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MJMomma08's avatar
MJMomma08
3 years ago
Solved

'vault entitlement failed' error message

I keep getting a "vault entitlement failed" error message when I try to upgrade to the Sims 4 digital deluxe version. I can't play the game until this is upgraded. How do I fix this?
pc
  • EA_Solaire's avatar
    EA_Solaire
    3 years ago

    Hello @MJMomma08,

    This is looking like your version of The Sims 4 will need to be re-added to your account to clear up this error. We aren't able to do this over AHQ since we can't access your account details, but the live support team can get this all sorted for you. 

    You can get in touch with live support via Twitter or Facebook for help on this- I'd also recommend that you attach this conversation when you contact the team there so they have something to reference. If you run into any troubles contacting live support there, don't hesitate to let me know! 

puzzlezaddict's avatar
puzzlezaddict
Hero+
3 years ago

@MJMomma08  Are you trying this in Origin or the EA App, and does the other app work better?  If necessary, you can download Origin again:

https://answers.ea.com/t5/Origin-Client-Web-Technical/Downloading-and-installing-Origin-Windows-and-Mac/m-p/11915666

And why can't you play until you upgrade the game?  The Digital Deluxe content is pretty trivial, but also, if you've never had it, not having it now shouldn't matter.

If I'm missing something, please post a screenshot.

  • MJMomma08's avatar
    MJMomma08
    3 years ago
    @puzzlezaddict It is on Origin. I'm not sure why it is forcing me to upgrade.
    • puzzlezaddict's avatar
      puzzlezaddict
      Hero+
      3 years ago

      @MJMomma08  Please post a screenshot of where you see the forced upgrade.  I've seen one other report of what might be the same issue, but it's hard to tell without visual confirmation.

      Also, have you ever had an EA Play (previously Origin Access) subscription, and if so, did you ever play Sims 4 through the subscription?

      • EA_Solaire's avatar
        EA_Solaire
        Icon for Community Manager rankCommunity Manager
        3 years ago

        Hello @MJMomma08,

        This is looking like your version of The Sims 4 will need to be re-added to your account to clear up this error. We aren't able to do this over AHQ since we can't access your account details, but the live support team can get this all sorted for you. 

        You can get in touch with live support via Twitter or Facebook for help on this- I'd also recommend that you attach this conversation when you contact the team there so they have something to reference. If you run into any troubles contacting live support there, don't hesitate to let me know! 

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