Sims 4 packs - Code already redeemed

Heya LazyPlumbob 

This does look like you're logging in with a different EA account- We're not able to look into your specific account details here on the forums, but you can contact live support so they can review your information and verify your login details. Please submit a request on the site here to speak with live support on this. 

Thanks for responding puzzlezaddict !

Yes, the missing packs are specifically for PC. I only mentioned PlayStation because that's what I've been playing on for a few years. I only recently started playing on PC again, so I'm trying to download the packs I purchased when they were originally released for PC back in 2014-2016. I will attach a screenshot to show that I can't download them. It only allows me to repurchase/add them to my cart. I haven't played on PC in years, and I'm not using the same computer as when I purchased these packs, but that definitely shouldn't matter. I did go to manage add-ons, but it only shows the ones I recently purchased from this computer, on the EA app. Before then, the last time I purchased a Sims pack was when it was still Origin. Surely it wouldn't just erase the fact that I bought actual games?

I will try to contact EA support again via Live Chat, like you suggested. Hopefully, they can help. I honestly can't afford to purchase the same packs again for the third time.

LazyPlumbob  Are the missing packs specifically ones you bought for PC. as in your first screenshot?  Packs you bought for console wouldn't transfer, but maybe you already know that.

If your packs are available to download, you should see them in your EA App library, under Sims 4 > Manage > Manage add-ons.  Let me know what you find there.

If the packs aren't listed under Manage add-ons, please contact EA customer support for help.  Upload the first screenshot you attached here, the order history on ea.com, plus orders for any other purchases you made for PC that aren't showing up now.

I would strongly suggest selecting live chat rather than email.  If you don't see the option, try the "I need help loading my game" category, which usually offers live chat for me.  Alternately, try using the help site without being signed in.  Some categories of issue allow you to proceed without an active login, and many of those offer the live chat option.

Update: I found the digital receipts in the old email address used when purchasing the Sims 4 packs on Origin. This email address is the exact same one linked to my now EA account. How is it possible that I can't download packs I've already purchased? Clearly all of my details are correct, and the accounts are the same.