Forum Discussion

achlyskeres's avatar
achlyskeres
New Novice
27 days ago

STILL missing Enchanted by Nature preorder items

Obviously, preordered the expansion in August 2025 (08/08/25, long before the 08/21 deadline). After installing on the release date, no preorder items. I had: repaired the game, cleared the cache, repaired the game, removed all mods, repaired the game, and uninstalled and reinstalled only the base game and Enchanted by Nature. Still no preorder items (Lofty Leaf Pond, Mycena Lantern, Disguised Dwelling Fairy Home).

Contacted customer support after install, on 08/26/25. Brushed me off by saying my "bank" (credit card) had not approved the transaction. They had weeks prior.

Contacted customer support again in 09/07/25 after waiting to see if maybe EA knew there was an issue and was working on it. Tried all prior steps again. Customer support had me restart my computer after making some changes on their end (just repeating what I was told). Of course, lost contact with that customer support agent by restarting my computer.

Contacted again after restart and still no preorder items. This time, I was told "Please rest assured that I have thoroughly checked your account and found no issues on your end. It appears that the problem is coming from the server side. To help get this resolved as quickly as possible, I have escalated the issue to our game team so they can investigate it further from their side."

It has been 5 months. No preorder items. Now what?

ea app
expansion packs
missing content

5 Replies

  • achlyskeres's avatar
    achlyskeres
    New Novice
    27 days ago

    Latest customer service info, just ended:

    "[My name], thank you for waiting. I’ve checked your account thoroughly, You did preorder the pack on August 08, 2025, but the preorder bonus items were not added to your account because: The preorder bonus entitlement was never attached to your purchase on EA’s system. Even though you pre‑ordered before the deadline, the system shows:

    •  

    Main Expansion Pack: ACTIVE Preorder Bonus Entitlement: NOT FOUND / NOT GRANTED

    This means the preorder rewards did not link to your order at the time of purchase, which is why they are not appearing in your game.

    • R

    This usually occurs when:

    •  

    The preorder bonus was not bundled correctly by the system at purchase time, OR The entitlement failed to sync on EA’s backend, OR The preorder promo was not associated with the specific purchase ID (rare, but happens)."

     

    And now I just have to wait again for:

    "So rest assured your report has been logged for investigation. If this is a known or emerging issue, updates will appear in-game."

    Obviously, this is not a solution. It is the same answer I was given the time prior, just with more words. Any help?

  • Graygosling0's avatar
    Graygosling0
    Newcomer
    24 days ago

    I just found the pond item by searching for "pond" in the search bar. Other than that, I don't know.

  • achlyskeres's avatar
    achlyskeres
    New Novice
    23 days ago

    Alas, no. I tried hidden objects and debug objects, too. Thanks, though!

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    22 days ago

    Hi there achlyskeres​ 

    If you still haven't received the preorder content, that extra content would need to be manually added to your account. This isn't something we can do for you over the forums as we don't have access to your account or billing details, but live support can take another look for you and grant that content if you purchased the pack within the time-frame. 

    Please submit a brand new help request here to speak with live support again on this, I'd also recommend attaching this forum conversation when you reach out there so the team has additional info to reference on this. 

  • achlyskeres's avatar
    achlyskeres
    New Novice
    10 hours ago

    I've spoken with live support at least 4 times about this exact issue. They have all promised it will be fixed or forwarded to someone else. I still don't have my items. Furthermore, I was told specifically by live support to post here to see if anyone else has found a fix.

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