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If you bought or earned in-game content and it’s missing or lost, check out the steps below for help finding it.

Earned items Purchased items Twitch Drops Prime Gaming Game-specific help More help

If you’re missing currency that you earned in-game, or have lost other items or rewards, here’s what you can do:

  1. Restart your system, then check your game again.
  2. Double-check that you didn't accidentally discard or use the content somewhere else in-game.
  3. Check the current server status for both your game and your platform. If there are issues with a game or the servers when you’re looking for an item you’ve earned, it may not come through until the issues are fixed.
  4. Check @EAHelp on Twitter to see if we’ve tweeted about any issues.
  5. Look at the game’s Twitter channel, too, in case they’ve tweeted about any issues. You can find all of our official game Twitter accounts in our list on Twitter.

If you bought premium currency or in-game items with real-world money, like Battlefield Currency or FIFA Points, try this: 

  1. Restart your system, then check your game again.
  2. Check the current server status for both your game and your platform. If there are issues with a game or the servers, the transaction may not go through or the item may appear until the issues are fixed.
  3. Check @EAHelp on Twitter to see if we’ve tweeted about any issues.
  4. Look at the game’s Twitter channel, too, in case they’ve tweeted about any issues. You can find all of our official game Twitter accounts in our list on Twitter.
  5. Confirm the transaction went through with the store you purchased it from and wait 24 hours from the time you made your purchase to see if you get it. This is because it can take time for a purchase to go through and for the items you’ve bought to show up in-game.

If you’re still missing your premium in-game currency after 24 hours, contact the store you bought it from.

If you bought it from a digital retailer, like Microsoft or Sony, contact them to make sure your transaction went through. If the transaction did go through, contact us with your proof of purchase.

If you bought it from a third-party retailer, get in touch with them for help.

Make sure your EA Account is linked to your Twitch account before you watch any streams. That way you’ll always be eligible to get any guaranteed Drops, as well as a chance to win random rewards for watching.

See how to link your EA Account to Twitch.

Make sure the Prime Gaming account you link is the one that you will have access to for the lifetime of your EA Account or you may lose access to redeeming loot on your linked EA Account. After you link one to your EA Account, you won’t be able to link it to any more Prime Gaming accounts.

If you linked the correct account but still didn’t get your content, follow our steps under the If you didn’t get your loot after linking accounts section of our Prime Gaming article.

If you still don’t have your missing items or content, see if the steps in our articles for specific games help.

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Troubleshooting The Sims 3 on PC

The Sims 4

Troubleshoot issues in The Sims 4 on console

The Sims Mobile

Troubleshoot issues in The Sims Mobile

The Simpsons: Tapped Out

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