Re: Partial Refund Shows Pack as Not Purchased

@Stormraven523 

Would you check your account again now and let me know if you can access Kids Room Stuff please? 

I just checked my app and it shows "Kids Room Stuff" as installed and 'new'.

Hello, I am still not seeing a refund on the Sims 4 Cats and Dogs Expansion

@TeaHee72 

Please attach a screenshot of your transaction history for Cats & Dogs- please be sure to block out any personal information on your transaction history, like your email or Order ID.

Seeing as I bought Cats and Dogs in 2017, I do not have a transaction receipt for Cats and Dogs. But I can attach some screenshots of my households that have cats and dogs in them and my library that says I have to purchase the expansion pack again. I hope this is satisfactory proof that I bought the and owned the Cats and Dogs expansion, but no longer have access to it.

Seeing as I bought Cats and Dogs in 2017, I do not have a transaction receipt for Cats and Dogs. But I can attach some screenshots of my households that have cats and dogs in them and my library that says I have to purchase the expansion pack again. I hope this is satisfactory proof that I bought the and owned the Cats and Dogs expansion, but no longer have access to it.

Apologies- I found my transaction history for Cats and Dogs. Attached is a screen shot of it.

@TeaHee72 @thatonekid19 

Thank you for the details! 

We are currently investigating this issue with partial refunds preventing access to that DLC- I'll be updating you all here when we have more information to share on this. 

So the fact this is still an issue since OCTOBER and nothing has been fixed? I experienced this issue at the beginning of December. I can't even play the SIMS 4 because of this issue as City Living (which EA states I have to purchase because of a 6 dollar refund many years ago) is part of ALL saves, as well as most mods. I have tried to reach live support but the last person I talked to said 24 hours and it'd be fixed, which it wasn't. I've tried a few different times to reach live support but every time I click on the chat with us it just refreshes the page and doesn't actually connect me with anyone. Is this going to get fixed or should I stop buying packs? 

Is there any update on the situation? I haven't been able to play it since September 2023. How can EA be fine with so many of their users not being able to access packs they PAID for?

Hi all,

We believe this issue should now be resolved- please check your accounts and let me know if you are still unable to access your DLC. 

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.

@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