[STEPS UPDATED] Newly-purchased DLC not appearing

Hey there @perstephenie,

Please clear the cache for the EA app following the steps here- once you've tried this, check the Manage Add-Ons section in the EA app for The Sims 4 and let me know if you're seeing Up All Night and Life of the Party listed there. 

I did all that and nothing. I have tried every single trouble shooting advice. I also have in writing EA stating the problem is on their end but I still don't have the content nor a refund for the missing content. I spent almost $200 and out of all of it the DDX is missing. It shows I have payed for it on my account but none of the items are in ame nad the content is not available in my add ons. 

@perstephenie 

Thanks for checking, can you please run an EA Error Report with these steps and attach the Report ID into the thread here for me so we can investigate into this further? 

I can't navigate this garbage site. I want live support like EA claims to have. I am a person with disabilities and have a very difficult time. Just get me to live support. EA says there is live support which I have not found on there site anywhere. Please just get me to live support. I have I writing them stung the problem is on there end. They keep trying to close the case because trying to resume the case through the site only brings me the option to email where I get another automated response and still no help for the missing content. 

I have in writing them stating the problem is on there end. 

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) Purchased DLC will not download or appeared as purchased
Which client functionality are you experiencing this bug with? Download Game
When did this happen? (dd.mm.yy hh:mm) 22.09.2023
Summarize your bug I purchased the DLC for The Sims 4. "Get to Work". My account has been charged and purchase shows as complete in my account order history. It shows up as owned pack when I launch the game. It is still available to purchase in the EA app.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Buy expansion pack and will not show in Manage add ons within EA app.
What happens when the bug occurs? The game won't be added to download manager. It is still available for purchase and not owned by my account within the EA app.
What do you expect to see? I expect the game to download and have access to this expansion packs contents

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I have paid for the game and my account has been charged. I've received the email receipt. I have uninstalled the EA app, clear cache, restarted the app and restarted my computer. 

@IrishSoc  Please go to ea.com, sign in, open Account Settings > Order History, find the Get to Work entry, and let me know whether it says Completed, Processing, or Failed.

It says completed in my account order history

Mine's having the same issue: its completed, its the right account and I reinstalled Ea App several times. What can I do? How to get a refund? 

Same thing is happening to me with eco lifestyle. Ive redownloaded sims, cleared cache, restarted EA, everything I can think of and nothing is working. Does anybody know how to fix this?