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erinbarker's avatar
erinbarker
1 year ago

missing previously purchased sims 4 dlc pack / have the file but wont link to EA

i decided to re-download my whole sims 4 game including the ea launcher as it was playing up and when i opened the sims 4, i noticed that a whole DLC pack was missing. this pack was "Get Together", file name "EP02" for £34.99. i know i previously had it because it was a recent purchase of mine within the past few years and it mentions how i need the pack used in previous saves if i want to play the saved game again. the add on doesnt show up when i click to manage them in the EA app and isnt in my order history, nor is it included in the blue message that tells you how many add ons you have are, mine says 16 when it should be 17.

however it seems i still have the file for the pack. i searched through my whole PC and found that i had a file called "EP02", after going through my documents and my sims 4 game files, that was the only one missing. i searched it up and sure enough it was the "Get Together" pack. when i tried to place the file into the corresponding missing areas and repaired it in the EA app, nothing changed. instead when i ran the sims 4 game, it told me to purchase it as a confirmation to me that it didnt work. i have various images that show proof of me owning the pack previously, dating from specifically the 16th June 2024 and even before then.

i went through this forum page https://answers.ea.com/t5/PC/CURRENT-ISSUE-Sims-4-DLC-shows-as-installed-won-t-load-in-game/m-p/12416260#noDemo , yet it didnt help. i have no cache to clear now and i've repaired my game numerous times in the launcer.

i dont know how to get the EA app to recognize my missing files that i replaced and allow me to install the DLC pack onto my game again so i'm able to run it and have it recognise my 17 add ons instead of 16.

is there any way anyone could help?

pc

2 Replies

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

    Heya @erinbarker 

    If Get Together is missing from your order history on your account, it sounds like you may have purchased this pack on a different EA account instead. 

    For more help on locating this pack, you'll want to get in contact with the live support team so they can investigate this further with you- here on AHQ, we don't have access to your account details to take a look. You can get in contact with live support by following the steps here. 

  • erinbarker's avatar
    erinbarker
    1 year ago

    hi, thank you for your reply, however i dont have any other EA accounts at all, never have done and have always sticked to the same one,

    in addition when i go to create a case for live support, theres no option for "chat with us", only to email. so when i do email, it creates a case but tells me they're "waiting on player" but then when i click resume case, it takes me back to the dashboard and nothing changes?

    example included below:

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