Thangjam (8/12/2025, 6:01:56 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Thangjam, may I start with your first name please? 
Laura (8/12/2025, 6:02:06 PM): My name is Laura 
Thangjam (8/12/2025, 6:02:48 PM): Hi Laura, nice to meet you. Hope you are doing good, how may I assist you today? 
Laura (8/12/2025, 6:03:43 PM): Ok so I actually have a few things.
1. My game, the sims 4 hasn't been playable for weeks. I am getting the error "game license is invalid"
2. I have been on here many times with chat assist with no help and I need help.. Is there literally any other support I can get? A phone number? An email? 
Laura (8/12/2025, 6:04:05 PM): My ticket has been ongoing for a long time if you want to look through my case number is #218096622 
Thangjam (8/12/2025, 6:05:06 PM): Do not worry, I'll surely see what's the best we can do and will try my best to help you. 
Thangjam (8/12/2025, 6:06:16 PM): 1. Clear your temporary files:
   - Press the Windows key and "R" simultaneously.
   - In the new window, type or copy & paste: "%temp%" (without the quotes) and press "ENTER".
   - Your Windows Explorer will open the "C:\Users\>your user name<\AppData\Local\Temp" folder. Delete all files and folders within it.
   - If some files or folders cannot be deleted, reboot your system and try again.
2. Download "Revo Uninstaller" from this location (choose the freeware version or the Portable version).
3. Run "Revo Uninstaller" and uninstall Sims 4.
   - At the end of the main uninstallation process, Revo will prompt you to select a cleaning method. Choose "Moderate" and click "Browse".
   - If you see the message "Remaining registration content found," select all and click "Delete," then click "Next".
   - When the "Remaining Data and Folders" message appears, select all and click "Delete".
4. Run "Revo Uninstaller" again and uninstall EA Desktop.
   - At the end of the main uninstallation process, choose "Moderate" as the cleaning method and click "Browse".
   - If you see the message "Remaining registration content found," select all and click "Delete," then click "Next".
   - When the "Remaining Data and Folders" message appears, select all (except for the "Origin Games" folder) and click "Delete".
5. Restart your PC and reinstall the newest version of the EA app from this location.
6. Reinstall Sims 4 and perform a test to check if the issue has been resolved. 
Thangjam (8/12/2025, 6:06:31 PM): Please try these steps and your issues will be fixed. 
Thangjam (8/12/2025, 6:06:49 PM): Please let me know if you still face the same issues, even after trying this. 
Laura (8/12/2025, 6:07:03 PM): You said download the revo uninstaller from this location - but did not give me a location 
Thangjam (8/12/2025, 6:08:27 PM): https://www.revouninstaller.com/revo-uninstaller-free-download/ 
Laura (8/12/2025, 6:09:24 PM): Thank you! I will work through these steps now - and update you along the way 
Thangjam (8/12/2025, 6:10:09 PM): Sure, I will be stanby. 
Thangjam (8/12/2025, 6:10:18 PM): Please let me know if you need any help. 
Laura (8/12/2025, 6:13:10 PM): I can't restart my PC without losing this chat.. and I waited for hours to get you 
Thangjam (8/12/2025, 6:14:32 PM): Do not worry, you will need to try all the steps and your issues will be fixed. 
Thangjam (8/12/2025, 6:15:29 PM): If you still face the same issues, you can reach out back to us again. I can understand that there is a wait time that you can connect with us and We sincerely apologize for the wait in getting connected. With the recent launch of EA Games Beta, we've been experiencing a high volume of inquiries. We truly appreciate your patience and cooperation, it means a lot to us. 
Thangjam (8/12/2025, 6:15:45 PM): Please try those steps and I hope that your issues will be fixed. 
Laura (8/12/2025, 6:16:08 PM): You have been the most helpful person I have talked to but please understand how frustrating this has been.. is there really no way I can reconnect after I restart my PC? I just waited for 2 hours.. 
Thangjam (8/12/2025, 6:16:11 PM): If you still face the same issues, reach out back to us, To save you from any further hassle, I will be adding a descriptive note to your case. Please contact us back & provide case: 218096622, to the next advisor which will save you from the hassle of explaining this issue again. 
Laura (8/12/2025, 6:16:58 PM): I undersstand how to do this again. But like I have said.. over the past few weeks I have spent hours waiting to be connected to someone and now you're saying I have to do that again? 
Laura (8/12/2025, 6:17:26 PM): Is there any other support method beyond this chat? 
Thangjam (8/12/2025, 6:18:44 PM): As there is a waiting time to reconnect with us. 
Thangjam (8/12/2025, 6:19:17 PM): Please try downloading the EA apps from this link without restarting the PC so that you can be on this chat: https://www.ea.com/ea-app 
Laura (8/12/2025, 6:19:23 PM): Thank you 
Thangjam (8/12/2025, 6:19:32 PM): After that Reinstall Sims 4 and perform a test to check if the issue has been resolved. 
