How do I get my extension back for the Sims 4?

Bird~ · Jul 27, 2021

I got the the Sims 4 with the pets extension on a disc, the disc kinda just disappeared, pretty sure someone stole it, but I was able to install the game again without the disc and play it. Now when I'm in the game it says I can get the pets extension for free, but when I click on that it tells me to pay. I'm kinda confused, im hoping I don't have to buy a new disc or buy the extension again cause I really can't. So if there's any way to avoid that im wondering.

:)

Jesse E'

Hello Bird, My name is Jesse. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

Unfortunately without the disc there's no way for the game to verify your license and give you access to the extension. You'll need to get the disc or purchase the extension separately. I'm sorry about this.

Hope this helps.

Jesse.

XBF Zineb F

If you are getting the message from the in-game store, you will need to get in touch with the developer of the game for assistance. However, if you are getting this message on the Microsoft store, then you will need to contact the online support for further assistance regarding this. Access Contact us | Xbox Support. Follow the instructions after clicking on the green button "Contact us" and choose to get help either from an online chat agent or request a callback. Make sure the region on the support website is set to your correct region in order not to find issues with the steps.

CloneGuru

OK, I removed my account, the Sims 4 and all extensions, did a hard reset as indicated and then reinstalled my account, the Sims 4 and all extensions again. Unfortunately this did not solve the problem. I still get the same error: 'The item that you are
trying to use appears to be damaged. Remove it and install again (0x80070570)'.

Problem is I do not see anything to remove when chosing settings > system > storage > delete items. I did clear the download / install queue.

Gaeihc

The hard reset doesn't solve the issue. My kids downloaded 3 game extensions, 2 for The Sims 4 and 1 for Forza Horizon 4 and at first only the Sims extensions worked normally but it took a day for the Forza one to start working. But within 2 days all 3
game extensions became unavailable though they do show as having downloaded. Meanwhile, of course, the credit card has been debited for all 3 games.

Rodrigo Oliver

Hi Yk, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

Please, follow these steps:

In My games & apps, highlight a game (but don’t select it).

Press the Menu button on your controller, and then select Manage game and add-ons.

Select the game tile, and then select each checkbox for which items you want to install.

Select Install, to confirm the installation.

For more information: https://support.xbox.com/help/games-apps/my-games-apps/view-downloadable-content

How do I get my extension back for the Sims 4?