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If you can’t find your games, try these steps to find out 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 EA app (formerly EA Desktop) Collection. Expansion packs, downloadable content (DLC), and EA Play membership information can be viewed elsewhere.

To see your expansion packs and DLC:

  1. Launch the EA app and log in to your account.
  2. Click on My Collection.
  3. Hover over the game you bought the expansion pack or DLC for, and click the three dots that appear in the top corner.
  4. Click Manage add-ons.

Here you’ll see any add-ons you have for the game. If you don’t have any, you can browse that game’s Game Hub to find extra content to add to your Collection.

To see your EA Play membership info:

  1. Go to the EA Account Settings portal.
  2. Click on the EA Play tab.
    • You’ll only see this tab if you currently have, or at some point had, an EA Play membership.

Check to see if your payment went through

If your new game isn’t in your Collection, your order might still be processing:

  1. Go to the EA Account Settings portal.
  2. Click on the Order History tab.
  3. Check the order status for your purchase.
    • If it’s still processing, you’ll get your game when it’s completed.
    • If your order is not showing, then you may have bought the game on another account. Try logging in to the EA Account Settings portal with other email addresses you may have used instead.

Once your payment has been processed, your full games will show up in your Collection.

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

Click the menu icon (it looks like 3 horizontal lines) in the top left corner of the app, hover over Help, then click Restart app.

If this doesn’t work, log out of the app and back in again to refresh your Collection.You can also try uninstalling and reinstalling the EA app.

  1. First, double-check you’re signed into the EA app with the right account. 
    • If you think you may have another account, try logging in with any other email addresses you may have used. 
    • If you find another account, check if your games are there instead. We can also help you combine your accounts.
  2. Next, go to your Collection in the EA app, then click Filter
  3. Click on Hidden games to display any games that you may have accidentally hidden.

I tried all that, but they’re still missing

Clear your cache

If you check for hidden games but you still can’t find the game you’re looking for, try clearing your data cache.

Double-check what you bought

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

A full game has a standalone title, like "Battlefield 4" or "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 EA app Store, you’ll need to redeem your Product Code. If you’ve done that, check with your retailer for any instructions you might have missed.

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