High School Years not downloading in Origin (PC) [ Edited ]

[atouchofChaos]

I pre - ordered the new Sims 4 pack on 07/01/2022 using an EA gift card. (honestly, the money was worth it because this is something I've been wanting in The Sims 4 since before it was gifted to me in 2019.) I got the latest base game update automatically a few hours ago when I logged on. however, High School Years didn't start downloading afterwards. every time I update the game on Origin, it says: "The Sims™ 4 Digital Deluxe is up to date." the 'Expansion Packs' section still says: "Buy $39.99". when I checked my email to make sure I definitely had the order confirmation, I saw that I had received a new one from EA on 07/27/2022 titled: "Origin Pre-Order Billing Problem". in EA's Customer Portal, my Order History and Payment Method confirms that I pre - ordered it on 07/01/2022 using the money I put into my EA Wallet, but the purchase is labeled as 'processing' and says: "We've billed you for your order but some items may not have been delivered yet." High School Years shows up in the actual game under 'My Packs'. in CAS, though, it's faded and says: "You do not have this content." at this point, it's well over the announced release date for Eastern Standard Time. what do I do?

[EA_Leeuw · Accepted solution]

Hey everyone, 

It's sometimes possible that orders can take up to 24h-36h to fully go through and finish the process.

This is mainly dependent on which payment method was being used to place the order.

If the Pack still doesn't show up as Owned and ready to be downloaded/installed after 24h-36h, the best thing you can do is reach out to our EA Live Support team via https://help.ea.com/contact-us, so they can take a look at your account.

Thanks.

[amylouise793]

I have a similar issue. I purchased the pack no more than 10 minutes ago. The money has been deducted from my account but its's saying I do not own the pack.

[atouchofChaos]

I saw a solution on another thread that worked for players with a console. none for pc yet, though.

[Xcaitz]

We are having the same problem on Mac, purchased and downloaded the high school expansion pack for sims 4 but when you go on the game it doesn’t show up with the other expansion packs. How are we supposed to play it? We have repaired the game but still not showing up.

[EA_Leeuw · Accepted solution]

Hey everyone, 

It's sometimes possible that orders can take up to 24h-36h to fully go through and finish the process.

This is mainly dependent on which payment method was being used to place the order.

If the Pack still doesn't show up as Owned and ready to be downloaded/installed after 24h-36h, the best thing you can do is reach out to our EA Live Support team via https://help.ea.com/contact-us, so they can take a look at your account.

Thanks.

[Xcaitz]

Ours says installed but just doesn’t show up on the game with other packs 🤷🏻‍♀️

[atouchofChaos]

@EA_Leeuw thank you!

[Cristiny18]

Hi! With me I was gifted the code, I redeemed, the message saying it was mine appeared but the pack still shows up as not owned in origin and I can’t download it

[EA_Leeuw]

Hey @Cristiny18,

That seems to be a different issue than what is being discussed here in this thread.
May I ask which retailer you got the code from?

[Cristiny18]

@EA_Leeuw A friend gifted to me, but I redeemed the same way I did with other gifts