Hi folks,
Welcome to the Master Help Thread! This will be the home for common questions and will be posted here with a link.
This page is divided into several sections. Press the keyboard combo Control F (CTRL-F) to use your web browser's built in search tool to locate what you need. Additional information resources will be added as they become available.
Master Help Sections
• General Information
• System Requirements
• Drivers & DirectX
• General Maintenance
• The Sims 4 CAS Demo
• Installation
• Game Updates
• Startup
• Performance
• Gameplay
• Origin
• Origin Access Program
• Online Security
• Warranty
• Customer Support
• EA Help Center
General Information
Where can I buy The Sims 4 games?
https://help.ea.com/help/faq/where-to-buy-ea-games-v2
How can I build and buy a bundle for The Sims 4 using Origin?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-build-a-bundle
Why did the price change for The Sims 4 extra content on Mac and PC?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-extra-content-price-changes
How do I sign up for The Sims 4 newsletter and free in-game gift?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-newsletter
Who is the EA seller entity?
https://help.ea.com/help/faq/who-is-the-ea-seller-entity
Where can I learn more about The Sims 4 for Mac?
https://www.thesims.com/mac
https://help.ea.com/article/the-sims-4-on-mac-faq
What is The Sims 4 Rewards program?
https://help.ea.com/article/the-sims-4-rewards
Where can I find more information about The Sims 4 Get to Work expansion pack?
https://help.ea.com/article/the-sims-4-get-to-work-faq
Where can I find more information about The Sims 4 Get Together expansion pack?
https://help.ea.com/article/the-sims-4-get-together
Where can I find more information about The Sims 4 City Living expansion pack?
https://help.ea.com/help/the-sims/the-sims-4/sims-4-city-living
Where can I find more information about The Sims 4 Cats & Dogs expansion pack?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-cats-and-dogs
Where can I find more information about The Sims 4 Dine Out game pack?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-dine-out
How do I find and manage my The Sims 4 expansions in Origin?
https://help.ea.com/help/the-sims/the-sims-3/where-to-find-the-sims-3-expansions-in-origin
What are the game features and editions in The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/game-features-and-editions-the-sims-4-console
How do I get started on The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/get-started-in-the-sims-4-console
How do I troubleshoot issues in The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/troubleshoot-issues-in-the-sims-4-console
Where can I find a digital game manual for The Sims 4 for Xbox One?
https://eaassets-a.akamaihd.net/eahelp/manuals/the-sims-4-xbox-one-na.pdf
Where can I find a digital game manual for The Sims 4 for PS4?
https://eaassets-a.akamaihd.net/eahelp/manuals/the-sims-4-ps4-na.pdf
System Requirements
What are the minimum and recommended system requirements for The Sims 4?
https://help.ea.com/article/the-sims-4-system-requirements
How can I check if my PC meets the minimum system requirements for The Sims 4 game?
https://help.ea.com/article/how-to-check-if-your-pc-meets-minimum-requirements
Drivers & DirectX
How do I run a DXDiag to see if my Windows drivers are out of date?
https://help.ea.com/article/how-to-gather-dxdiag-information
How do I update my Windows drivers?
https://help.ea.com/article/finding-devices-and-updating-drivers
Will there be Windows driver support for my NVidia legacy graphics device after 2016?
https://nvidia.custhelp.com/app/answers/detail/a_id/3473
Will there be 32-bit Windows driver support for my NVidia graphics device after 2017?
https://nvidia.custhelp.com/app/answers/detail/a_id/4604
Will there be Windows driver support for my AMD graphics device after 2016?
http://support.amd.com/en-us/kb-articles/Pages/Software-Support-Legacy-Graphics.aspx
How do I perform a clean installation of my graphics driver?
https://help.ea.com/help/pc/how-to-perform-a-clean-installation-of-your-graphics-driver
General Maintenance
How do I correct errors and corrupt files with Windows System File Checker on PC?
https://help.ea.com/article/how-do-i-run-the-system-file-checker
How do I clear my web browser cache?
https://help.ea.com/article/clearing-your-browsers-cache
I upgraded my computer operating system to Windows 10 - how do I ensure my game works properly on the new OS?
https://help.ea.com/help/pc/your-games-and-the-windows-10-upgrade
How do I perform a checkup of the hard drive on a Mac?
https://help.ea.com/help/mac/trouble-with-mac-games-hard-drive-checkup
How do I use Decrap to fix PC issues?
https://help.ea.com/help/pc/how-to-use-decrap-to-fix-pc-issues
How do I use CCleaner to fix PC issues?
https://help.ea.com/help/pc/how-to-use-ccleaner-to-fix-pc-issues
The Sims 4 CAS Demo
Where can I learn more about The Sims 4 CAS Demo?
https://help.ea.com/article/the-sims-4-create-a-sim-cas-demo
Installation
How do I install my The Sims 4 disc through Origin?
https://help.ea.com/help/origin/origin/installing-your-game-disc-through-origin-with-a-new-account
How do I install expansion packs for The Sims 4 game?
https://help.ea.com/article/sims-4-pack-install
https://help.ea.com/help/the-sims/the-sims-3/where-to-find-the-sims-3-expansions-in-origin
Why did my VC++ Runtime package fail to install?
https://help.ea.com/help/origin/origin/your-vc-runtime-package-has-not-installed-correctly-error-troubleshooting
My game will not download over the internet through Origin - what can I do?
https://help.ea.com/article/programs-that-may-cause-conflicts-with-origin
My game will not finish downloading over the internet through Origin - what can I do?
