Hello
Thank you for your reply I don't have a screenshot of the error but I'm in the US and I know she doesn't use a VPN
@POOKIEig When you get a chance, I would like to see a screenshot of the error just for reference. This error shouldn't happen to someone in the U.S.
In the interim, can your friend try installing Sims 4 through the EA App instead? If she owns any packs in Steam, those wouldn't be available, but that's fine for the purposes of this test. If she sees the same error, the next step would be to try using a different EA account on the same computer.
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