Sims 4 Growing Together Issues - still, four weeks later

@CheriBree  Does Growing Together show as downloaded?  Open your EA App game library, click Sims 4, choose Manage > Manage Add-ons, and look over the list.

If the pack shows as installed, please run a search for EP13 , which is the folder for Growing Together.  Open a File Explorer window, click This PC in the left panel, and enter EP13 in the search field in the upper-right corner.  Wait for the search to finish, then make sure the full file path is showing under each result.  If it's not, expand the window sideways as necessary.  Take a screenshot using Windows key-shift-S and attach it to a reply here.

If you see a Download button, you can click it, obviously.  If Growing Together is stuck on Preparing, you likely have this issue:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-4-growing-together-pack-stuck-on-preparing/td-p/12409475

Otherwise, please contact EA customer support (again, sorry), and make sure you select live chat as the option so you can have the support rep check your account in real time.

Okay, something interesting is happening here. 

When I follow the file path from the EA App, this is where it takes me, and there's EP13 right there: 

But when I search for EP13 in File Explorer, this is what I get after 15 minutes of it searching: 

Could there be something wrong with the file path? 

Actually, I think I might have an idea of what the problem could be, but I'm not exactly tech savvy.

So, on the left is where I'm taken if I follow the file path from the EA App. On the right is a different folder that also contains Sims 4 files, and it's also where I put my mods. 

Again, I'm not tech savvy, so this might sound silly, but is this an issue where I need to consolidate the folders or something like that? 

Every pack and kit that I have shows up except for Growing Together. 

@CheriBree  Sorry for the late reply.  There isn't any issue with the location of the game's installed files.  You have one "The Sims 4" folder for the program files, which contains the EP13 folder, as it should.  The other results in your search are normal for that pack: Delta contains the patch data, __Installer contains a record of the installation process, and the other entries relate to components of the pack itself plus some shortcuts Windows has created because you recently accessed that folder.  (This is normal.)  The Sims 4 folder where you've installed your mods, the one in Documents, is the user folder and has nothing to do with the game's program files.

Please go into the program files, the folder in your first screenshot, and delete the EP13 folder.  Then clear the EA App's cache, again, and download Growing Together again.  Then go in-game and let me know what content, if any, is still missing.

It's almost like I was writing your story because it the same exact story for me.  I'm so frustrated.  At first it said I owned it and it didn't download. We tried to get it to download and it was stuck on preparing for a day and then it said download failed. Now it doesn't even show that we own it and is requiring me to pay for the pack again.   I just want my money back 

Hi, I did what you suggested, and it still didn't seem to work. Here's what I got when I booted the game up again after doing that fix: 

1) Pack doesn't show up on the homepage; it's just that blank square. 

2) It doesn't show up when I try to filter in CAS

3) The world isn't available. 

Hi @Alexis_Marie07,

This sounds like you may need to have Growing Together re-added to your account- This isn't something we can do for you on the forums as we don't have access to your account details, but the live support team can investigate into this further with you and help get this sorted.

Please reach out to live support through the help site here so they can look into this a bit further and see what's going on. I'd also recommend you attach this AHQ conversation when you contact in so the live support team does have something further to reference. If you have any troubles getting through the help site there, be sure to let me know! 

I have been trying to get to the live help. Everytime I try there is no option and only to email.  Ive gotten the same email for 3 days saying they are working on it.  So now I'm still waiting 🤦‍♀️ I appreciate your help 

I'm so frustrated!!!!  Every time I resume my case through emai I keep getting the same generic emails back. Never answering my questions and I've even sent screenshots of what I need.  It's always a different person when I resume the case is there any other way to be more effective at this? I can't seem to get live help at all everything has to be done through email which takes two to three days to get a reply. I only need the pack re-added to my account so I can download it because something happened and when the download failed it shows I don't own it anymore even though in my purchase history it is there that I purchased it.