This thread was written a year ago and has been superceded by current, more relevant threads. For anyone reading this thread, please use this master thread for DLC that was purchased through the EA App not being available to download: https://answers.ea.com/t5/Technical-Issues-PC/Purchased-DLC-not-appearing/m-p/12944406#M260592 And please use this one for third-party codes: https://answers.ea.com/t5/Technical-Issues-PC/Sims-4-DLC-key-not-working/td-p/12979485 Since we have master threads now, I'll lock this one here. Some players are having trouble downloading and installing the newest kits, Pastel Pop and Everyday Clutter. Or the kits show as installed, but the content doesn't load in-game. If you are affected, please try the following: Clear the EA App's cache and repair the game: open your game library, hover over the Sims 4 icon, click the three dots, and select Repair. Reinstall Origin and download from there. You can go back to using the EA App after you're done, and there's no need to uninstall it. Delete the folders for the two new kits and download them again. The folders are SP36 and SP37 and are within the game's program files, in [install location]\The Sims 4. Change the install location. (You need to use Origin to do this.) Create a new folder on your computer, open your Origin game library, right-click on the Sims 4 icon, select Move Game, and choose the new folder. Once Origin is done, repair the game (in the same right-click menu), and download the kits again if necessary. If none of this helps, please post your exact issue: that the kits won't download, that they download but don't show in-game, or something else. If you get an error, please post a screenshot.

Update-Installing orgin again worked immediately!The kits started to download right a way.Thank you so much for all your help!!!

I purchased both the new kits today, they are showing up as "You own this add-on" in my collection, but it's not letting me download either kit. I have rebooted my rig, and repaired my game. I have also removed my mods folder.

@puzzlezaddict The language-switching method has worked. I changed the game language to my native tounge, i.e. Polish, and back to English. Finally, the item descriptions show up in English. Thank you for all the help you have given me with downloading the kits.

@puzzlezaddict thanks so much for this. EA tech support basically told me that it was a known issue and to sit tight.

@mgreenbaby2012 You can download the Origin installer from here: https://answers.ea.com/t5/Origin-Client-Web-Technical/Downloading-and-installing-Origin-Windows-and-Mac/m-p/11915666

puzzlezaddict

Hero+

3 years ago

[Outdated] Pastel Pop, Everyday Clutter Kits download/install issues

This thread was written a year ago and has been superceded by current, more relevant threads. For anyone reading this thread, please use this master thread for DLC that was purchased through the EA App not being available to download:

https://answers.ea.com/t5/Technical-Issues-PC/Purchased-DLC-not-appearing/m-p/12944406#M260592

And please use this one for third-party codes:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-4-DLC-key-not-working/td-p/12979485

Since we have master threads now, I'll lock this one here.

Some players are having trouble downloading and installing the newest kits, Pastel Pop and Everyday Clutter. Or the kits show as installed, but the content doesn't load in-game. If you are affected, please try the following:

Clear the EA App's cache and repair the game: open your game library, hover over the Sims 4 icon, click the three dots, and select Repair.

Reinstall Origin and download from there. You can go back to using the EA App after you're done, and there's no need to uninstall it.

Delete the folders for the two new kits and download them again. The folders are SP36 and SP37 and are within the game's program files, in [install location]\The Sims 4.

Change the install location. (You need to use Origin to do this.) Create a new folder on your computer, open your Origin game library, right-click on the Sims 4 icon, select Move Game, and choose the new folder. Once Origin is done, repair the game (in the same right-click menu), and download the kits again if necessary.

If none of this helps, please post your exact issue: that the kits won't download, that they download but don't show in-game, or something else. If you get an error, please post a screenshot.

45 Replies

Sylmos
New Vanguard
3 years ago
I have the same problem. I bought two new kits for The Sims 4 Today. I purchased Pastel Pop Kit and Everyday Clutter Kit. None of the kits is visible in downable add-ons. They also do not show up in the installed add-ons and & in-game content. I can't install them. The EA app says that I can buy add-ons, even though I have already purchased them.
EA_Solaire
Community Manager
3 years ago
Hey there @Sylmos,

That sounds like there may been an issue with the transaction in the EA App for these kits- this isn't something we can look into over AHQ as we don't have access to your account details, but the live support team can review your account and investigate that a bit further.

Please get in touch with the live support team through the help site here, or you can get in touch through Twitter or Facebook as well if you prefer.
sdhoey
Seasoned Rookie
3 years ago
I purchased both the new kits today, they are showing up as "You own this add-on" in my collection, but it's not letting me download either kit. I have rebooted my rig, and repaired my game. I have also removed my mods folder.
roomzthedj
3 years ago
Despite showing up as downloaded on my EA app and in game, none of the objects from Pastel Pop or Desert Luxe show up in my buy/build mode. I have tried repairing the game, it has not helped.
crinrict
Hero+
3 years ago
@roomzthedj EA app has issues with downloading the kits

Try Origin instead. You can re-download it from these link: https://answers.ea.com/t5/Origin-Client-Web-Technical/Downloading-and-installing-Origin-Windows-and-Mac/m-p/11915666
TheSpaark
3 years ago
i tried to download the new kits and the EA play app says they are installed but they dont show up in game. I'm currently repairing the game. I had MCCC and UI cheats installed but removed them before downloading. i dont understand why they aren't there.
sauvagja
3 years ago
@Sylmos did you get an answer? i bought the 2 kits today and they will not download. i downloaded the EA app (replaced Origin) thinking that would help...but it didn't.
puzzlezaddict
Hero+
3 years ago
@Sylmos @sdhoey @TheSpaark and @sauvagja I've merged your posts with the master thread for this issue. Please try the suggestions in the first post, and if they don't help, please provide the requested info.
Sylmos
New Vanguard
3 years ago
@sauvagja I got the answer that they know about this problem and that they are working on it.
Sylmos
New Vanguard
3 years ago
@puzzlezaddictThank you for your help. Reinstalling Origin was the solution. Kits show as owned and download in the Origin. All of the objects from kits don't have the description. They appear as **DEBUG** in both EA app and Origin. They have a price and environment. No errors. I play on PC (Windows 11).