If you purchased something from the Marketplace and your account was charged, but you haven't received the item yet, please do the following:
|RESTART THE SIM|
You might need to close the game and relaunch the game for the item to appear in the content manager.
If the charge is still under "pending transactions" in your bank statement (i.e. the funds have not yet been withdrawn) please wait up to 72 hours. The failed transaction might simply clear itself up and disappear from your bank statement after a few days.
If the item hasn't appeared in the content manager after 72 hours, and the money was taken from your bank account (i.e. the funds have been withdrawn) please contact our support team within a week following the purchase. Our team will redeem the item on your account.
1. Click on "Submit a request" in the top right corner of this page.
2. In the drop-down menu "How can we help", select "I have an issue with a purchase".
3. Under "I'm having the following problem" select from the drop-down menu "Missing purchase/content"
4. Under "Attachments" upload a copy (.PNG or .JPG format) of your bank statement that shows that the money was taken from your account/the funds have been withdrawn.
How to take a screenshot
Depending on your hardware, you may use the Windows Logo Key + PrtScn button.
If your device does not have the PrtScn button, you may use Fn + Windows logo key + Space Bar.
To locate your screenshots, open File Explorer from the taskbar.
On the side navigation pane, select the Pictures folder, and select Screenshots.