Hey all,
We've released an update that we believe has resolved the issue- please check your accounts now and let me know if your DLC is available to access and play.
I just reinstalled the Sims 4 and was forced to switch to the EA app from the Origin app and everything downloaded fine except for specifically the Sims 4 Get to Work which has just disappeared. I tried clearing the cache, logging out and logging in, repairing the game files, everything I can think of but it's just gone from my library. It's not under manage add-ons and the store page just has an option to purchase it again. I've owned Get to Work since launch and have been using it no problem up until now. When I hover over it in-game it says that it needs to be installed, but again, I can't find it anywhere to install it. It's still in my order history and wasn't purchased with a different account.
The only thing that's changed is I've had to use the EA app instead of the Origin app, so that's the only thing I can think that would be causing this. Every help thread I've found keeps saying that it means I'm logged into the wrong account, but besides the fact that I only have one account, it's still in my order history, so it was clearly purchased with this account. Help?
@Lizxy In your order history, do you see any sign of a full or partial refund for Get to Work? The EA App can see partial refunds as full ones and block access to DLC where Origin did not.
There seems to be a refund at some point but I'm not sure why - I never asked for one. Does this mean I have to buy GTW again? If so, that is not great considering its an old pack
@Lizxy You don't need to buy GTW again. This can be fixed by EA customer support, but support doesn't always know what to do. You can try contacting them anyway (again, if you have already) and explaining the issue. Feel free to link this master thread, where I've merged your posts, for reference.
As you can see from this thread, it's a common Known Issue, so hopefully the App team will solve it permanently at some point. In the interim, the problem needs to be fixed individually, by a support rep.
@puzzlezaddictI checked in my order history and found a partial refund. Since I didn't ask for one and continued using the DLC for all this time without issue, I dug through my emails and found this:
So, I guess I got a partial refund due to a change in price and the EA app has decided that means I returned the DLC. I'm in contact with EA now so hopefully this gets sorted
In case anyone was wondering, I've still had NO ONE help me at EA. They send me an email with yet another thing I've already tried, I tell them, again, that I've already done that and could they please do this specific thing I'm asking them to do. No response. Instead I get another, new person telling me they've been assigned to the case and they ask AGAIN which DLC it is and to clear my cache. I'm this close to losing it. This has happened FOUR times. What do I have to do to get someone to actually help me?? It's like none of them actually read my email, just skimmed the title and assumed I hadn't already tried all these things. I'm going to scream.
@Lizxy I've flagged your posts to someone from EA, but with the holiday weekend, it'll take a few days to get a response. Sorry I don't have anything better to offer than "please be patient," but that's unfortunately the current situation.
