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perstephenie's avatar
perstephenie
2 years ago
Solved

[STEPS UPDATED] Newly-purchased DLC not appearing

Bought Digital Deluxe upgrade for sms 4 but add-on is not showing in library nor in game. I have tried all trouble shooing advice including reinstalling game all the way to restarting my own modem. I...
pc
  • EA_Solaire's avatar
    EA_Solaire
    2 years ago
    Under investigation. Accepting as solution for visibility purposes only.

    Hi all,

    This issue is currently being investigated by the EA teams, we'll be posting further updates here as we receive them.

    Thanks for your patience while we look into this, and the reports on this so far!

    While we look into this issue, please try the following to download and access your DLC:

    - Search for your pack using the EA app search bar

    - Click on the pack in the results

    - Select the Download option

    EDIT: Also it would be helpful if you could create an Error Report and post your Error Report ID to this thread.  Instructions on how to create an Error Report are here: https://help.ea.com/en/help/ea/ea-app/run-ea-error-report/

    Update: To best assist both fans and the teams currently investigating this issue we have locked this thread to consolidate reports in a single location. Please follow the steps in our EA app forums located here so we can assist further. 

EA_Solaire's avatar
EA_Solaire
Icon for Community Manager rankCommunity Manager
2 years ago

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. 

  • perstephenie's avatar
    perstephenie
    2 years ago

    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. 

    • EA_Solaire's avatar
      EA_Solaire
      Icon for Community Manager rankCommunity Manager
      2 years ago

      @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? 

      • perstephenie's avatar
        perstephenie
        2 years ago

        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. 

  • ZellDinkin's avatar
    ZellDinkin
    2 years ago

    I attempted this in order to fix the home chef hustle DLC stuff I bought and never received and it did not work.  Is there4 s way i can just get a refund or actually talk to someone in tech support?   i feel scammed.

  • Miyako826's avatar
    Miyako826
    2 years ago

    Hi, 

    This happened today on 11/25/2023. I purchased two kits from Amazon. Moonlight Chic Kit redeem to my account, yet the kit is not showing [In Library] and not download. And the Simtimates Kit redeemed to my account, yet the kit is not showing [In Library] and not downloaded. I did the worse thing ever where I redeemed at the EA app and not at the EA website. When I redeemed both products without thinking because I was so excited for them, they did pop up download. It didn't not get downloaded.. Can you please help?

    I have two EA error reporter support ticket numbers, f1573dc7-ff24-41c6-a4b0-c5de63bff82e and 97e50b25-dd29-4877-ae5d-47d733bd2c69. 

    I cleared cache, app recovery and went to manage add ons, it didn't work. Going to manage add ons, my kits doesn't show purchased. Going to purchase history, doesn't show my kits purchased as well which I understand as I didn't buy them at EA. 

    Thank you for your help, time and consideration. 

    Update. Fixed, Husband did some research. The game pack appeared on the game as purchased. That was new to me. He went looking. 

    Update. 11/26/2023 EA app shows my kits purchased and I was able to download the kits. That was quick, I logged back this afternoon. Good Luck Everyone!

    • devilchild803's avatar
      devilchild803
      2 years ago

      I am also having this issue with purchasing addons and them not showing up as purchased in the library, specifically for Horse Ranch and Werewolves. Error Reporter code 2d54e67a-6ffa-4e6b-b25f-9a7b0ea7f7f2

      I've cleared the cache and restarted the app multiple times. I've gone to manage addons and repaired the game. I've also opened the game, where the game shows the content has been purchased but not downloaded.

      I'm getting tired of having constant problems with the EA App. If anything is going to make me abandon the Sims franchise, it will be the frankly embarrassing state of this app.

      EDIT: Of course, as soon as I post this, the problem seems to have resolved. It took a very long time for the order acknowledgement to hit my email inbox, and I tried clearing the cache one more time after that and it seems to have been fixed. Maybe that is connected?

      • EmiliaRies's avatar
        EmiliaRies
        2 years ago

        Same issue, I hope that by adding this comment it will also show me the packs in my library now, hopefully it works, i just can´t with this game anymore ughhhhhhhhh

  • PunkassPaladin's avatar
    PunkassPaladin
    2 years ago

    I can't even REPORT an issue because the EA site keeps giving me:

    MAJOR ERROR
    This page has timed out. Please refresh and try again.

    I purchased this through the EA site and it doesn't show up in the app or in game, but the money was taken from my account and the game pack list, when on the game menu, says I have it - however, in game, the content isn't there?
     
    EDIT: I managed to report through the app, but I don't think it'll help. ccb4d7ab-cc33-4ca7-b1e0-f1cbda46c1d2
    EDITEDIT: FINALLY got my content, RIGHT AFTER I REPORTED IT. EA, wtf? You're making people feel CRAZY.
    • locowolf2's avatar
      locowolf2
      2 years ago

      I just keep getting the run around every way I try to go about this issue. Feels like I am running in circles. Hoping I will get access to my purchases soon!

      Report ID : e497b312-d5fa-469d-9414-2161d1dc9e7f

      Please help! I just want to play my new packs ☹️

  • azuriteblue93's avatar
    azuriteblue93
    2 years ago
    @EA_Solaire I am having a similar issue and clearing the cache or restarting the app (or game or pc) has not helped the issue. I still can't see the download option for the expansion pack I bought.
  • rach_ny's avatar
    rach_ny
    2 years ago

    Hello, I am having this issue - I have tried all the suggested fixes but nothing is working, do you have any other suggestions? Thank you!

  • Trivianna5's avatar
    Trivianna5
    2 years ago

    this is absolutely ridiculous! tried clearing my cache and now the app wont even load anything, its just blank! EA are the most useless idiots I've ever seen, nothing works properly even the main focus of the new pack - getting paid rent doesn't work. And now this. disgusting customer service and support and general ethos. 

    • FilAmTransboy's avatar
      FilAmTransboy
      2 years ago

      I purchased it (received receipt and the transaction shows up on my PayPal) but the app says I still need to buy it.

      Also, when I logged into my PayPal to see if the payment went through it seems I was double charged.

      I opened a case and when I tried to access both live chat and email I encountered errors and could not get through.

      Bummed since I live a busy life and today was the only day I could chill so I'm pretty disappointed.

      • keotri's avatar
        keotri
        2 years ago

        @EA_Solaire same issue here with Horse Ranch and Cottage Living addons, neither and showing up, and none of these steps work. Report number 8f7382ce-b827-41b1-a4fa-0e7808842633

  • Unforgettable33's avatar
    Unforgettable33
    2 years ago

    4f991789-ef36-4729-8fc6-b960725a02d7

    Cleared the cache 30 times, reinstalled the game, tried to region thing and nothing. Been 4 hours since I redeemed the code, I just want to play my game that I paid for

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