Forum Discussion

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...

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.

RoxanneMI

3 years ago

I have tried to contact support, I was told to come here and they can't help in email. I am extremely frustrated.

Yesterday I opened sims 4 to play. Was at the screen where it shows the packs you have, advertises what is on sale, and where you click to load your family or start a new one. It was advertising that home chef hustle was on sale. I buy using paypal, at first an issue so payment tried to go through twice, but that got sorted out.

When I look in here, you can see the completed order for the pack. When you open the game, it says I own the pack but need to download it. When I go into the ea app, it says it is not owned and has where I can add to cart.

I did clear the cache on the app and still no luck. Talking with support has not went well, in fact one was telling me what to do with my console even though I said it was console. One person told me to respond with a number code to prove it was me but nothing after that. Each email has been a different person. Not sure how the forum can help but this was what I was told I have to do by support. I never had these issues with all the packs I have bought.

Thanks

Papabare144
Seasoned Newcomer
3 years ago
Their customer service is a farce. I downloaded and installed the "Origin" app. Once installed, it opened and immediately prompted me to install EA app. While running, I left the message up and allowed Origin to do all my installed add-ons. Once finished, I reinstalled EA app and ran the game. I now have all add-ons.