Sims 4 Growing Together not showing in library

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@EA_Solaire wrote:

@p9j3

Did the live support team at any time remove and re-add Growing Together from your account?

@tigmagick

Did you get any error messages from the EA app when you tried to redeem your game code for Growing Together that you purchased from Amazon? 

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@EA_Solaire 

1st THANK You for responding to me! Sorry for the long reply its detailed. 

I did not receive any error messages or code. I redeemed the code for Growing Together copy and pasted from my Amazon account  then I redeemed the code for the Bonus that came in the email copy & pasted again.

I only knew something was wrong when I went to make sure that the download started and it still had purchase instead of in library. So far I had the "support team" that you can chat with once you open a ticket (is that the Support Team you asked p9j3 about?) Close my 1st ticket with something like unfixable. I asked if they could refresh the code or remove and add it back. That was how a a simulator problem was fixed for Sims 3. I was told buy ALL I chatted too that wasn't a thing. Which it seems like it still is. In fact the person who ended the chat on me told me the code was corrupted and IF I had bought it from Amazon to ask for a refund Closed the chat and the ticket. Amazon let me know that on the page to buy it it says nonrefundable or returnable. I also did NOT care for the insinuation that I was a thief by them saying IF I bought it several times. 

So beyond that insult to my honor I was asked by the others "To follow the steps" So I have uninstalled EA app several times now 4or 6 I think. 1st just a fast remove than install, 2nd  remove reboot install. 3rd remove, clean boot install, (still not under the Sims 4 Manage but bonus stuff is and the growing together page still says purchase) tried a Repair install 4th uninstall rebooted reinstalled since the Repair could have messed it up and I may have done it a few more times as well. I didn't keep track of how many times I cleared my cashe. Several suggested buying it again though the EA app, I can't afford to buy it twice sorry.

I was told to post here and read answers.ea.com and at help.ea.com in case other players had Ideas for me.

On reading I learned that I could search for the game files, did so and no 13 had all the others I should. 

Tired loading the game with crossed fingers and a prayer and see it listed as owned on the main menu screen thing. I had an Idea, closed the game and moved the whole Sims 4 folder in documents. Opened it up and it said it was downloading and could track it in origin, which I don't have anymore. Waited 3 hrs was never told the game was done downloading BUT the folder was now found on my hard drive. However In case making a new family I didn't have the new aspirations for children OR the world. So it downloaded but I can't play it.

I have spent several hours for days trying to fix this, and truly have cried, well I have hit most of the stages of grief and fear I am just out the $. I was hoping to keep my mind off my upcoming surgery by playing, at lest I can say that I was fully distracted by trying to track down a fix.   

Oh and before you ask I am not playing on Sims 4 legacy Nor have I ever installed on the computer I currently play sims, the CAS demo. 

Again Thank you for responding to me your the 1st, and I do So Much Appreciate the fact you're trying to help! I hope your day is going well. Thank you again for your time and attention to this problem.