Missing Games after Account Merge

Thank you Solaire, I suspected this was the case haha I thought it was quite strange to be told to come to a forum from ea.help lol Thank you for pointing me to Twitter/Facebook. I will be honest, and say I am confused having to work outside of your official support on ea.com to try to get this situation resolved. That really doesn't make sense to me, but I am desperately needing my games back and I'll do pretty much anything to see this situation resolved. I've contacted your team on Twitter now.

Were they able to help you regain your packs? I’ve merged my two accounts and at first all of my packs came through and downloaded fine but now it’s saying for a few of my packs that I don’t own them and I don’t know what to do.

Hi @Tsireya20 

Which packs specifically are you missing? Have you reached back out to live support so they can review the details of your merge and make sure everything was successfully transferred over to your new account? 

I am missing Cottage Living and the Industrial Loft Kit.

@Tsireya20  Please contact support again.

@sannajopinkHey I am having this issue now and none of my games gave actually reflected in the new account. I'm starting to get very worried because I own every single DLC for the sims 4 and I'm freaking out because that's a lot of money. The chat advisors were not that helpful as some of them didn't even know which game I was talking about after several times that I mentioned it. Some kept telling me to restart the app, clear cache, delete and download again, wait 24 to 72 hours and so on....they all confirm that my games show in my account and that it is a syncing issue.
I've gone through the steps above plus clean boot, plus restore my whole PC as I read someone solved it by installing the app on a different PC. I don't have a different PC.....so I restored to factory settings and still same. It's driving me crazy because I cannot access my content and at this point I have zero trust in EA and I'm afraid I'll lose all the money I've spent on this game.

Please tell me did you ever resolve this? 

@kat-stvrd  Which packs aren't working for you?  Do they show as owned in the EA App, but don't install or load properly; or do they not show as owned at all?

I'll flag your post to someone from EA once you reply, but it might take a couple of days to get a response given that it's the weekend.  So please be patient.  You can of course keep trying to deal with support in the interim.

Hi, thanks for taking the time, I'm literally desperate here because I get the feeling the live support advisors are just trying to get rid of me at this point because they do not know how to help me. 

In my old account I used to have literally ALL expansion pack, all game packs and all kits except for "For rent". 

On my new account, I purchased "for rent" and then asked for a merge. 

I am missing EVERYTHING from the previous account. According to chat advisors, all my content shows in my new account on their end but for me and there is a sync issue. 

The EA app shows I only own:

Base game (free to play now)

For rent EP  (which I bought in the new account)

My first pet stuff pack (which was free and redeemed on the new account)

Everything else, the app is showing I need to purchase again. 

@kat-stvrd  I remember seeing a thread from another user where it turned out that the support rep hadn't merged anything, they'd just changed the email on one of the accounts.  So please try to sign into your old account and see whether it works.  If the merge was done correctly, the old account should be gone; if that's not the case, then you've demonstrated that the merge wasn't done correctly.

I've flagged your posts, but like I said, it'll probably take a couple of days to get a response from someone from EA.  And I'm not saying a community manager could solve this directly, but they at least may be able to give you some guidance in how to approach support this time around.