Limited Edition + Update Complete Bug? - Sims 4

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. 

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.

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'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.