Seasoned Newcomer

Re: Sims 4 DLC removed from account

It's just as i said, It happened earlier in February and again just now now. I did a fresh install of the EA app log in to play (I only have one account by the way) and only have 4 add ons on my account. Back in February they escalated 3 times before the advisor just abruptly ends the chat with no explanation.

I decided to try again tonight and it was escalated 4 times, i spent over 2 hours with support, i was told to list ALL my missing content, which was alot. He says allow him to review the account and again just abruptly ends the chat after sending a survey to be completed. Is that how this is done? Is there any way for me to get some legitimate help to recover my lost content or report the agents' behavior? This is years long collection. I had every pack except a couple of kits.

3 Replies

EA_Pythia
Community Manager
25 days ago
Hello SolieSims,

did you buy the packs directly through EA or did you get them through a third party seller? Did you get a message that the packs were removed or did they simply disappear? When you open the game, does it show that you're missing content or is the game showing a fresh start?

Regarding your cases, do they show as "closed" in your case history or do they have a different status? If they are showing a different status, then your issue is still being worked on.
SolieSims
Seasoned Newcomer
24 days ago
Most of my packs were bought through the EA app, i have my order history to show this, i do have some bought on third party websites as well. (amazon etc). I didn't get a message from anywhere. i just installed signed in and noticed i was missing the packs. I loaded into the app and it shows i only have 4 add-ons and the others all show up as unowned and i need to repurchase. when i open the game i only have 4 packs showing as installed and owned.
One of my case history shows closed, it was the one i originally did back in February where i the agent ended the chat, the one i opened last night is not even showing up in my case history list.
Edited to add - I was finally successful with regaining some of my packs (54 out of the 68) last night. They still show that i have to purchase them on the EA app but when i launch the game it says they are owned when i go to the store on the main menu. for example it shows i own all the expansion packs except the Enchanted by Nature DLC which is true but on the EA app it shows i dont own City Living, Seasons etc. When i try to load into the game though it still shows that i dont own those packs.
columbia93
New Ace
17 days ago
Hey, couldn't tell if you cleared the cache or not. I actually lost all but 4 of my packs, as well as getting the notice to pay for the digital content before playing 2-3 days BEFORE the update, AND around the time you had your issue, I completely lost my entire TS3 game (but was able to pull it from the .exe file in the Program Files, and it reappeared after doing that 3-4 times). I cleared the cache and they all reappeared. Even now, the packs are there but I did get that pay for the digital content thing, even though I didn't have to.