Laura (8/12/2025, 6:20:24 PM): I will keep you updated 
Thangjam (8/12/2025, 6:20:33 PM): Okay, I will be stanby. 
Thangjam (8/12/2025, 6:23:29 PM): How is it going? 
Laura (8/12/2025, 6:23:35 PM): It is at 60% 
Thangjam (8/12/2025, 6:23:43 PM): Okay. 
Laura (8/12/2025, 6:25:23 PM): I reinstalled it and am getting the same error 
Thangjam (8/12/2025, 6:25:39 PM): Please share the screenshot of the error? 
Thangjam (8/12/2025, 6:27:21 PM): Repair the EA apps and run the EA apps in administrator mode. 
Laura (8/12/2025, 6:27:38 PM): I have already done that it does not work. 
Laura (8/12/2025, 6:27:46 PM): I can try again but I have already done that 
Thangjam (8/12/2025, 6:27:49 PM): Also, try Open Windows File Explorer and copy/paste this 'url' into the address bar: C:\ProgramData\Electronic Arts\EA Services\License.
 In the "License" folder, where you should be if you've followed the above-shared steps, check if you can see a file called "71067.dlf" or any other such files
Delete these files and launch the game again. The game should now work. 
Laura (8/12/2025, 6:28:14 PM): If you look through my case.. you can see I have already done these things 
Thangjam (8/12/2025, 6:28:49 PM): Have you delete any of these file? 
Laura (8/12/2025, 6:28:52 PM): Yes 
Thangjam (8/12/2025, 6:29:26 PM): Okay as you have done all the steps. 
Thangjam (8/12/2025, 6:29:56 PM): Please try to clear the EA cache one last time and launch the game and see if it works: https://help.ea.com/en/articles/technical-issues/clear-cache/ 
Thangjam (8/12/2025, 6:30:18 PM): Please try these one last time and if you still face the same issues, let me know. 
Laura (8/12/2025, 6:30:40 PM): I cleared the cache and am encountering the same error message 
Laura (8/12/2025, 6:31:36 PM): I was able to get the game to work on my husbands older version of the EA app. So I am positive it isn't a "my computer" issue 
Thangjam (8/12/2025, 6:32:35 PM): Okay, please allow me to checked with the team to help you out. 
Thangjam (8/12/2025, 6:36:59 PM): Thanks for waiting. 
Thangjam (8/12/2025, 6:37:13 PM): I have gone ahead and made some changes on the account. 
Thangjam (8/12/2025, 6:37:28 PM): Please try re-launch the game and see if it works. 
Laura (8/12/2025, 6:37:38 PM): Ok I will relaunch. Thank you. 
Thangjam (8/12/2025, 6:37:53 PM): Please let me know if you still face the same issues. 
Laura (8/12/2025, 6:38:15 PM): That worked!! What changes did you make to my account? 
Laura (8/12/2025, 6:38:37 PM): Because if this ever happens again, I would love to know exactly what to say 
Thangjam (8/12/2025, 6:38:43 PM): Cheers! Is there anything else apart I can help you with? 
Thangjam (8/12/2025, 6:38:57 PM): Do not worry, it won't happen again. 
Thangjam (8/12/2025, 6:39:20 PM): If you still face the same issues, you can reach out back to us and we will be there to help you. 
Laura (8/12/2025, 6:39:30 PM): Well.. Just so you know this is an issue for people all over the forums so it would be nice to know. 
Laura (8/12/2025, 6:39:51 PM): You have been the only helpful representative I have talked to and I just want to be able to like.. know what was wrong 
Thangjam (8/12/2025, 6:40:17 PM): Those player facing the same issues, will have to contact us from their own account so that we can checked and help them out too. 
Thangjam (8/12/2025, 6:40:32 PM): This is something that can only be done from our end. 
Laura (8/12/2025, 6:41:11 PM): Right.. but it is an account based issue right? Like if I had this issue again I could say something like "my account needs to be reset" instead of going through weeks of this 
Laura (8/12/2025, 6:41:13 PM): ya know? 
Thangjam (8/12/2025, 6:41:38 PM): Yes, that's correct. 
Thangjam (8/12/2025, 6:41:45 PM): Is there anything else apart I can help you with? 
Laura (8/12/2025, 6:42:22 PM): no. Thank you again for your help solving this issue on my end. I just wish it could be more transparent so others don't have to spend weeks. But again.. it's fine 
Thangjam (8/12/2025, 6:42:34 PM): You're most welcome. Before ending this chat session I will request you to take good care of yourself. For further help please reach back out to us on help.ea.com. Thanks for contacting EA help. Have a great day.