I bought Sims 4 3 years ago, something like that. But today, it was not in my game library. I never had any problems with it, and I don't have multiple accounts, so it can't be on another account. Does anyone know anything about why this happened and if there's a way to get the Sims back without buying it again?
This sounds like it's more of an account issue. For the most part we can't help with those. You will need to contact EA's customer service for help.
However, some troubleshooting tips are:
1. Check your account via Origin to make sure Sims 4 and it's packs is still in your purchase history.
Log into Origin, and click on Origin > Order History
Note: If Sims 4 and packs were gifted, they may not show up in your order history. If this is the case, check the My Gifts tab.
2. Fully exit out of the game and Origin. - If exiting Origin isn't working, open Task manager (Ctrl-Shift-Esc) search for a file called ts4.exe. Click on it and select end process.
3. Clear Origin Cache - https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
4. Try uninstalling/reinstalling Origin. - https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/
You won't loose any Sims 4 files, as they are installed in different folders. If you are concerned about this copy the Sims 4 folder to a USB key.
5. Restart the computer and try logging into Origin again to see if Sims 4 and it's packs are there.
If the above isn't helping, contact EA's Customer Service:
1. Click on the following link: https://help.ea.com/en/contact-us/ (once there make sure that your country is correctly selected in top left hand corner of Help.EA.com)
2. Find the affected game - in this case select either Origin or Sims 4
3. Select your platform
4. Select topic and issue.
5. Select a contact option. Please note that available contact options do depend on your country settings, time of day and the topic/issue you choose.
Same, but different, i did buy the sims deluxe this year but signed in into a different account... When did it i didn't realize i would have to go to my email and i can't find it, and its not in my game libary, HELP!
Community ManagerHey @M5e4l6a2n8i6n.
When you've got the chance I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. I'm afraid that account-related issues aren't something we can help with here on Answers HQ.
For more information on how to create a case with them check out the EA Help website. You could also speak with them over Facebook or Twitter as well if you prefer.
Since this is a pretty old thread that wasn't updated for some time I've gone ahead and locked it. If you need some help with a similar issue please create a new thread and we'll take a look.
/Kent
Community Manager
