Sims 4 DLC removed from account

Hi 2020jumanji​ 

I've merged your post into the current main thread on this as it sounds like this pack was removed from your account- please see the accepted solution in this thread for more information. 

I haven’t played my Sims game since 2023. I signed onto EA and started downloading my old game packs. It keeps giving me a notification that reads “You don’t have access. We’ve canceled the download because you don’t own this game. To play go to game hub to get the game.” However, when I was playing my games through origin, I had no issues and I have the same packs. I’m not sure what to do about this issue. I don’t want to buy the packs over again, we all know that packs can be expensive. Out of 14 packs, only 10 of them installed correctly. Does anyone have a solution to my problem or how can I contact EA? 

Hey SavageKerah​, 

I've merged your post into the main thread for this topic since it sounds like those packs have been removed from your account. Please take a look at the accepted solution for more information and how to get in touch with our live support team. Thanks! 

It's just as i said, It happened earlier in February and again just now now.  I did a fresh install of the EA app log in to play (I only have one account by the way) and only have 4 add ons on my account. Back in February they escalated 3 times before the advisor just abruptly ends the chat with no explanation.  

I decided to try again tonight and it was escalated 4 times, i spent over 2 hours with support, i was told to list ALL my missing content, which was alot. He says allow him to review the account and again just abruptly ends the chat after sending a survey to be completed. Is that how this is done? Is there any way for me to get some legitimate help to recover my lost content or report the agents' behavior? This is years long collection. I had every pack except a couple of kits.

Hello SolieSims​,

did you buy the packs directly through EA or did you get them through a third party seller? Did you get a message that the packs were removed or did they simply disappear? When you open the game, does it show that you're missing content or is the game showing a fresh start? 

Regarding your cases, do they show as "closed" in your case history or do they have a different status? If they are showing a different status, then your issue is still being worked on. 

Most of my packs were bought through the EA app, i have my order history to show this, i do have some bought on third party websites as well. (amazon etc). I didn't get a message from anywhere. i just installed signed in and noticed i was missing the packs. I loaded into the app and it shows i only have 4 add-ons and the others all show up as unowned and i need to repurchase. when i open the game i only have 4 packs showing as installed and owned.

One of my case history shows closed, it was the one i originally did back in February where i the agent ended the chat, the one i opened last night is not even showing up in my case history list.

Edited to add - I was finally successful with regaining some of my packs (54 out of the 68) last night. They still show that i have to purchase them on the EA app but when i launch the game it says they are owned when i go to the store on the main menu. for example it shows i own all the expansion packs except the Enchanted by Nature DLC which is true but on the EA app it shows i dont own City Living, Seasons etc. When i try to load into the game though it still shows that i dont own those packs.

I just played earlier closed the game out and now ea says i dont own these packs and kits and clearly there in my recent purchases..... Please help

luvableme83​ Your post has been merged into the current main thread on this as it sounds like these packs may have been removed from your account- please see the accepted solution listed in this thread for more information. 

I'm addressing this as someone this happened to prior to the latest update. My TS4 game said I needed to download the digital content, which was a "Nope". I also saw that the packs weren't showing, either in the library or when browsing the sale items. I did clear the cache and that brought everything back. No reason I can think of why this happened, though.

A few days before this happened, I hadn't been able find my TS3 game in the app. Wasn't in the library at all and searching said I needed to purchase it. I didn't even try to see if that worked nor did I find out about the cache thing until later, but I did go into my program files and the .exe for TS3 there, and was able to load it.  I did that 2-3 times and then magically it showed back up in the library. 

Like I said, it was before the update so not sure this will bring back your game. My understanding is 3/17 update just totally screwed a whole lot of stuff up. 

Hey, couldn't tell if you cleared the cache or not. I actually lost all but 4 of my packs, as well as getting the notice to pay for the digital content before playing 2-3 days BEFORE the update, AND around the time you had your issue, I completely lost my entire TS3 game (but was able to pull it from the .exe file in the Program Files, and it reappeared after doing that 3-4 times). I cleared the cache and they all reappeared. Even now, the packs are there but I did get that pay for the digital content thing, even though I didn't have to.