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 ---->
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.
Thanks for the help, but i bought and paid this purchase last year, in september 2013 with credit card. There is no possibility the payment is not done yet.
They usually don't charge if a game is not out. Check your bank statement from last september if you really paid in full of if it was maybe just a small charge for verifying your card.
If you did get charged, contact a game advisor as stated above.
Besides, my origin status is (in the ? bottom) - "recebemos o valor referente a sua compra, mas alguns itens podem não ter sido entregues ainda" Translation - "We get the value for your purchase, but some items may not have been delivered yet" - You from EA era telling me that you have my money, but some itens havent been delivered yet.
