Re: Resolved - Free Desert Luxe Kit Unable to be Claimed

@SinginAZ 

You will be required to enter payment info into this window to claim the pack- but you should not be charged anything for the kit. If Origin or the EA App is showing a price on this kit after you enter payment information instead of showing the kit listed as free, please let me know. 

After entering the payment information, it proceeded to the next screen showing $0.00 and then thanking me for my purchase. However, it is not downloading the Kit.

It seems that it is *requiring* me to update my game, which I do not want to do until some -major- bugs are fixed (i.e. aging, adult/child-teen relationship glitch [my 8 y/o watches me play sometimes.. the question about that interaction would be very uncomfortable to answer], etc.).  So.. is it necessary to do ALL the updates in order to download and use the Kit?

Hi, I have the same issue. I tried it via origin, the EA app and the library in the game but nothing works.

Still showing the price. It’s not free after putting in payment info

Heya @arcanux 

Are you using the EA App or Origin when this happens? If Origin, can you try using the EA App and let me know if that helps?

@pumahorn123 Those are authorization charges to validate your billing info, they'll fall off the account in a few days time. Please reach out to an advisor at http://bit.ly/EA_Contact_Us so we can take a look at why you're seeing this behavior.  

Origin.  I havent tried the EA app as its been problematic in the past and it tends to not play well with Origin.

Thanks @arcanux 

Can you grab some screenshots of this please? Specifically of the screens where the game is attempting to charge you. 

And now I've tried both, same thing.

Here you go.

Yes, on 9/8.  Birthday gift from the family.

Ahh hah!  Good news, it's downloaded!  Thank you!  Just as a side, my wife refuses to use the ea app due to it not detecting all the packs she has...which is everything for Sims 4.  Would this also be the place for her to seek a fix? Her email is [edit: email address removed]. 

PixiePalsOnly

Hey!! Newbie here! I too am having issues, HOWEVER, it shows I have the kit installed/own that content, but when I go in game it's grayed out and not available. When I go to my EA app it shows "Downloading" but won't let me cancel it or try again or anything. Any ideas? ☹️ 

Heya @MetalBarbie91 

Please create a new thread here for your issue, this thread is for fans who would not see the kit for free with their accounts. 

@i-wenhun, @QueeenofArtem Please reach out to an advisor at http://bit.ly/EA_Contact_Us so we can take a look at your accounts and get this sorted. 

I'm very new to this page and have no idea how to create a new thread? ☹️ I'm sorry...

@MetalBarbie91 

Click the New Topic button.

Hi! Can you please help me as well. I can't get the kit for free, via the EA app I get the paywall, I have the base game for years now.

@xnaddiaa I still had to select my credit card details in Origin but the amount said 100% discount so my card was never charged. 

i am also having this problem still. I added my payment info but still wants me to pay for it. I also bought the game in September. Can anyone help?