Sims 3 DLC removed from account

Translated to English:

After not playing for a while, I reinstalled my Sims 3 package. I used to play it through Origin without any issues.

After a clean Windows installation, I installed the EA app, which then installed Sims 3 along with all 5 of my expansions.

However, upon starting Sims 3, I noticed that only 3 out of the 5 expansions are visible in the game's Launcher. The expansions "Late Night" and "High-End Loft Stuff" are missing.

After extensive searching on the internet, I tried several tips. I uninstalled the game three times, removed the EA app, cleared the cache multiple times, and had the game repaired through the EA app. Even after removal, I cleaned the PC with CCleaner. There are no mods or similar additions installed. I also deleted the Sims 3 folder from Documents, but that didn't work either. Installing only "Late Night" in a fresh installation also didn't solve the issue.

I also contacted EA customer support by chat. They repeatedly asked the same questions about the solutions I had already tried. Furthermore, no one had contacted them regarding this issue, so I was told to wait and potentially post a question on this forum. Does anyone have a solution?

Hey there @Cyblix2,

It sounds like these packs may have been removed from your account- you'd need to get back in contact with the live support team to have them check your game entitlements for these packs to see exactly what's happened. Here on the forums, we don't have access to your account details to investigate further. 

Please contact the live support team again from the site here and ask them to check these pack entitlements on your account- I'd also recommend attaching this AHQ conversation when you reach out there so the team does have something further to reference. If you have any troubles getting in contact with the team there, be sure to let me know. 

Can it be the game entitlement? Because the ea app says you own this product. And after downloading, the ea app says: installed. Not popping up in the launcher ofcourse. 

@Cyblix2  I don't work for EA and have no insight into how things work on the account/EA App side of things.  But I do know that when a pack is installed in the App but not showing in the launcher, it almost always means that the entitlement is bad, or the product code has been blocked, however you want to look at it.  That in turn is something only EA customer support can sort out.  So please contact them and ask.  If you have trouble finding the live chat option, try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-3&platform=&topic=missing-game&category=manage-my-account&subCategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

I'm posting because it's the weekend and EA_Solaire might not be around to reply for a couple days.  If you do have trouble with support, please post back, and I'm sure she'll reply when she has a chance.

Hello everyone,

As you can see I'm having trouble accessing my Sweet Treats EP on the EA App, therefore making it unavailable. It was there yesterday, but today it has mysteriously disappeared. However, it does appear and is playable over on Origin on my MacBook.

I have spoken to countless advisors about this, but all they tell me to do is contact the retailer to fix it for me. I highly doubt a retailer can give out another copy of a discontinued pack -- besides, I own the game, I paid for it.

I'm so upset, I really wanted to play with this pack. Anyone know what I can do? ☹️

Hi there @FaShanable 

Where was your copy of Sweet Treats originally purchased from, did you use a third-party retailer? If so, there's a possibility that this pack was removed from your account for that reason. While this isn't something we can verify or check on over the forums with you, the live support team can review your account details and entitlements for this pack to provide further details on what's happened. 

I'd recommend you contact live support again and have them check your account and entitlement details for Sweet Treats to see why this pack is no longer available in the app for you. 

Hi @EA_Solaire!

The copy I bought was from a store, so I think that’s a reliable seller.

Funnily enough, my Supernatural pack has disappeared from my Sims 3 launcher yesterday. It does say that I own it and that its been downloaded in the EA App though.

Today I’ve contacted them again, all of the agents always tell me that they’ll open a case from me yap yap yap, but I never hear back from them.

I’m getting really frustrated because I paid so much money for these packs and they’ve all started to disappear.

3 of my packs (Island Paradise, Fast Lane Stuff and Master Suite stuff) are showing up as downloaded but do not show up in my launcher. I have been at it with EA support both through live chat and emails and it has all been useless. I have tried everything they have told me from uninstalling and reinstalling the EA app several times. I repaired the game and also cleared the EA app cache. I was told to use msconfigure to turn off background apps and it did not work. The latest person I chatted with told me he had done something on EA's side to fix it and surprise, it did not work. I have finally resorted to uninstalling the base game and my other expansion and stuff packs, tried reinstalling the base game and one of the 3 that did not work and my launcher was empty. The emails I have gotten from EA "help" have literally just been forum links which not only do not work but I cannot even talk to the same agent twice so I have to explain everything again and again and getting nothing that helps.

Some extra info : When I had all my games installed, those 3 games did in fact also show up in my program files.

Please help me, I have tried everything under the sun now.

Hi @xitsjosex 

It sounds like these missing packs may have been removed from your account- while we're not able to check this for you over the forums, you can speak with the live support team so they can review your account information and look over the entitlements for your packs.

Please contact live support from the help site here so they can look into this further with you. I'd also recommend attaching this AHQ conversation when you reach out there so the team has further information to reference. 

Hello there,

Unfortunately, I have not had much luck at all with live support. I have chatted live twice where they all ended up with me emailing support all week only for my case to be closed at the end out of nowhere. I sent another email after my case got closed two days ago but have received no response. I even sent EA help a DM on facebook and I have not gotten a reply either. I really do not know what to do now.