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b6914b3d77daefb5's avatar
b6914b3d77daefb5
Newcomer
1 day ago

Missing DLCs

Dear EA Support,

 

I am deeply frustrated and disappointed by the lack of proper assistance regarding my missing Sims 4 DLC packs. Despite owning these packs for years and having them fully accessible on my account until recently, they suddenly disappeared without explanation after the migration from Origin to the EA App.

 

I have reached out multiple times, yet support repeatedly dismisses my issue by wrongly claiming my DLC was purchased through Xbox or third-party platforms, which is absolutely not true. I was abruptly disconnected from chat without resolution.

 

This is unacceptable treatment for a paying customer. I demand that this case be escalated to a senior account specialist immediately and that my entitlements be fully restored.

 

Please address this issue promptly.

 

Thank you.

These are 2 different chats with 2 different agents.

ea app
expansion packs
game packs
missing content

1 Reply

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    1 day ago

    Hey there b6914b3d77daefb5​ 

    For Get to Work- did you previously have an EA Play membership, or an Xbox Ultimate subscription?

    If you had Xbox Ultimate and your gamertag is attached to your EA account, that does give you access to EA Play. With EA Play, Get to Work is included in that membership for your EA account. However, if that Xbox Ultimate subscription is now expired, that would also remove your access to Get to Work on your EA account. 

    For your other missing packs, it does sound like those were registered on a secondary EA account instead of the account you're currently logged in with. Here on the forums, we wouldn't have access to your account to investigate into this further, but I'd recommend reaching back out to live support and providing any other emails or EA ID's you might have so they can help locate your packs. Be sure to also attach this forum conversation when you contact live support again so they have additional info on this to reference. 

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