Community ManagerThanks for checking this- so if all your owned content is appearing for you in your order history, that means you are logging in correctly. However, if your content isn't appearing in your game library in the app, let's please clear your cache for the EA app following the steps here.
Once you've done that step, please let me know how your game library is looking then.
Hi again @EA_Solaire,
My owned content has been appearing in game. The Sims4 shows as Installed 1 but under "my games" the app shows 6, none of which is The Sims4. It shows as in my earlier pic where that second row is hard to see but the only game in that second row is Sims 3. I don't have any of the other five games installed. In addition to showing as installed, shouldn't it also appear in "my games"? Without it being present there, how could I reinstall it, if it gets uninstalled. I would have to redownload it from the store and at that point, I think all add on content would be lost.
I had already cleared cache twice and even reinstalled the EA App with prior support agents and it didn't help. I wanted to do as you asked, though, so launched the app to clear cache again. Nothing changed except when I went into manage add ons, it showed Bust the Dust and Country Kitchen kits as downloadable. That completely throws me since nothing was showing to download with prior clearing of cache and to my knowledge, the kits weren't missing from add ons before. I didn't get any missing content notices from saves I've launched recently, so that confuses me. I went ahead and downloaded Bust the Dust and it showed it downloaded. The option to download Country Kitchen disappeared but was suddenly appearing in the add on list as installed. I then clicked the icon to launch the game and immediately see "Standard Edition Owned", which isn't the case at all. Regardless of the icon used, shouldn't the wording show "Premium Edition"? If by some chance the decision was reached to just show Standard Version for everyone, then so be it, but shouldn't the game at least show for me in the "my games" area?
This isn't a problem that can be cured by clearing cache or even reinstalling the app. I've done both, multiple times. I think someone on the EA App side needs to change a code or something to get The Sims4 to show as owned under the "my games" area. I feel a little ridiculous taking up your time with this since the game and the add ons are working fine. However, since I'm facing that reinstall of Windows 11, I would like to be sure that I can reinstall an owned game and not have an even worse problem by having to reinstall it from the store. Yet another thank you for continuing to try to help.
Community ManagerMy apologies as I was misunderstanding your post- what you're seeing in the EA app is normal, any owned games that are also installed will show under the Installed section in the EA app, not under just owned. Anything owned but not installed will appear under My Games. The Sims 4 is still owned and playable on your account, and you can access it from another PC. If you load up your EA app on a different PC where The Sims is not currently installed, you will only see The Sims under the My Games section as it is not yet installed. Once it's installed, it will move up to the Installed section instead, as the game is both owned and installed on that PC.
I hope this clears a few things up for you!
Oh my gosh @EA_Solarire, please do NOT feel that you owe me an apology. You have made me feel like someone has actually listened to what I was saying and helped me more than any support agent. I truly appreciate the time you have spent with me!
My first thought is that this isn't thought out well by the EA App. If a game is owned, it should show under "my games", whether or not it is installed, so there is no confusion. That is feedback offered constructively. Additionally, though, what I still don't know is whether or not what is installed should show the correct version. As I've stated, I see Standard Version, which isn't correct. I reiterate that I understand there is now one single icon shown but shouldn't the version wording at least indicate "Premium Version"? In my case, any content lost with a reinstall should be recoverable with order history. BUT, and in my mind it is a big but, I shouldn't be worrying that another drawn out session with help might be necessary to recover content. This "fear" stems from EA help telling me they see both standard and premium on my account. That's just weird and leaves me with an uneasy feeling, but I have no control over what is coded into the app side. Also as feedback, it didn't help that a support agent told me to reinstall the Premium version and I had to tell him/her that the premium version was never on the store, that it was in retail outlets and was activated by a code in the box.
At any rate, I don't want to take up more of your time but can't stress enough how much I appreciate the time you have spent with me. Do I feel totally at ease? No, but primarily because of conversations with help. With the Windows reinstall I'm facing, I shall just hope for the best. Not meant as a threat, I wanted to get at least a couple of the kits I am missing but will hold off in doing so for now. I am simply unsure I want to invest in any more content at the moment. Another feedback thought is that the EA App wasn't ready to move from beta to full use. I don't participate in betas because of the problems that can be encountered. An enforced move from Origin for PC should have been further delayed.
