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.
