Limited Edition + Update Complete Bug? - Sims 4

I've owned the Premium Edition of the game since 2014. A couple of weeks ago I noticed the EA app showed that I had the Standard Edition, although Up All Night and Life of the Party content is shown as installed in add-ons. I had wanted to talk to an agent but when I logged into help the only option available to me was email. After a week of them not being able to fix the issue, although they could see I had activated the Premium Edition, they told me to go to live chat and gave me a convoluted way to do that. I spoke with two different agents yesterday but each time after clearing cache and reinstalling the app, I would suddenly be told they had a tool outage. Really, two in one day, 10 hours apart?

I just launched the app to see if it still showed Standard Edition to try chat again and find that after yesterday's patch for the game I can't determine which version the app thinks I have. The game only shows on the left border, not actually in the library, and I could click and get to where the version showed, last time played and hours played, then launch the game from there. However, clicking the same arrow today just launches the game. So, I have two questions. All that shows for game name in the left border is The Sims 4. Do any of you with the Premium or Digital Deluxe version have those words displayed as well as The Sims 4, and/or, does the game show in the library tab as well? I can't go back to chat and state that the app is showing the wrong version since I don't see anything that tells me anymore.

My second question deals with how in the heck I can call support? I'm into my second week of dealing with this and feel I could resolve the issue by phone much more quickly. I can't get a call option to appear. It shouldn't be this difficult to find a call option.

The reason I want to be sure the version is correct is because I have been waiting to resolve the issue before setting an appointment for some computer work that is probably going to result in Windows 11 having to be reinstalled. I don't want a problem when I have to redownload the app and reinstall the game. I will have my saves backed up but if I lost the bonus content it would disrupt all of them since I use a piece of it in a build I have in every single save that I have.

Please see my post above.  I am attaching a screenshot of what I see in the EA App when I select library.  Note TS4 appears under installed games but under the actual library area, it doesn't show up at all.  Is this what everyone sees who has the Premium Edition or Deluxe Digital Edition?  When I was on Origin, the Premium Edition showed up in the actual library and I launched the game from there.  If you have either Premium or Deluxe do you see what I see, or is there something to indicate what version you own?

I posted in the EA App forum but haven't gotten a response. Could I please impose on someone to look at my posts here: https://answers.ea.com/t5/Bug-Reports-Technical-Issues/The-Sims-4-Standard-Edition-instead-of-Digital-Deluxe-Edition-on/td-p/12020015/page/2 ? I would like to know if the screenshot I posted is what someone who has the Premium or Deluxe Edition also sees.

I had been in the process of trying to get help for the wrong owned version of the game showing up for about two weeks and the latest patch has complicated my dilemma because I now can't see what version the app thinks is installed.  The day before the latest patch Help had technical difficulties on their end and after the patch, I don't see a way to tell what version the app thinks is installed.

If any clarification is needed from me, please let me know. I am confused as to why the game only shows as installed and doesn't actually show as owned in the library of owned games and would like to know what others who owned the Premium or Deluxe versions of the game before it went free see. Thank you for any insight that can be offered.

Hi @dolldrms1,

Your posts have been merged in with the main thread on this topic, please see the accepted solution here for more information on the Premium/Deluxe/Limited Editions and how they now appear in the EA app. 

Hi @EA_Solaire

Thank you for merging and a response. Apologies, I didn't see this thread when I posted.  However, I still have a question. Since I'm looking at a reinstall of Windows 11, I will have to redownload the app and the game. No icon at all for The Sims4 appears under the owned games in my library, so I will have to use the free game download from the store to reinstall it. Somehow, doing it that way, I have serious doubts that the bonus content will be included but don't want to arbitrarily uninstall it now to test that theory. Regardless of what icon is applicable now, why doesn't one show under owned games? It only appears as installed, not in the owned section.

I don't find this acceptable. If down the road the game is pulled from the store for some reason, and that's the only way I had to redownload it, I would completely lose access to a legitimately purchased game.

@dolldrms1 

That sounds like you're logging into a different EA account than the one you had originally purchased all your content on.

Please see the current thread we have on that issue here for more information on how to verify if you're logging in correctly, and what steps to take to resolve this. 

