[SOLVED] 64-bit Sims 3 content not in Origin library

[puzzlezaddict]

@Sarah_Spence2000  I've merged your post with the master thread on this issue.  You'll need to contact EA customer support to get this fixed.  Please see the first post for more information.

[Sarah_Spence2000]

yeah I was trying to avoid it, but that seems unlikely :-/ I tried to submit a help request earlier, but they don't offer customer support on sundays ig

[Markimooimoo]

my issue is that an expansion pack that works for other people (Into the Future), isn't working for me. Do I still have to wait for the entitlement thing? How does that process work?

[puzzlezaddict]

@Markimooimoo  The process should have worked already.  If you're still unable to download Into the Future, or any pack you own, please contact EA customer support for help.

https://help.ea.com/en/contact-us/

[Davide780]

l'assistenza non sapeva cosa consigliarmi, non credevano al fatto che io non avessi the sims 3 64 bit metal nella mia libreria. Non so se deve aggiornarsi origin

[puzzlezaddict]

@Davide780  You do not need to update Origin.  Do you have filters enabled in Origin?  You can check by clicking the Filter menu in the upper right corner of your Origin game library and clearing all filters.

You can also try running the Origin reset tool for macOS, which will force Origin to refresh its data.

https://help.ea.com/en-us/help/origin/origin/how-to-reset-origin-on-mac/

If you still don't see the 64-bit version, try contacting EA customer support again.  This time, take a screenshot of your Origin library showing that you don't have the content, and upload it when you make the help request.

[AliciaHague]

I tried the EA live chat to ask about why it was saying ‘unlocked’ on my origin but I was told that they didn’t help with The Sims 3 anymore since it was such an old game... so should I try asking again? 

[funcrunch]

I was finally able to get my entitlements by following your suggestions. I made sure filters were cleared in Origin, reset and reinstalled the Origin application, took a screenshot and reopened my EA support case showing I still didn't have the 64 bit version of Sims 3. This time I specifically asked for entitlements.

I had to specify by name all of my expansion packs and stuff packs even after explaining that I just wanted the 64 bit versions of everything I have purchased. I was in live chat for over 1/2 hour while the rep granted the entitlements but now they're all in my account available for me to download.

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@puzzlezaddict wrote:

@Davide780  You do not need to update Origin.  Do you have filters enabled in Origin?  You can check by clicking the Filter menu in the upper right corner of your Origin game library and clearing all filters.

You can also try running the Origin reset tool for macOS, which will force Origin to refresh its data.

https://help.ea.com/en-us/help/origin/origin/how-to-reset-origin-on-mac/

If you still don't see the 64-bit version, try contacting EA customer support again.  This time, take a screenshot of your Origin library showing that you don't have the content, and upload it when you make the help request.

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[puzzlezaddict]

@AliciaHague  The support rep was incorrect, and it's kind of appalling that someone would say that.  So yes, definitely try again.

[AliciaHague]

Yes I contacted them again and the rep managed to download them all for me! Gurpreet came thru