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Thursday, 24 August 2023

Can’t find your games? Try these steps to see if they’re hidden or if your purchase is still processing.

Did you buy a full game or an expansion pack?

Only full games show in your Origin Game Library. Expansion packs, downloadable content (DLC), and Origin Access subscription information can be viewed elsewhere.

To see your expansion packs and DLC:

  1. Open the Origin client.
  2. Click on My Game Library.
  3. Click on the game you bought the expansion pack or DLC for.
  4. Click on the tab for Extra Content, Expansion Packs, or Game Packs.
    • Depending on the game, there might be one or more of these tabs where you can see what extra content you have for your game.

A red arrow and red rectangle draw attention to three tabs in the Origin client Extra Content, Expansion Packs, and Game Packs.

To see your Origin Access subscription info:

  1. Open the Origin client on your Mac and log in
  2. Click on EA Account and Billing. This will open a new window with your EA Account settings.
  3. Click on the Origin Access tab.
    • You’ll only see this tab if you currently have, or at some point had, an Origin Access membership

A red arrow and rectangle draw attention to the Origin Access tab in the My Account menu.

Check to see if your payment went through

If your new game isn’t in your Game Library when you log into the Origin client, your order might still be processing.
  1. Open the Origin client on your Mac and log in
  2. Click on EA Account and Billing. This will open a new window with your EA Account settings.
  3. Click on Order History.
  4. Check the order status there.
    • If it’s still processing, you’ll get your game when it’s completed.
    • If your order isn’t showing, you may have bought the game on another account. Try logging in to the Origin client with other email addresses you may have used to see if you can find your game there instead.

Once your payment has been processed, your full game will show up in your Game Library.

If your purchase processed but you still don’t see your game

  1. Open the Origin client and log in.
  2. Click on the View menu tab at the top of your screen.
  3. Click Reload Page from the drop-down menu.

If this doesn’t work, log out of Origin and log back in again. This will refresh your Game Library in the Origin client. You can also try uninstalling Origin. Once you’ve done that, try reinstalling it.

First, double-check to make sure you’re signed into the right account. If you think you may have another account, try logging in to Origin with other email addresses you may have used. If you find another account, check if your game is there instead.

Have more than one EA account? Learn about combining accounts.

Next, go to My Game Library in the Origin client, then click Filter in the top-right corner. Click on Hidden games to display any games that you may have accidentally hidden.

A red arrow and red rectangle draw attention to the Filter icon on the top-right side of the Origin client screen.

Clear your cache

If you checked for hidden games but you still can’t find the game you’re looking for, try clearing your Origin data cache by resetting the Origin app on your Mac.

Double-check what you bought

Make sure you purchased the full game and not just an expansion or subscription. The Sims games have multiple expansions or subscriptions that only become active when you own the base game.

A full game has a standalone title, like “The Sims 4”, while expansions usually have an additional subtitle, like “The Sims 4: Get to Work.”

Buy your game elsewhere? Redeem your code

If you purchased your game from somewhere other than the Origin Store, you’ll need to redeem your Product Code in Origin. If you’ve done that, check with your retailer for any instructions you might have missed.

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