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mysticjewelz74's avatar
mysticjewelz74
New Rookie
3 years ago

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

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 charg...
pc
EA_Cade's avatar
EA_Cade
Icon for Community Manager rankCommunity 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's avatar
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's avatar
    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.

    • EA_Cade's avatar
      EA_Cade
      Icon for Community Manager rankCommunity Manager
      3 years ago
      Hi @mysticjewelz74,

      Thanks for the info, I've raised this issue and will provide any updates here 🙂
    • EA_Cade's avatar
      EA_Cade
      Icon for Community Manager rankCommunity Manager
      3 years ago

      Heya @mysticjewelz74 

      I've been speaking with some of our engineers on this and we're wondering if this may be the Windows registry holding onto that disabled code.

      Could you try these steps please and let me know if you see a change?

      Install CCleaner: https://www.ccleaner.com/

      • Use the "Tools" tab in CCleaner to uninstall the game and EA app/Steam.
      • Use the "Custom Clean" tab to clean all temp files.
      • Use the "Registry" tab to Scan for Issues then clean/repair registry.

      Then:

      • Reinstall EA app and/or Steam and the game.
      • mysticjewelz74's avatar
        mysticjewelz74
        New Rookie
        3 years ago

        hi @EA_Cade I did as suggested above, and used the program, uninstalled both the game and EA App, and have reinstalled as advised, and as you can see from today's screenshot, the two Sims4 kits are still appearing in my EA App Library.

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