Credit where it's due, it wasn't me specifically that added that content for you but I did ping some folks internally to have your case checked again because it didn't seem like this was handled correctly.
Either way, I'm glad the team was able to get this resolved for you 🙂
How is EA dealing with missing content when buying the EP from CDKeys?
I submitted a case to EA support chat, and after close to an hour on chat, the advisor said to either wait until September 8th or reach out to my retailer directly. I've done that, but I shouldn't have to go through all these hoops to pay for content that from my understanding I should have received buying from any authorized retailer (which I figured CDKeys is because the code I received worked fine on Origin as they always do). I have two versions of HSY showing "download" on Origin, but I can only download the one without the Vibing Streamer content. I don't even have the option to "repurchase" directly from Origin. Has anyone in the forums had any luck getting the bonus content unlocked?
EDIT: I received a response from CDKeys and the person responding seemed unaware of the bonus content? I hardly ever do preorders because there usually isn't anything "bonus" with it. But the one time I do it, it's made unclear that only "certain" retailers give you access to this content - but how are we as consumers supposed to know which retailers offer it and which ones don't? And even though it's before September 8th, I can't return it or even "repurchase" to get the bonus. So frustrating and I won't make this same mistake of preordering for bonus content again.
no luck at all receiving a response from EA - and now they are ignoring my questions - This is so frustrating as I have purchased almost every expansion game/kit except for the camping & plant kits and have never experienced this poor level of service from EA.
This is just so frustrating. I was hoping that this should have been fixed since Cottage Living, back then I had a very nice and pleasant EA support help me, and this time its just not going that well. Not completely done with EA support but its frustrating. Some of there answers I get are just "I'm going to try my best to help you" but its nothing more in the mail, like are you going to help me be even more frustrated? I even got one saying that my account is not verified, when it clearly is. What "proof" do I even need to show?
I had the EXACT same experience, Staravia81! I didn't get to the part about contacting CDKeys about it, but it looks like I don't need to waste my time. Super frustrating. I have no interest in purchasing the same pack twice, but as you pointed out, it seems like I can't even do THAT because I have the two versions that both show up as being downloadable. I could have just waited to purchase this once it hits a holiday (etc.) sale, if I'd known I wasn't actually going to get the bonus.
I'm pretty sure both EA Support and EA on Twitter has stated that the download button is a bug they don't know when its going to be resolved. I have that download button to (still no items in game) and EA on twitter and Support has stated that I'm not getting the bonus since I bought a physical copy from a not good enough store.
So it's been 2 weeks. Still no response from EA support by email. Pretty sure that I'm not going to get those "early bird" items as it was advertised. Guess, I won't be bying full price sims packs any more. Did anyone got them after contacting support elsewhere?
Please add the store FNAC to the list its very unfair the store not being in it as its one of the only stores in Portugal , please i cant get the bonus even though i bought from same store last year and i got them for cottage living.
Im so sorry for asking many time but can you do this for me as well, i know my case isnt Amazon but its very unfair just because i bought from Portugal FNAC i dont get to have the bonus like the others, please inform the agents to put in my account as well like you did here, im very desesperate ☹️ FNAC and AMAZON are both retailers please include me as well im so anxious all month over this the agents added last time my bonus in cottage living you can verify my case of last year or an agent can and you will see its true, THANK YOU and have a good day really :D
Hello, sorry I have been busy lately and couldn't visit the thread.
I can see more people had similar issues to mine, with buying in local stores [in Europe] and not getting the bonus...
@EA_Cade Any reaction to that?
The issue is clearly not yet resolved.
Thank you and yes i hope @EA_Cade see this and helps i have been so upset its so unfair being left out because im from Europe
I DID buy it from Origin and still didn't get it!
Community Manager
