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felismala's avatar
felismala
Newcomer
14 hours ago

Missing packs

I have been having the same issue with multiple packs since the big update they did that added the marketplace. I have opened multiple tickets about the issue with no resolution in sight. I am not just missing one pack though I am missing many all owned outright. Mine include cottage living, journey to batu, snowy escape, parenthood, realms of magic, seasons... fracking crackers thats not even all of them. If any solution has worked for you I would love to hear it. I have tried a few workarounds with no success.

missing content
updates

2 Replies

  • Amy_Eight's avatar
    Amy_Eight
    Newcomer
    3 hours ago

    I have the same problem as the commenter

    Since the big marketplace order all of my packs are missing from my games like I never bought them, it's very upsetting. When I navigate over to Marketplace > My Collections, no packs appear like I never bought any and they don't appear in "Manage add-ons" either. And there are not in my order history page, the only thing here is the base game which is said to have been bought on the day I did the update thought the game is on installed on my computer since December. The files of the packs are still in my computer and when I got to download manager, in "finished" I can still see when my packs where downloaded but everywhere else it appears as if I never bought any.

    I am sure to be in the right EA account. Mine was created in 2022 when I was forced to go from Origin to EA, it went great all of my packs transfered well. Since that I have modify the email address of my account once and it went great all of my packs where still there. So I know I'm on the right account since I only have one, I did check the creation date and email and it's mine only account

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    4 hours ago

    Hey felismala​, 

    Sorry to hear that those packs aren't appearing. 

    Just to confirm, if you navigate over to Marketplace > My Collections, do the packs appear as 'Owned' or 'Deactivated' there? And are they showing as 'Installed' on the EA App under Library > The Sims 4 > Manage add-ons? If you could include a picture of or describe what you see, that'd be great. 

    Sometimes, packs appear to be missing because players have signed into the wrong EA account. If the EA App is saying you don't own the packs that are missing in-game and your Order History page is missing transactions, then it's very likely that you've signed in to the wrong EA account. 

    Let us know what you're seeing, and we can continue from there. Thanks! 

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