Forum Discussion

babieunicorn's avatar
babieunicorn
10 months ago
Solved

Lovestruck Preorder issues

I am not sure just where to go for my problem, I preordered The Sims 4 Lovestruck, and the money has already been taken from my account, today I go to download, and it does not show up as in my libra...
pc
  • EA_Solaire's avatar
    EA_Solaire
    10 months ago

    Hi there @babieunicorn 

    If you look over your account's order history, are you seeing this transaction showing as completed, processing, or failed?

    If it's stuck in a processing state, you'll want to get in contact with the live support team so they can review your billing information with you and see what's happened. You can contact live support from the site here: https://help.ea.com/en/help/faq/using-ea-help/ 

    For missing preorder content from purchases bought directly from the EA app, please contact live support so they can take a look with you. 

    If you're running into any issues with a code or missing preorder content purchased through a 3rd party retailer, you'll need to reach back out to that retailer to look into a refund or replacement for this purchase. 

    Please also read over the post here for more information on where to safely purchase packs from. 

PipMenace's avatar
PipMenace
Hero
10 months ago

@danasofly115Unfortunately, CDKeys is not on the approved vendors list, so if they did not give you a second code for the bonus content you’ll have to take it up with them. EA does not offer support for purchases from unapproved vendors.

danasofly115's avatar
danasofly115
10 months ago

That’s crazy they should give me the bonus content regardless as I have redeemed the pack within the time frame. I don’t care that much but it seems pretty unfair 

  • danasofly115's avatar
    danasofly115
    10 months ago

    I also filtered for just lovestruck in CAS it was not there or in buy mode

    • PipMenace's avatar
      PipMenace
      Hero
      10 months ago

      @danasofly115  When buying from a third party vendor, you have to get two codes in order to get both the pack and the bonus content. If you did not get the second code, you’ll not have the bonus content in game - but you can follow up with CDKeys and request they give you the code for the bonus content that goes with your purchase, which they should have had and should be able to give you.

      Unfortunately not all vendors dependably do this; some just don’t bother with the second code and others even sell it separately. It’s recommended to only buy from the approved/supported vendors. Personally, I’ve found it much easier when I just get packs directly from EA; it avoids any chance of bad or missing codes.

      • elizah81's avatar
        elizah81
        Rising Novice
        9 months ago

        I did receive 2 codes - one was for the game installation (genkeys) the other one is a word / sentence code. I can’t seem to key in the 2nd code anywhere - so where do i key in the sentence code? The EA app didn’t seem to recognize the sentence code

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