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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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 ---->
Basically it means EA is still processing your payment.
If you want more details, talk to a game advisor
Game advisors can be found through live chat.
In Details here: How to contact a Game Advisor using the new EA Help page
