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SandStorm129's avatar
SandStorm129
3 years ago
Solved

Limited Edition + Update Complete Bug? - Sims 4

The recent update for the Limited Edition of Sims 4 really glitched out the app. For me, the app kept saying, "Update Required" and I press the update button. However, every time it finished updating...
pc
  • EA_Solaire's avatar
    EA_Solaire
    3 years ago

    Hi @SandStorm129,

    The EA app now shows The Sims 4 game tile as Standard Version, but if you previously owned the Limited Edition or Deluxe Version, you'll still have access to all the extra content on your account. 

    In the EA app, please open your game library and click The Sims 4 game tile and go to Manage Game-> Manage Add-ons. Your extra limited/deluxe edition content should be listed here, you'll want to check for Life of the Party and Up All Night. If you're not seeing the extra content listed there in the app, be sure to let me know! 

EA_Solaire's avatar
EA_Solaire
Icon for Community Manager rankCommunity Manager
3 years ago

@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. 

dolldrms1's avatar
dolldrms1
Seasoned Ace
3 years ago

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.

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    3 years ago

    @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. 

    • dolldrms1's avatar
      dolldrms1
      Seasoned Ace
      3 years ago

      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.

      • EA_Solaire's avatar
        EA_Solaire
        Icon for Community Manager rankCommunity Manager
        3 years ago

        @dolldrms1 

        My apologies as I was misunderstanding your post- what you're seeing in the EA app is normal, any owned games that are also installed will show under the Installed section in the EA app, not under just owned. Anything owned but not installed will appear under My Games. The Sims 4 is still owned and playable on your account, and you can access it from another PC. If you load up your EA app on a different PC where The Sims is not currently installed, you will only see The Sims under the My Games section as it is not yet installed. Once it's installed, it will move up to the Installed section instead, as the game is both owned and installed on that PC. 

        I hope this clears a few things up for you! 

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