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candiecoatediv's avatar
candiecoatediv
Seasoned Ace
3 years ago
Solved

Resolved - Free Desert Luxe Kit Unable to be Claimed

After being forced to switch over the the new EA app when I reinstalled sims 3 a week or two ago, I am unable to claim the new free Desert Deluxe Kit. It's making me pay for it and provide credit car...
pc
  • EA_Cade's avatar
    EA_Cade
    3 years ago

    Hey all, 

    As of now the claim period for the free Desert Luxe kit has ended, the kit is now available for purchase at its regular price in all regions. 

    If you were having issues claiming this kit during the time period it was free to purchase, please reach out to an advisor at http://bit.ly/EA_Contact_Us or on Twitter at @EAHelp for assistance. 

    Thanks!

EA_Cade's avatar
EA_Cade
Icon for Community Manager rankCommunity Manager
3 years ago

Hey all, 

We continue to investigate the issue some fans are having when attempting to redeem the free Desert Luxe Kit, at this time we believe that a certain subset of entitlements are not being recognized correctly and are therefor not entitling players to redeem the kit at no cost. 

I will update this thread as we get new information to share on this from our teams involved in the investigation process. @TheSimsDirect would also be a great resource to follow for updates to this issue. 

Update: We have begun granting the Desert Luxe content to those eligible to receive it in this thread, if you are still unable to claim the Desert Luxe Kit at this time please either reach out to us at Help.ea.com or at @EAHelp on Twitter so we can best assist. Thanks!

LanaQueenMeow's avatar
LanaQueenMeow
3 years ago

I have exactly the same problem. Couldnt update the game yesterday, the support told me to switch to the EA App. Well, I can enter my Sims game, but no discount for me. I spent literally the whole day on the internet to fix the problem - didnt work. And all the support dude told me on the phone was that I am wrong and the kit isnt free at all. I love when people know their job. Anyway, is there still a way to claim the kit before the date expires? Its just so unfair that everyone else is getting the kit except for me ☹️ (and all the players who have the same issue, thats not our fault). 

  • jpkarlsen's avatar
    jpkarlsen
    Hero (Retired)
    3 years ago

    @LanaQueenMeow 

    There are no date on when to redeem the free kit. You just have to own the basegame before Sep, 14.

    • LanaQueenMeow's avatar
      LanaQueenMeow
      3 years ago
      @jpkarlsen I own the base game, but the kit is only free until september 17th and that is what I mean. I am not able to redeem it now because it doesnt work! Who knows when or if they gonna fix it...
      • EA_Cade's avatar
        EA_Cade
        Icon for Community Manager rankCommunity Manager
        3 years ago
        @LanaQueenMeow wrote:
        @jpkarlsen I own the base game, but the kit is only free until september 17th and that is what I mean. I am not able to redeem it now because it doesnt work! Who knows when or if they gonna fix it...

        The kit is free until 8:00 AM PST on October 18th. We're still investigating this issue and hope to have an update to share soon. 

  • paintedponylove's avatar
    paintedponylove
    3 years ago

    I can't redeem the free desert stuff pack either, nor update my game without a network error on origin or EA app. 

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