Forum Discussion

perstephenie's avatar
perstephenie
3 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
    3 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. 

BuildzByCam's avatar
BuildzByCam
Seasoned Newcomer
3 years ago

I am having the same issue with 4 packs

Home chef hustle

Book nook kit

Poolside splash kit

Modern Luxe kit

I tried EVERYTHING (clear cache, repair game, reinstall ea app, reinstall sims 4, move files) and I tried on 2 different PCs, same issue. I was able to purchase and download another pack without any issues so I know it's just this purchase in particular. 

EA help was useless, 10 back and forth email they just keep on suggesting me to clear my cache.I asked them to cancel my purchase and refund so I could try again, but they are not answering. Very frustrating and horrible customer service. I will file a complaint with Better Business Bureau if not fixed, as the lack of support is mindboggling. 

Error report ID 268bd5f6-e7f3-4d6f-8fe0-e41fa6cdd316

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