This has been an ongoing problem, and so far EA Help has been unable to help me. I purchased two Sims 4 kits, Bathroom Clutter and Simtimates Collection Kit many months ago, however, Paypal charged me twice. I disputed this, and got a refund. I found my EA Account had been restricted/banned due to that issue, but this was fixed, however, the two kits that I purchased, were 'removed' from my game, but still appear in my EA App Library. I cannot download the kids, nor can I try to purchase again, because they say I have these kits in my library. I have uninstalled and reinstalled the EA App, as well as the game itself. I have also cleared the cache many times, but still no luck. I have gone around in circles with EA Help for months now trying to get help but no one seems to be able to help me. So I am hoping someone here may be able to help me please.

Hi @mysticjewelz74,So sorry for the runaround. Taking a look at this right now and I think we've got it sorted for you. Can you check the EA app to see if the kits show as purchasable now?

Hello, no they are still appearing in my library and can't be purchased still

Hi @mysticjewelz74,Can you get any screenshots of the app showing that they aren't purchasable please? We would also like to get an error report ID from you if you don't mind.

I also have several Error Reports, 139757530 being my most recent.

Hi @mysticjewelz74,Thanks for the screenshot, I can't access your case data over the forums however, could you share the Report ID string here?

Sims 4 Kits showing in library but unable to download or repurchase

19 Replies

EA_Cade
Community Manager
3 years ago
Hi @mysticjewelz74,

So sorry for the runaround. Taking a look at this right now and I think we've got it sorted for you.

Can you check the EA app to see if the kits show as purchasable now?
mysticjewelz74
New Rookie
3 years ago
Hello, no they are still appearing in my library and can't be purchased still
EA_Cade
Community Manager
3 years ago
Hi @mysticjewelz74,

Can you get any screenshots of the app showing that they aren't purchasable please?

We would also like to get an error report ID from you if you don't mind.
mysticjewelz74
New Rookie
3 years ago
I also have several Error Reports, 139757530 being my most recent.
EA_Cade
Community Manager
3 years ago
Hi @mysticjewelz74,

Thanks for the screenshot, I can't access your case data over the forums however, could you share the Report ID string here?
mysticjewelz74
New Rookie
3 years ago
No problem. Can you guide me through on how to do that please?
puzzlezaddict
Hero+
3 years ago
@mysticjewelz74 This guide that EA_Cade linked earlier shows how to create an error report:

https://help.ea.com/en-gb/help/ea/ea-app/run-ea-error-report/

The report ID will be somewhat long, like those you can see in this thread:

https://answers.ea.com/t5/Technical-Issues-PC/Sims-4-launched-in-Czech-Reinstalled-game-now-only-gives-me-3/m-p/12473403#M249577
mysticjewelz74
New Rookie
3 years ago
@EA_Cade cca6d3ac-5ce1-4f53-983d-0fec98d34016
mysticjewelz74
New Rookie
3 years ago
I have opened my game, and both Bathroom Clutter Kit and Simtimates Collection Kit are now showing as Unowned in my EA app Library, however when I try to purchase them, I get a message saying that there is a problem processing my request and to try again later.
mysticjewelz74
New Rookie
3 years ago
@EA_Cade Yesterday I noticed that the two kits were listed as Unowned, when I opened my Sims4 Game, and as you can see, I tried to buy them, but then I got a message saying there was an issue. (See first two screenshots.) But according to the EA App, the two kits are still showing as In Library.