The EA Nightmare continues

Question

Well here I am again, the nightmare that is EA support continues.&nbsp; First I can't buy dlc from EA after purchasing 6 of their Sims Kits. My card is blocked from transactions from EA despite me clearing it with my card provider.&nbsp; So I buy the last 2 purchases from a third party seller.&nbsp; I successfully redeem the codes.&nbsp; But now my game in the EA App has reverted to the standard edition.&nbsp; I own the PREMIUM EDITION that came with additional content and the hardcover mini book.&nbsp; I try contacting EA to resolve the issue but seem to be placed in never ending loop with my opened care where it never goes beyond waiting for player to RESUME.&nbsp; Seems like EA doesn't want to help it's customers.&nbsp; Why won't it offer to me a live chat instance? I never get that option in the help support case manager.

gamerdudeforeve · Answer

Hey similar issue as you here but mine involves the EA app claiming I own the standard version of the game which is incorrect. I bought way back in 2015 still have the box, receipt,disc and everything. I bought the PREMIUM EDITION but, app identifies this as the STANDARD edition. Now the soundtrack is missing. With the online store I am now being offered for sale ALL EXPANSIONS, STUFF PACKS, SIMS KITS, and EVERYTHING not included with the base game STANDARD edition. Like you right now it seems as if I have all my Sims data purchases intact in game, but I'm like you can't be totally sure because of all the amount I purchased own. I have bought all but the last 2 expansions. How to tell if your in game items are all actually there is no simple task. What happens in the future if have to reinstall to a fresh hard drive?

Due to the extreme amount of issues and problems with these sort cases, one has to start to begin to wonder if it could be possible by design. EA is hoping a lot of people break down and make repurchases.

Oh and at least you got live support team to at least look at your case. I have yet to get out of an what appears to be loop on that so called live help website. Keeps saying in green WAITING ON PLAYER. What is it waiting on I already reported the issue. Yet it has yet to pass my case on to any of the support agents.

This is just nonsense at this point. EA is not the only digital game service I have accounts with. I have never once had this issue where games revert and are offered to you for sale again when logged into your account. With the other services your purchase a game once per account. You can only buy additional copies of a game as gifts for other people's accounts but not your own.

ea_solaire · Answer

Hi there&nbsp;@gamerdudeForever,

With Sims moving to free to play, it now shows any premium or deluxe versions as standard- however, any additional premium or deluxe content is still available to you in your game library. Please select The Sims 4 game tile in your library and go to&nbsp;Manage-&gt; Manage Add-Ons&nbsp;to check for your extra content, like Life of the Party and Up All Night. As for The Sims 4 soundtrack, this has been moved to Spotify, you can access the soundtrack here.&nbsp;

For your expansions, kits, and packs please also check under&nbsp;Manage-&gt; Manage Add-ons&nbsp;and let me know if you see all your content there available to download and play in your game library. If not, please clear the cache for the EA app following these steps and let me know how it looks then.&nbsp;

As for getting in contact with the live support team about your purchase issues- this isn't something we can look into on the forums with you since we don't have access to your account details here on AHQ, so this will need to be reviewed by live support to see why the purchase is failing. If you're not seeing a live chat option, please submit a brand new ticket on the help site here, but try changing the topic/issue to something else instead until you see live chat instead of the email option.&nbsp;

gamerdudeforeve · Answer

2 seconds agoWell at least half a solution is provided.&nbsp; However, to access the soundtrack one is now forced to sign up for another digital online music service.&nbsp; That is an option I refuse to do because I already have a music subscription that I am satisfied with.&nbsp;I should not have to be forced by EA to create an account even if its a free one with another provider.&nbsp; I BOUGHT and paid for PREMIUM content on to which I no longer have access to.&nbsp; EA needs to provide a free download of the items on their own servers not FORCE you onto third party services.&nbsp; I did not PAY SPOTIFY or any other service for the content, I PAID EA.&nbsp;&nbsp;I should not be FORCED into a contract to a third party for something I bought back in 2015.&nbsp; Because EA has some sort of behind the scenes deal with another third party.&nbsp;Why not offer customers a FREE download from their own servers for a permeant copy of the soundtrack?&nbsp; No, its all about their CORPORATE greed, and getting paid big money to drive Sims players over to a third party for something they legit own, but have no access to anymore.&nbsp; I do not want nor need another music subscription service just because EA gets a profit from me joining subbing to such service.As for the switch to a free version of the game.How is that because there is now a free version that is erases the previous versions people bought and paid for?&nbsp; Why does on the website store it offer all my paid for content again for resale when logged into my account?&nbsp; What happens if I click on to buy content already owned?&nbsp; In other digital game services when viewing browsing the store all your previous game purchases will show as your already owning that content.&nbsp; It makes one very concerned that the next time they have to refresh their PC or when they upgrade to a new PC they will be FORCED to have to repurchase such content again.&nbsp; It seems like I alluded to that this may possibly be happening by design.&nbsp; I'm sure if any true investigation is ever done that the truly wealthy among the Sims franchise just repurchase content over again.&nbsp; I mean people grow tired of these hurdles and circles of try to resolve issues with the not ready for PRIMETIME EA app.&nbsp; If I was truly one of those wealthy Sims fans, would I even be here and be concerned?&nbsp; Well, I am not wealthy, and it took me many months to save and then wait for sales to buy the content I purchased mostly from EA directly.&nbsp; The game was originally showing correctly as PREMIUM EDITION in the EA app until I made two purchases of Sim's kits from a third-party EA verified safe digital retailer.&nbsp; After that then is when my game seemingly reverted to the so-called STANDARD edition and the soundtrack disappeared from being listed as owned.&nbsp;Now after some time EA app is listing Sims 4 Bonus Content, Life of the Party, and Up All Night as in game content instead of installed.&nbsp; Under the library listings in the EA app there is nothing showing for these items.Again my main concern here is what happens when this game has to be fresh installed.&nbsp; And why is it that the app cannot show the correct versions that people purchased any longer? The old ORIGIN app that was working just fine did not have any issues identifying the version owned.&nbsp; One would think the EA app could do the same.

ea_cade · Answer

Heya&nbsp;@gamerdudeForever&nbsp;

As @EA_Solaire&nbsp;mentioned, the soundtrack for The Sims 4 that you obtained when purchasing the version of The Sims 4 you own is now available for free on Spotify as there was no way to add it or the other downloadable content to the EA app now that Origin has been retired.