I've recently started playing the sims 4 again, and wanted to place the family portrait (the free one from the mobile app)
But noticed i no longer had it in my game?
I redeemed it when it was available and have had it in my game before, now i dont know exactly what happened, but it is no longer in my game.
i've tried reparing the game, making sure everything was updated. but its still not there.
i no longer see the icon in the sims 4 startup screen, but read that some people still had the portrait even though the startup icon was gone - so i went in the game and searched for it, but with no luck.
I think it might have to do with the offer no longer being available and the fact that i have reinstalled the game on my PC a couple of times, but i cant be sure - i just find it weird that i no longer have the portrait in my game.
i wrote to support who then told me to create a topic here in the forums.
Its sad that the portrait is no longer available as it was a nice addition to the game (even though we could use a few more frame options for it, like a more simple frame )
is there any solution to this or will the family portrait forever be gone from my game ?
I support fair game play and have always followed the policies of EA.
The only thing I can suggest is to contact Support. https://help.ea.com/en/contact-us/?product=the-sims-4&platform=pc&category=technical-support
It is tied to your account so provided you haven't logged in to another account it should be there. Try doing a factory reset as described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199