Sims 4 expansion pack gone missing

[edieccook]

Hey!

I just bought the Island living Sims 4 expansion pack and when I entered the code it said it was valid but when I clicked the the next button the pack didn't start to download. There is also no evidence that i bought it as there is no download button. I tried entering the code again but it says it has already been redeemed! Any idea on how I can fix this? Thank you in advance xx

[EA_Darko · Accepted solution]

Sorry to hear that you are having issues @edieccook.

Phone support covers a lot more countries than just the US and Canada.

Can you ensure that you are following these steps exactly when trying to contact support:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

If it does not work then you can use a Voice-Over-IP service like Skype or Google Voice and contact our UK support directly, it is best to set your location to the country you are contacting also. The UK support number is  +44 203 0141818  and is available 9AM-9PM GMT, Monday through Saturday.

Let me know how you get on.

Darko

[EA_Darko]

The best thing to do @edieccook is speak with one of our phone or chat support advisers who will be able to find the account the game was registered to and see if there are any issues.

You can contact our live support at help.ea.com.  

To request a callback or speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

Darko

[edieccook]

@EA_Darko Thank you, I took your advice but all I was led to was a blank popup screen, I kept it open for a good 20 minutes but nothing happened, is there anything else I can do? I also cannot use the call option as my phone number isn't American or Canadian.

[EA_Darko · Accepted solution]

Sorry to hear that you are having issues @edieccook.

Phone support covers a lot more countries than just the US and Canada.

Can you ensure that you are following these steps exactly when trying to contact support:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

If it does not work then you can use a Voice-Over-IP service like Skype or Google Voice and contact our UK support directly, it is best to set your location to the country you are contacting also. The UK support number is  +44 203 0141818  and is available 9AM-9PM GMT, Monday through Saturday.

Let me know how you get on.

Darko

[edieccook]

Thank you, I managed to get through and I was informed that many players worldwide are experiencing the same problem and they are working hard to fix it, I guess I’ll have to wait until then...

Thank you for being so patient and helping me

[edieccook]

@EA_Darko sorry, I forgot to tag you in my reply...

[EA_Darko]

Good to hear @edieccook, I'm guessing that you are a Mac user if that is the case.

Darko