Forum Discussion

meowimmakitty's avatar
meowimmakitty
2 years ago
Solved

Pack from Amazon not Appearing on Account

Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Often (50% - 99%)
What is your current game version number? 1.99.305.1020
What expansions, game packs, and stuff packs do you have installed? High School Years Cottage Living Cats and Dogs Seasons City Living Get to Work Get Famous Island Living Discover University Get Together Snowy Escape Eco Lifestyle Dream Home Designer Parenthood Jungle Adventure Luxury Party Fashion Street Kit Desert Lux Kit
Steps: How can we find the bug ourselves? 1. Buy a Pack from Amazon 2. Enter Code 3. EA launcher accepts code 4. EA launcher does not allow download 5. Go to pack page 6. See it says purchase
What happens when the bug occurs? Unable to download or install pack even though code is accepted. In-game it also recognizes that I own the pack.
What do you expect to see? To be able to download the pack
Have you installed any customization with the game, e.g. Custom Content or Mods? Yes
Did this issue appear after a specific patch or change you made to your system? No

‌

Hi, apologies if this isn't the right forum, I was told to post here by EA Support. If I need to post in a different forum, please let me know. Thanks to the Amazon Game Pack Sale, I bought two packs, Dream Home Designer and Spa Day and redeemed the codes in the EA app. I put in the code for Spa Day and when I got to the last screen, the download button didn't work. Thinking it was just a weird bug, I tried from the product page and it said "purchase" instead of download. I then tried the other pack to see if the issue would repeat and it was accepted and downloaded with no issues. I then tried the following troubleshooting:

  • Putting the code back in - just told me it was already used. I tried this from the App and the Account Management Page. 
  • Reloading the app
  • Reloading the library page
  • Logging out and logging in multiple times
  • Clearing EA Cache like 8 times
  • Uninstalling and Reinstalling completely, restarting my PC and trying again. 
  • Repairing the game in EA 
  • Closing background applications

In game, it recognizes that I own the pack and to download it to use it. I also asked EA support before getting off of the chat if the pack was actually on my account (also to make sure I didn't put it on the wrong account somehow, even though I only have one EA account lol) and it is. I tried clicking the purchase button and it looks like it would allow me to purchase (didn't go through with it for obvious reasons). 

pc
  • meowimmakitty's avatar
    meowimmakitty
    2 years ago

    Update: 48 hours later, pack is finally showing as owned and I was able to download it! Very weird bug but I'm glad it resolved itself

5 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @meowimmakitty  The packs showing as buyable in the EA App might be a temporary glitch.  Try clearing the EA App's cache and restarting your computer.

    https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

    Do the packs show under Manage Add-ons?  If so, try downloading them from there, or let me know if they're already installed.  There is a current issue with the Download button not working, and a different one with packs showing as installed but not loading in-game.

  • meowimmakitty's avatar
    meowimmakitty
    2 years ago

    Yes, I tried that before and just tried it again almost 24 hours later with no luck unfortunately. It does not show in manage add-ons at all either. The other pack does show there and in-game but not Spa Day. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @meowimmakitty  Please contact EA customer support and ask about the status of the code for Spa Day.  I strongly recommend live chat rather than email.  If you're having trouble finding the option, try this link:

    https://help.ea.com/en/help-contact-us/?product=the-sims-4&platform=&topic=missing-game&category=manage-my-account&subCategory=find-missing-game

    Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

  • meowimmakitty's avatar
    meowimmakitty
    2 years ago

    Unfortunately, they have been no help. I've been going back and forth with them multiple times, explaining my issue with screenshots and detailing what I've done but they do not seem to understand my issue is that I cannot install the packs that are shown as owned in game but not shown as owned on their launcher. I've messaged them on Twitter as well with no response. I'm going to put the screenshots I took for support in here and pray that someone from EA sees it and can make sure the issue is reported for me because chat and email both have been no help. ☹️ Incredibly frustrating to put so much money and time into a game only to have such a poor experience when something goes even slightly wrong. I appreciate you trying to help. 

  • meowimmakitty's avatar
    meowimmakitty
    2 years ago

    Update: 48 hours later, pack is finally showing as owned and I was able to download it! Very weird bug but I'm glad it resolved itself

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