Re: Growing Together - Download Stuck at Preparing
This is outragous tbh, when I go onto payment it says "processing" when i click the ? it says "we've billed you but some items have not been delivered" correct, they took it out my bank but im unable to download it. I tried customer service last night, it took 3 hours for them to get back to me (i was in bed) & the email was in another lanague. I'm honestly so appalled by EA customer service!!! I want my money back already, when are they going to address this issue?
I've restarted my pc (several times), cleared cache, uninstalled the app & reinstalled, even tried cancelling the pack to re buy. After I cancelled it it instantly said "complete" instead of "processing" i'm on chat with support rn lets see...
(UPDATE WASTE OF a HALF ON HOUR, AWFUL COMPANY!)
Chat started at 13:21
Thank you for contacting EA HELP, my name is Suraj, may I start with your first name please?
Suraj
13:21
georgia
13:22
Hi Georgia, I hope you are doing good. May I know how can I help you?
Suraj
13:24
my pack wont install
grow together
May I know what is the error you're getting?
Suraj
ive cleared cache, restarted app, uninstalled and re installed app
preparing
13:25
earlier i tried to cancel the transation and re buy the pack because the payment said "processing"
i had already been trying to download the app for hours with the message "preparing"
now my payment says "complete"
i only cancelled because it said it do it in the forums
but it seems the payment is "complete" now in my settings
13:27
i'd stil like the pack
it wont download
13:27
As I can understand, you're unable to download The SIMS 4 Growing Together. Right?
Suraj
13:28
yes
13:28
Please do not worry as I have understood your concern and I will quickly help you with this issue.
13:30
Please stay connected while I am working on your account.
13:32
Thank you for waiting.
13:36
I have made some changes in your account. Now, perform clear cache on EA app using the link below :
https://help.ea.com/en/help/faq/clear-cache-to-fix-problems-with-your-games/
13:38
Once it's done then fully exit the EA app then end the EA Background Service task in task manager, then relaunch the app, sign in and try again. You should be able to download the pack.
Suraj
13:38
it ssays download error
13:40
Did you tried the steps shared above?
Suraj
yes task manager and clear cache ill try task manager again
13:41
still saying donload error
13:43
download*
could it be because i need to re purchase the pack because I did cancel it, it gave me an email saying cancelled, but on my acccount it just says payment complete and on the ea app it says in library
13:44
Did you purchased it again?
Suraj
13:44
im unable because it says its in my library
13:47
im able to download it but in an error state, plus on my account ti says "complete" as payment not "cancelled"
13:48
Okay, so if you're still getting any issue then I would suggest you to wait for sometime. We are getting multiple contacts regarding this issue and it will be fixed anytime soon.
13:49
I appreciate your understanding on this
Suraj
13:49
so theres nothing you'll be able to do? Plus will i get my extra bits from the pre order since i did pre order but theres a fault with the system. i understand its not your personal fault but this is outrageous of EA
13:50
Yes, you won't face any issue with the pre order content. You can take my words for that,
Suraj
i am facing an issue with it right now though, ive just got to wait?
Yes, I appreciate your waiting. It will be fixed at anytime soon.
Please let me know if there is there anything else I can assist you with apart from this.
