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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. 

WriterAid's avatar
WriterAid
2 years ago

@liverton it's not really related to what pack it is exactly, it seems to be that the servers have gotten a bit fried from an overload of people buying things at once and they haven't caught up just yet, so the pack did get purchased, it's might just take a while (and a few restarts) to show up in your library - or at least that's my theory (According to someone on another platform, something similar happened when Horse Ranch first got released and several people were buying things at once.)

gamerdudeForeve's avatar
gamerdudeForeve
2 years ago

This was also affecting me with the Horse Ranch pack.  However after performing a complete repair on my game it thus showed as being owned and could be downloaded.  So anyone having issues with the purchased content not showing as owned do this. Go to your Library tab on the left hand side of the EA app.  Choose your Sims 4 game. Then select the three dots in the square, choose repair.  That's what fixed it for me.

  • minimouette's avatar
    minimouette
    2 years ago

    i did that and it didn't work. Same pack as you. 

    Copy pasting what i said in an other report in case this thread have more trackion: 

    Purchased a key today and proceeded to reedeem the code. The code was accepted, but after clicking on confirm, nothing happenned. When trying to reedeem again, it say already reedeemed, so it did work and recorded somewhere in EA's system. BUT, It does not show up in the manage add-on section. In the store it say I don't own it. Yet in the game it say I already own it, but it is not installed. 

    I tryed to do the following: 

    - Restart the EA app

    - Clear the EA app Cache

    - Restart my computer

    - Repair the game

    - Clear the game's cache

    - Reset the game's file (change the old The sims 4 folder's name to ''The sims 4_BACKUP'' and let the game create a new directory)

    But after all this, it still say that I own the pack in the game, but nothing is visible in the EA app and I can't download the content. 


    Which pack(s) won't install :     The sims 4 Horse ranch expension pack
    Where you bought the pack: Instant gaming (3rd party seller) 
    Whether you launch the game from Steam: I launch the game from the EA app

    The date when this issue first started: Today right after purshasing it and reedeeming the code (November 25th 2023)

    Your current EA app version: 13.69.0.5582 (76248-9f385d9852)

    Your EA error reporter ID: ad0d2015-c278-41dd-b4bc-1cd35980750a (already opened one with the same issue but could not find the id again, so i made a new one)

    • minimouette's avatar
      minimouette
      2 years ago

      All right so I found a quick work around in an other thread. sharing here in the hope it help your guys too! It worked for me. 

      @EA_Kent wrote:

      Hey everyone, 

      Thank you for reaching out to us about this. 

      We have passed these reports along for a look. In the meantime, has anyone else had the chance to try what @Midnightcaly suggested in their recent post? 

      @Midnightcaly wrote:
      @JoelinTunnusI FOUND A SOLUTION!
      Go to settings in the EA app, and change your region to a different location.

      It is a glitch on the EA app, and finally after hours of digging this worked for me.

      I changed from the UK to Austria, let it load, and the game will show in library!

      Hope it works for you as well!

      If you're able to give that a go, please let us know if it also works for you. Thank you! 

      This worked for me! I've been working to find a solution for this for about 3 days now, here are the steps I took:
      In the EA app got to the settings > My account > press the 'Manage' button (takes you to the EA customer portal)
      Scroll down to regional settings > Edit (I switched from US to Australia) 
      Go back to the EA App > Help > App Recovery to clear the cache. 
      All my purchased packs were available to download as soon as the app loaded back up. 

      • NIghtheart_wolf's avatar
        NIghtheart_wolf
        2 years ago

        I haven't been able to download the packs that I bought, no matter what I tried, as the EA app never registered that I bought the packs. I tried this suggestion, and it worked! Thank you for the tip, @minimouette 

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