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narutowsies's avatar
narutowsies
2 years ago
Solved

Sims 4 growing together pack stuck on preparing

I preordered the growing together pack and I’ve been trying to download it for the last two days but it still says “preparing”. I’ve already repaired the EA app and uninstalled then reinstalled but nothing seems to be working! 

pc
  • EA_Solaire's avatar
    EA_Solaire
    2 years ago

    @bosslady253 @narutowsies @Sierra9091 & @TiarneJ 

    If your download is currently stuck on preparing, you will need to reach out to an advisor at http://bit.ly/EA_Contact_Us so we can cancel your preorder- this will allow you to repurchase and install the Growing Together content.

    This stuck download issue is happening due to the transaction being stuck in a "processing" state, which you can see if you look over your Order History on your account. You may also see an old authorization charge on your payment method at the time you preordered that was refunded previously. 

    Contacting live support to cancel your preorder and purchase this pack again will not charge you twice, advisors will ensure that any payment already taken is appropriately refunded to you.

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  • claellie's avatar
    claellie
    2 years ago

    unfortunately, I have been double charged by EA after cancelling and repurchasing growing together, I opened a case for a refund but EA closed my case with a 'no fix'. I only cancelled the order because I read here that I would not be double charged, but I still did, any way to get my refund? 

  • claellie's avatar
    claellie
    2 years ago

    yes, please have a look at the screenshots. one was cancelled and the other went through, but I was charged twice. 

    [CM Edit: Personal info removed]

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @claellie 

    Okay, if you were double-charged, live support will need to have a look at this for you and get a refund processed for this duplicate charge- a refund isn't something we'd be able to process for you over the forums as we don't have access to your specific account details. 

    If your case was closed out as No Fix, it sounds like you were contacting in via email, and you'll need to create a live chat contact for this instead. Please submit a new case on the site here, and select live chat for the contact option. If you don't see live chat available as a contact option, try changing the country to UK or US, and selecting a few different topic/issue options until you see live chat. 

  • MadamVolta's avatar
    MadamVolta
    2 years ago

    The EA app shows I own the game both in the sims menu and the app itself. But when I attempt to install from two PC's it keeps being stuck in 'preparing' and doesn't install. At first I thought it was because too much was open on my pc but left it for an hour, came back and it was still in 'preparing'. Troubleshooting i've done is below. 

    • Help > App Recovery > Clear Cache
    • Control Panel > Uninstall > Repair
    • Fully un/re-installed the app 
    • Ran EA app as Administrator
    • Lowered UAC settings 
    • Ensured this application can go though my firewall 

    Both PC's are running Windows 11 and are up-to-date. 

  • MadamVolta's avatar
    MadamVolta
    2 years ago

    Also to add to this, both PC's are not downloading at the same time. One PC is turned off each round to ensure the EA app doesnt get confused. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    2 years ago

    @MadamVolta  I've merged your posts with the master thread for this issue.  Please see the accepted solution on page one.

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