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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! 

QueenSims's avatar
QueenSims
Seasoned Rookie
2 years ago

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Other (Please Describe)
Please describe Library
When did this happen? (dd.mm.yy hh:mm) 22.01.2024
Summarize your bug The Sims 4 Collectors Edition does not appear in the EA App
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Try to start the Sims 4 Collectors Edition via the EA App
What happens when the bug occurs? The Sims 4 Collectors Edition does not appear in the EA App
What do you expect to see? The Sims 4 Collectors Edition does appear in the EA App

‌

I've contacted EA Help but customer support engineers always respond with the same "reach out to the retailer" as if offline reseller that sold me the Collectors Edition box has anything to do with the EA App bugs. When I tried to reply with all the details and screenshots - I was always getting another email from a different support engineer and another EA help case was getting created (I have about 10 already).

Nobody is even trying to help and the replies are (quoting):

  1. Please contact the retailer from where you have made the purchase
  2. I can understand your concern, but EA didn't support third party purchases, that is why you have to contact through retailer, regarding your issue. Sadly we are not able to do any thing in this case. (two different support engineers replied with exactly the same wording letter by letter - obviously they just copy/paste the answers)
  3. I would suggest you to contact your retailer in order to have further information into your concern
  4. Please reach out to retailers as we do not have option to check the transaction log from our end (again two different engineers with exactly the same wording)

It's been frustrating to say the least. Been struggling with the EA Help for a couple of days already. Back in the days with online chat it was way better.

I've found the same issue https://answers.ea.com/t5/Bug-Reports-Technical-Issues/The-Sims-4-Collectors-Edition-does-not-appear-in-the-EA-APP/m-p/11649099 and there was no solution.

Currently EA App shows the game in the library as The Sims 4 Standard Edition.

I've tried Origin for Mac and there I have 3 separate items in the library:

  • Sims 4
  • Sims 4 Digital Deluxe
  • Sims 4 Collector's Edition

Then I've tried Origin for Windows and with some black magic I've managed to launch it and it also shows all the 3 editions.

And I was able to launch and play the Collectors Edition.

So, it's definitely an EA App bug.

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

    Hi @QueenSims 

    I've merged your post into the current main thread on this- please see the accepted solution on page 1, and let me know if the extra content is not appearing in-game for you. 

    • QueenSims's avatar
      QueenSims
      Seasoned Rookie
      2 years ago

      @EA_Solaire
      The "accepted solution" says "The EA app now shows The Sims 4 game tile as Standard Version" that sounds more like bug description and not solution.

      If you sell different editions of the product and the customer pays extra to get it - doesn't he have the right to see the edition he owns?

      Previously I had Digital Deluxe Edition. I bought Collectors Edition specifically to have Collectors Edition in my library with the appropriate tile image. I'm buying all the available content - I have 81 addons bought and installed so far. As for the missing content - seems I have everything for the Digital Deluxe Edition except for the "Digital Soundtrack".

      Initially, I've preordered The Sims 4 Digital Deluxe Edition. Than I paid extra 80 euros (including shipping) in order to get Collectors Edition. And now the game is shown as Standard Edition and I don't even have all the content for the Digital Deluxe Edition. Basically, by buying Digital Deluxe + Collectors Editions I payed twice for the Digital Soundtrack that I no longer have in the library. And on top of that the game in the library is shown as Standard Edition without Collectors Editions tile.
      That is not ok.

      If I wouldn't care how the game is apprearing in the library I wouldn't buy Collectors Edition in the first place and would stay on the Digital Deluxe Edition.

      I'm not asking for anything extra - I'm asking for something I paid for.
      Since in the older app (Origin) everything still works properly it sounds like the servers/backend works properly but the EA App has frontend bug.

      • Gagea25's avatar
        Gagea25
        Hero
        2 years ago

        @QueenSims
        I've got the Collector's Edition, but the Ea app only shows it as Standard Edition. All the extra content of the Digital Deluxe Edition, is shown in the app and can be found ingame: Awesome Animal Hats, Life of the Party und Up All Night.

        Only the digital Sims 4 soundtrack is missing. According to EA_Cade Those were moved to Spotify 

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