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Shizu9no1's avatar
Shizu9no1
New Veteran
3 years ago
Solved

Sims 4 - first Get Together and now everything's gone

I moved from an older computer to a new laptop over the course of 2-3 days. completing the transition this morning.  I'd downloaded/installed the EA App yesterday and thought it had processed all my ...
pc
  • Shizu9no1's avatar
    Shizu9no1
    3 years ago

    @EA_Solaire 

    I am reporting back to let you know that my problem with purchased packs missing from my EA App's Game Library has finally been resolved.

    Yesterday morning, I was able to request a LiveChat session and the EA Game Advisor (named Rohit) very quickly and efficiently restored my missing Get Together and Digital Deluxe Upgrade packs.

    Restoring the Digital Deluxe Upgrade pack caused the Spa Day pack to go missing, but Rohit persevered and restored the Spa Day pack, too.

    After a month of not being able to play Sims 4 due to the missing packs, I'm very grateful to the wonderful Rohit for his assistance.

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

Hi @Shizu9no1,

Did you at any point request a refund or partial refund for Get Together on your account?

This sounds like the live support team will need to check over your account and billing details, and potentially re-add Get Together to your account so you can access and play this expansion again. We aren't able to do this for you here on the forums as we don't have access to your account details, but live support can investigate further with you. 

Please contact live support from the help site here so they can take a look- I'd also recommend attaching this AHQ conversation when you reach out there so the team does have something further to reference. If you have any troubles reaching the support team from the site, please let me know! 

Shizu9no1's avatar
Shizu9no1
New Veteran
3 years ago
@EA_Solaire
I have also tried to uninstall & reinstall TS4, which had no effect on my issue.
As a last report, I submitted another error report on the EA App. My Report ID is below:
2e329a08-c899-43e9-9058-11971d34e1ec

Any assistance would be deeply appreciated.

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