Dear charlieredwood and taynacoelho,
Can you provide the following details:
1) Operating System
2) Date of Installation
3) Is this a new problem for you? (i.e. The game worked before an update? If so which one?)
4) Have you uninstalled and re-installed the game?
Thanks,
Nathan Maltba
1) Windows 8
2) As recomended here, i reinstall origin yesterday - 08/29/2014
3) Yes, it is a new problem. All games that i have are there available. Obviously, i have never downloaded the sims 4 before.
4) As a preload, i have never downloaded the sims 4 before.
Waiting for solutions. I bought the game september 2013!
Did you check your order status ? What does it say ?
Dear taynacoelho,
1) Launch Origin.
2) Click "Help" at the top of the screen.
3) Click "Order History" in the drop-down menu.
4) On the Order History page click the drop-down menu that has "Last 30 Days" selected and change it to "All".
5) Scroll through the pages until you find "The Sims 4 [edition]" and click on it.
6) What does it state under the "Status" column?
Thanks, Nathan.
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If this statement has helped you today, then click the XP button ---->
Dear charlieredwood,
If you cancel your pre-order you will not be billed, if you have already been billed, you will be refunded. However, if you haven't been billed yet, you won't be able to preload.
Hope this helps, Nathan.
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If this statement has helped you today, then click the XP button ---->
The status is Processing. When i put the mouse under the ?, it appears We received the payment, but some itens may not been deliver yet. ( I translate from portuguese.)
Dear taynacoelho,
In that case, EA is still doing backend work on your order and can take some time before you can preload. Chances are that EA sent a request of payment to your bank, the bank approved the payment, but hasn't released the funding yet. Check with your bank to see if the payment is still pending their end. If it's not then contact EA Support...
The best way to get an answer to billing/purchasing questions is to contact EA Customer Support.
Steps to contact EA Customer Support in this case:
1) Go To https://help.ea.com/contact-us
2) Product: The Sims 4
3) Platform: PC
4) Category: Billing/Purchasing
5) Choose a contact method: Live Chat
Never post Account Details or Billing Information on answers.ea.com!
Hope this helps, Nathan.
