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hunterballard44's avatar
hunterballard44
3 years ago
Solved

Linked ea and epic and all my packs are gone

I linked my epic games and ea app accounts and all of my sims expansion packs and hours played disappeared. I tried contacting support but my case is stuck on “waiting for player” but they haven’t told me to do anything. 

Please help. I had so many expansions. 

pc
  • puzzlezaddict's avatar
    puzzlezaddict
    3 years ago

    @hunterballard44  Please contact EA customer support.  Find the email receipts from your original purchases and take screenshots of a few of them, including the headers.  You can upload these when you submit a help request.

    https://help.ea.com/en/contact-us/

    I would strongly suggest using live chat rather than email.  If you don't see the option, change the location in your browser window to U.S. or U.K., or choose a slightly different category of issue.

    And let me know if you don't get anywhere with support.

7 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @hunterballard44  Is it possible you linked the wrong EA account with your Epic account?  Your hours played would probably only show in the EA App, not in Epic, but your packs should still be available if you're in the correct account.

    Please go to ea.com, click Sign in, and use your Epic account to sign into the site.  You'll land in the EA account tied to the Epic account, and from there, please check your Order History for any Sims 4 purchases.  And check the username showing as well—if it's not your usual one, that would suggest that you created a new EA account rather than linking your existing one.

  • hunterballard44's avatar
    hunterballard44
    3 years ago

    I checked, there's nothing in my order history but it's the correct account. I just changed the email on it a month ago so I know it's linked to the right email and it's the correct ID. I've also never had any other accounts. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @hunterballard44  Please try signing into the EA App or ea.com with your old email address and see whether your content appears there.  It's possible the process of changing the email linked to this account went awry and created a new account instead.

  • hunterballard44's avatar
    hunterballard44
    3 years ago

    Thanks for the help. Signing into my account with my old email also shows that I have no order history, unfortunately. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 years ago

    @hunterballard44  Please contact EA customer support.  Find the email receipts from your original purchases and take screenshots of a few of them, including the headers.  You can upload these when you submit a help request.

    https://help.ea.com/en/contact-us/

    I would strongly suggest using live chat rather than email.  If you don't see the option, change the location in your browser window to U.S. or U.K., or choose a slightly different category of issue.

    And let me know if you don't get anywhere with support.

  • hunterballard44's avatar
    hunterballard44
    3 years ago

    I've tried live chat and they just closed the case without replying. They also closed my other cases now without replying at all. 

  • hunterballard44's avatar
    hunterballard44
    3 years ago
    I opened another chat and they were able to fix it! Thank you so much for your help!

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