Lost access to DLC I paid for just a couple days ago (Skate 3 DLC on XBOX Series X)

João Lisboa · May 14, 2021

Recently I decided to purchase Skate 3's DLC on my new Series X console.

When playing the game with all the DLC installed I noticed one of them, "Danny's Hawaiian Dream", was not working properly. The DLC showed up in the game's "Manage game and add-ons" menu all right. While checking the Microsoft Store, the DLC in question had an "Installed" tag on it while all the others had an "Owned" tag on them - I thought nothing of it.

So I uninstalled the game and its DLC to see if that would fix it. Then, I tried reinstalling everything. The content installed everything except for the troublesome DLC - now, it wouldn't even show up on the "Manage game and add-ons" screen. After this, the DLC would show up on the store as if I had never even bought it. I tried looking at my "Order history" and sure enough, there it was with a "Complete" tag next to it and everything.

I tried contacting Microsoft's support chat and they were extremely unhelpful, even told me to contact the wrong publisher. I have sent a support ticket to EA but they have yet to get back to me.

What can I do to access content I just paid for? Did I get completely screwed by either Microsoft or EA?

Hopefully somebody here can help...

Thank you in advance!

:)

João Lisboa

I have tried power cycling, removing and re-adding my account, and then power cycling again - the issue still persists.

João Lisboa

I have once again contacted Microsoft support where I was urged to request a refund. After waiting a couple of days for my request to get processed I was denied the refund because "[Microsoft's] refund policy doesn't allow refunds for digital game products that have been played or consumed". I can only assume this was the case because I DID download the DLC in question (even though it never worked with my install of the game). I am absolutely shocked at how poorly this whole ordeal has gone... Even if I do decide to repurchase the content, I have no guarantee that this situation won't just happen all over again. I am at a loss for words.

XBF Mohammed C

You might want to try performing a quick power cycle for your console.

I would also suggest removing and reading your profile as it helps in such issues.

João Lisboa

I have received a response from EA support and they have told me they are "unable to provide the resolution to [my] concern", and have suggested that I contact Microsoft support - which I already have, where they told me to contact the game's publisher, that being EA. 🙄

I will try to once again contact Microsoft support when I am able to during the week (seeing as they are closed on weekends) to try and solve this issue.

Miss All Sunday

Hi

So I tried what you suggested:

1. New profile on series X will load the Sims 4 but without access to any paid dlc

2. Main profile on Xbox one will load Sims 4 with dlc

During this test I went back to test main profile again on series X and it let me back in. However this was with no dlc.

When I installed all dlc again it stopped me loading in and booted back to dashboard at the same place.

I am now going to load in each dlc one at a time to see if I can pin point which one is causing the problem and will reply again.

Lost access to DLC I paid for just a couple days ago (Skate 3 DLC on XBOX Series X)