Partial Refund Shows Pack as Not Purchased

Hi there. Thank you for the update. I have checked my account and my Sims 4 Cats and Dogs is still missing and shows that I do not own it

@SoneNell 

Thanks for this update- please clear the cache for the EA app with these steps and check again for me. If it's still not appearing, please attach a screenshot to your post of what you see for Cats & Dogs in the EA app. 

I have cleared my cache again, but still no luck. This is what it shows

Hi there, my city living still does not show. I have also cleared the cache and it still shows as unpurchased.

I am desperately hoping someone can help me, or at least get me in contact with a competent agent who can. 

Several days ago, my game started crashing within a few minutes of loading a save. I assumed it was a Mod / CC problem and did all the standard troubleshooting for that. Removing all mods / cc and clearing the localthumbcache did not work. Deleting the TS4 folder and launching the game to generate a fresh folder did not work. Repairing the game through the EA App did not work. Completely reinstalling both the EA App and my games did not work. Clearing the EA App's cache did not work. 

The reinstallation process, however, did make me aware that 3 of my owned packs are missing. Again. This exact same problem happened in October with these exact same packs - Spa Day, Dine Out, and Backyard Stuff. I actually posted in these forums when it happened. I know the issue is related to a partial refund I received when I purchased the packs in 2016. For whatever reason, unlike Origin, the EA App has a problem recognizing partially refunded games as being completely owned. Last time this happened, I spoke to a dozen different agents via chat until I found one who solved my problem. The agent was able to access my account and reinstate ownership of my packs, somehow pushing them through to the EA App. 

They have been working perfectly fine until now. I cannot 100% confirm that the crashing is related, but I do remember my game updating shortly before the crashing started, so it's possible the EA App purged that data while updating / verifying my files. Regardless, my paid content was revoked without cause.

I will outline steps I've taken to resolve the issue independently, and with the (frankly worthless) advice from EA Support. 

1. Removed mods / cc and deleted localthumbcache.
2. Verified mods / cc was up to date.
3. Checked forums and discords to confirm mods / cc were not being reported as broken.
4. Ran batch fixes on cc anyway, just in case. 
5. Deleted the Sims 4 folder and regenerated a fresh folder.
6. Repaired the game via the EA App.
7. Cleared the EA App's cache. (I swear, if one more person tells me to do this, I'll cry.)
8. Uninstalled / reinstalled both the EA App and TS4 + packs.
9. Verified that my PC is up to date.
10. Performed virus and security scans to verify my PC is not infected.
11. Contacted EA support via email, explicitly outlining the problem, providing multiple screenshots, and detailing how this exact issue happened not even 4 months ago. 

I swear, not a single agent even bothered to read my case log. (Case #168538641, if providing that helps.) Every time I replied to the case, I got a new agent who started from scratch, telling me to clear my cache, linking me to unhelpful forums, or just deciding the case was solved for no reason. 

Also, I am fully aware that the "accepted solution" for this problem is to verify you are using the correct account. I have never had a second account. This EA Account has existed since March 2016, months before I purchased the aforementioned packs. It actually still has records of purchases I made on the TS3 Store in 2012. 

I'm 100% confident this is not a problem I can solve on my own. And again, I know with full certainty that EA can fix the issue from their end, as an agent did so in October. I just can't seem to get through to a competent agent who, at the very least, is willing to actually read my case log. If anyone here can help in any way, I would greatly appreciate it. I really don't want to repurchase packs I paid for seven years ago, even if they are on sale currently. 

Thank you.

@TitaniumHeartz  I doubt that the missing packs are the reason your game is crashing; these are probably two separate issues.  I've flagged the missing packs to someone from EA, as I can't help with that iether, and it's definitely disappointing that a previously-fixed issue has returned.

For the crashing, the Sims 4 errors are all access violations, too generic to be much help here.  And you've already covered most of the basic troubleshooting steps.  So please try a few things together, in the same test.  First, pause OneDrive syncing if OneDrive is running at all, whether you use it or not.  Right-click the cloud icon in the lower-right corner of the screen to see the option.

Next, remove, or delete if it has no content you care about, the Sims 4 folder that's currently in Documents > Electronic Arts.  Unless you restored the previous folder or its contents, this folder should be relatively empty, with your saves and other data either deleted or moved elsewhere for safekeeping.

Please clean-boot your PC, as described here:

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

The one service to leave enabled is the EABackgroundService, which the EA App needs in order to run.  Disable the rest as described.

When you reboot your computer, go through the Task Manager's background processes list shutting down any service that doesn't absolutely need to be running, for example anything from MSI Afterburner to RGB software might still be enabled.  If you accidentally kill a critical process and it doesn't restart on its own, just reboot your computer again.

Don't open anything other than Sims 4 and the EA App while testing, not even a browser window.

If this doesn't help, repeat the process, except take your computer offline after signing into the EA App.  You can put the App in offline mode, then disconnect from the internet before pressing Play.

If that doesn't help either, please do the same in a new admin Windows account.  Make it local, as in, don't link it to your Microsoft account.  If this helps, try playing in a clean boot but online, then without the clean boot; if the game stops working again, you can use the 50/50 method to figure out which service is interfering with Sims 4.

@thatonekid19 @SoneNell 

Thanks for that info, the team is continuing to investigate this issue- we'll be providing updates in this thread as we receive them. 

I did the update and at first it showed it wasn't there. I cleared the cache and restarted the App and it now shows that my City Living is installed