Hi @EA_Solaire,

That isn't the issue for me. I have only had one account under which I have made purchases and I do have order history showing under my email address. There was one entry that I don't understand. On the same day I purchased Growing Together, right above it there is an order shown for The Sims 4 at no charge. I don't know, though if that has to do with an internal entry for the bonus content that came with the game. I only have one order number for Growing Together which includes the bonus content on my receipt.

Live chat mentioned they showed I downloaded the standard version on 5/17/23, which I most certainly did not do, and after providing the activation code, they do see the Premium Edition, too. They first told me to uninstall and reinstall the Premium Edition, but I can't do a reinstall since it isn't showing under owned games. My only recourse would be to download the free version from the store. I am afraid that will make the situation even worse than it is. The solution was do nothing now since all add on content is showing in my game but I just can't accept that. Why can't whatever code is necessary to have the icon now used for the Premium Edition show under owned games be implemented to fix this issue?  I am baffled as to why this isn't a simple fix on the EA App side.  Since I didn't download the game in May, it seems like it has to do with whatever was done to get three game versions under one icon, but I'm guessing.

If there is anything you can do to help me accomplish having the game show correctly as owned, I would appreciate it. I have tried to resolve this for a little more than two weeks. I have 22 emails and 3 chat sessions under my belt and don't feel like I have a resolution whatsoever. That's why I wanted to know from another Premium Edition owner whether or not The Sims4 game showed up for them in the owned game section. I wasn't sure if there was a visual change from the Origin app because I didn't change from Origin to the EA App until I absolutely had to do so. Everything showed correctly in Origin and I had no issues. Since you brought up the email address, obviously it should show under owned games.  I am not logging in under an incorrect email address.  I have remained calm and polite with everyone but the internal stress over this is very real for me because I think I am facing a reinstall in the very near future and don't want a problem.  I own all expansions and bonus content, game packs, stuff packs and all but the last four kits.  

Thank you again for communicating with me.  Trying to get this fixed has been, and still is, a painful process.

@dolldrms1 

Thanks for checking this- so if all your owned content is appearing for you in your order history, that means you are logging in correctly. However, if your content isn't appearing in your game library in the app, let's please clear your cache for the EA app following the steps here. 

Once you've done that step, please let me know how your game library is looking then. 

Hi again @EA_Solaire,

My owned content has been appearing in game. The Sims4 shows as Installed 1 but under "my games" the app shows 6, none of which is The Sims4. It shows as in my earlier pic where that second row is hard to see but the only game in that second row is Sims 3. I don't have any of the other five games installed. In addition to showing as installed, shouldn't it also appear in "my games"? Without it being present there, how could I reinstall it, if it gets uninstalled. I would have to redownload it from the store and at that point, I think all add on content would be lost.

I had already cleared cache twice and even reinstalled the EA App with prior support agents and it didn't help. I wanted to do as you asked, though, so launched the app to clear cache again. Nothing changed except when I went into manage add ons, it showed Bust the Dust and Country Kitchen kits as downloadable. That completely throws me since nothing was showing to download with prior clearing of cache and to my knowledge, the kits weren't missing from add ons before. I didn't get any missing content notices from saves I've launched recently, so that confuses me. I went ahead and downloaded Bust the Dust and it showed it downloaded. The option to download Country Kitchen disappeared but was suddenly appearing in the add on list as installed. I then clicked the icon to launch the game and immediately see "Standard Edition Owned", which isn't the case at all. Regardless of the icon used, shouldn't the wording show "Premium Edition"? If by some chance the decision was reached to just show Standard Version for everyone, then so be it, but shouldn't the game at least show for me in the "my games" area?

This isn't a problem that can be cured by clearing cache or even reinstalling the app. I've done both, multiple times. I think someone on the EA App side needs to change a code or something to get The Sims4 to show as owned under the "my games" area. I feel a little ridiculous taking up your time with this since the game and the add ons are working fine. However, since I'm facing that reinstall of Windows 11, I would like to be sure that I can reinstall an owned game and not have an even worse problem by having to reinstall it from the store. Yet another thank you for continuing to try to help.