I paid for the new Sims 4 expansion pack 'Adventure Awaits' on the 29th of September - almost a week ago and while the money has come out of my account and has been gone the whole time, my game is still saying I need to purchase it and there is no option to download it.
I send a message through the report a problem on the day I made the purchase and haven't heard anything which is why I'm reporting again through different methods.
Community ManagerHey Cait061199,
Sorry to hear you still haven't been able to hop into this pack yet. I see you mentioned the money has already left your account; can you check your order history from this account page to see what status is listed?
When you initiate a purchase the funds are pulled from your account, but are generally held by your bank/card company until the transaction completes. If the transaction instead fails, your bank/card company would release the funds back to your account rather then passing them on to us.
If you're seeing a failed status, it may help to reach out to your payment provider just to check and be sure there aren't any other holds on their end. This page also has some details you can check into for your specific payment provider, though if those don't do the trick you can reach out to support at the bottom of that article so they can take another look at the particular transactions in question.
