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PhantasmKiss's avatar
PhantasmKiss
Seasoned Ace
1 year ago
Solved

Purchased Content Removed

The EA App on PC states that "Games have been removed from your library" due to "EA Play membership has ended". I do not have an EA Play membership, and the removed content was previously purchased. When I search SIms 4 Digital Deluxe it says that I own it, but it isn't in my add-ons, and the content isn't in my game. I have been downgraded to Limited Edition, despite purchasing/owning the deluxe content. 

   Removed:

   Up All Night Digital Content

   Digital Deluxe

I repaired my game, and the issue remains. Please assist to restore purchased content.

Is there a way to request help that isn't on a public forum, or is this the only way?

pc
  • PhantasmKiss's avatar
    PhantasmKiss
    1 year ago

    I checked the game, and the items aren't there anymore. I specifically searched for the animal hats in CAS, and the Laser Light Show in build-buy.

    I did connect with a different person at EA Help who recommended uninstall/reinstall and clearing the cache. 

    The second person was able to verify the purchase date for the content, so I am hopeful that I'll get it back.

    Edit/Resolution:

    I completely uninstalled/reinstalled, then cleared the cache for both the game and the EA App.

    My items are back! I can now resume rolling my eyes at all the Sims dressed as hot dogs, while I sip a zebra fizz at the flaming tiki bar.

6 Replies

  • PhantasmKiss's avatar
    PhantasmKiss
    Seasoned Ace
    1 year ago

    When I went through the support page, it ended up posting here, so I might be missing something...

  • PhantasmKiss's avatar
    PhantasmKiss
    Seasoned Ace
    1 year ago

    I had to dig a while to find a way to contact the help team. They will not restore the purchase unless I can provide the order number from 2015. I was not able to find the email. This is disappointing, as I have spent a ridiculous amount of money on Sims games over the decades, and I do not still have receipts for every transaction. 

    I am so disappointed in them for this.

  • PhantasmKiss's avatar
    PhantasmKiss
    Seasoned Ace
    1 year ago

    I checked the game, and the items aren't there anymore. I specifically searched for the animal hats in CAS, and the Laser Light Show in build-buy.

    I did connect with a different person at EA Help who recommended uninstall/reinstall and clearing the cache. 

    The second person was able to verify the purchase date for the content, so I am hopeful that I'll get it back.

    Edit/Resolution:

    I completely uninstalled/reinstalled, then cleared the cache for both the game and the EA App.

    My items are back! I can now resume rolling my eyes at all the Sims dressed as hot dogs, while I sip a zebra fizz at the flaming tiki bar.

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