Forum Discussion

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 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.

pc

19 Replies

Show More
  • 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.

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

    Thanks for trying that, I'll let the team know and reach back out with any updates.
  • EA_Cade's avatar
    EA_Cade
    Icon for Community Manager rankCommunity Manager
    3 years ago
    Hi @mysticjewelz74,

    I haven't received any updates on this issue as of yet, the EA app team is currently looking into why this issue has occurred.
  • mysticjewelz74's avatar
    mysticjewelz74
    New Rookie
    3 years ago

    Hi @EA_Cade I was wondering if this is still being looked into please, as I have not heard anything for several weeks

About The Sims 4 Technical Issues - PC

PC players get help with their technical issues in The Sims 4 here.52,556 PostsLatest Activity: 22 hours ago