Forum Discussion

blueangel371115's avatar
blueangel371115
Seasoned Newcomer
2 months ago

Storybook nursery

Hello, when I go to manage downloads it says I can download it and when I go to purchase screen it says I own it but when I go to download it, it stops the download and says I don't own it, what gives?  It won't even let me buy it again to be sure I do. I tried signing out and back in and clearing the cache and signing back in.

  • EA_Cath's avatar
    EA_Cath
    Icon for Community Manager rankCommunity Manager

    Hi blueangel371115 , have you tried clearing the EA app's cache? If that doesn't work could you show us a screenshot of the error you're getting? I've seen someone else with the same issue for the Storybook Nursery pack so it might be a general problem.

    • blueangel371115's avatar
      blueangel371115
      Seasoned Newcomer

      This is what it tells me.  Sorry it took so long.  I had to figure out how to do it.  I've repaired the game, cleared the cache and everything.  I'd hate to uninstall the game because I just did the Grim Reaper thing and completed it.

      • EA_Cath's avatar
        EA_Cath
        Icon for Community Manager rankCommunity Manager

        Thank you! By any chance, have you checked if the payment has been through? If you go through your order history (https://myaccount.ea.com/cp-ui/orderhistory/index) , does the payment say if it's Completed?

  • VenusARussell's avatar
    VenusARussell
    Seasoned Newcomer

    Have you tried restarting your computer or whatever system you are playing on?

  • blueangel371115  If you can't cancel the Processing order on your own, on that same page, you'll need to contact EA customer support to have someone cancel it for you.  I would suggest live chat rather than email; if you don't see the option, choose a slightly different category of issue.

    https://help.ea.com/en/