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BSUGurl83's avatar
BSUGurl83
2 years ago

Won't download new kit even though it's been paid for!!!!!

I have tried for months to reach out to EA since 6/25/23 help desk for my issue. I have a PC and use the EA app. I have done a cache clear, and verfied my payment went through. But no matter what I do in the help articles they send me I'm not able to download Sims 4 Book Knook Kit. 

I have tried all of your links, and help page suggestions.
 
I have clear the cache, reinstalled Origin, and checked to see my purchase went through.
 
I have pictures if you need them.
 
Currently, Sims 4 Book Nook Kit gives me an error every time I try to download it. The message states, "There's a problem with your download. Something went wrong during your download. Give use a few minutes, then try again." 
 
The order was placed on 6/25/23. I have been trying for this long to fix this issue.
 
Can you just remote into the program and fix it since the help desk articles you keep sending me are not working? Or do you have a way I can talk with someone live?
 
 
 
[CM Edit: Personal info removed, split post, title update]
pc

2 Replies

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

    Hello @BSUGurl83,

    It's sounding like this pack may have been removed from your account- this isn't something we can verify with you over the forums as we don't have access to your billing and account information, but the live support team can take a look with you and see what's going on.

    Please reach out to live support by submitting a help request here https://go.ea.com/HowToEAHelp and ask the team there to check the entitlements on your account for this kit. You can also attach this AHQ conversation when you reach out there so the live support team has further information to reference. 

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