https://help.ea.com/article/clearing-your-temporary-files
https://help.ea.com/article/manually-uninstalling-origin
Why did my Origin download stop before completing?
https://help.ea.com/help/origin/origin/origin-download-stops
My game will not install through Origin.
https://help.ea.com/article/my-game-downloaded-through-origin-but-will-not-install
https://help.ea.com/article/programs-that-may-cause-conflicts-with-origin
How do expansion packs work on The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/expansion-packs-for-the-sims-4-on-console
Game Updates
What are the patch notes for The Sims 4 on PC/Mac?
https://help.ea.com/article/the-sims-4-updates
What are the patch notes for The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-updates-console
An update for my game is available in Origin, but I am unable to download it.
https://help.ea.com/article/programs-that-may-cause-conflicts-with-origin
My game will not finish updating in Origin - what can I do?
https://help.ea.com/article/clearing-your-temporary-files
https://help.ea.com/help/origin/origin/how-do-i-opt-in-to-origin-beta-updates
https://help.ea.com/article/manually-uninstalling-origin
Why did my VC++ Runtime package fail to update?
https://help.ea.com/help/origin/origin/your-vc-runtime-package-has-not-installed-correctly-error-troubleshooting
Startup
The Origin 'My Games' list is blank!
https://help.ea.com/article/origin-my-games-list-is-blank
I have a Mac and Origin is crashing on startup!
https://help.ea.com/article/how-to-reset-origin-on-mac
How do I start The Sims 4 game in windowed mode?
https://help.ea.com/help/the-sims/the-sims-4/playing-the-sims-4-in-windowed-mode
My game will not launch from Origin.
https://help.ea.com/article/how-do-i-run-a-program-or-a-game-as-an-administrator
My game still will not launch from Origin!
https://help.ea.com/help/origin/origin/i-cannot-load-my-game-from-origin-or-i-am-having-issues-in-game
Why am I being asked to verify ownership in Origin?
https://help.ea.com/help/origin/origin/verifying-ownership-in-origin
How do I check Windows recommended compatibility?
https://help.ea.com/article/how-do-i-check-windows-recommended-compatibility
Performance
How do I set up The Sims 4 to run in 32-bit or 64-bit mode?
https://help.ea.com/article/when-to-use-the-sims-4-64-bit-or-32-bit-version
How do I set up a custom NVidia graphics card gaming profile?
http://nvidia.custhelp.com/app/answers/detail/a_id/2615
How do I set up a custom AMD graphics card gaming profile?
http://support.amd.com/en-us/kb-articles/Pages/How-To-Create-Game-Profiles-Using-AMD-Radeon-Software.aspx
How can I improve my computer's performance when running The Sims 4 game or CAS Demo?
https://help.ea.com/article/what-is-the-sims-4-laptop-mode
How do I perform a clean boot on my PC or Mac?
https://help.ea.com/article/how-to-clean-boot-your-pc
My PC has an Intel Core i5/i7 processor and is randomly freezing, shutting down, or resetting while running the game.
https://communities.intel.com/docs/DOC-23517
Why am I experiencing lag?
https://help.ea.com/help/battlefield/battlefield-3/why-am-i-experiencing-lag
My game keeps crashing to my Windows desktop!
https://help.ea.com/help/pc/game-crashes-to-desktop-on-windows
How do I troubleshoot connection issues on my PC or Mac?
https://help.ea.com/help/faq/connection-troubleshooting-basic
https://help.ea.com/article/opening-tcp-or-udp-ports-for-connection-issues
https://help.ea.com/article/connection-troubleshooting-advanced-pc
https://help.ea.com/article/connection-troubleshooting-advanced-mac
https://help.ea.com/help/pc/how-to-flush-dns-cache-for-windows
How do I troubleshoot connection issues on my console device?
https://help.ea.com/help/faq/not-able-to-connect-to-online-play
https://help.ea.com/help/console/connection-troubleshooting-advanced-xbox
https://help.ea.com/help/console/connection-troubleshooting-advanced-playstation
How do I troubleshoot PlayStation 4 intermittent connectivity or lag?
https://help.ea.com/help/console/ps4-intermittent-connectivity-lag
How do I troubleshoot PlayStation 4 downloaded content?
https://help.ea.com/help/console/playstation-4-downloaded-content-troubleshooting
How do I troubleshoot connection issues on my mobile device?
https://help.ea.com/help/mobile/troubleshooting-steps-for-ios-apps
https://help.ea.com/help/mobile/troubleshooting-steps-for-android
Gameplay
How do I switch keyboard layouts for The Sims 4 game?
http://forums.thesims.com/en_US/discussion/937167
My game is acting strange.
https://help.ea.com/help/origin/origin/i-cannot-load-my-game-from-origin-or-i-am-having-issues-in-game
My mouse cursor is acting strange!
http://forums.thesims.com/en_US/discussion/932857
How can I restore a previously saved game in The Sims 4?
https://help.ea.com/article/how-to-restore-a-previous-saved-game-in-the-sims-4
How do I completely reset my The Sims 4 player data files?
https://help.ea.com/article/backing-up-and-resetting-the-sims-4
What is The Gallery in The Sims 4?
https://help.ea.com/help/the-sims/the-sims-4/the-sims-4-gallery
How do I use the Gallery on The Sims website?
https://help.ea.com/help/the-sims/the-sims-4/the-gallery-on-thesims-com
What happened to The Sims 4 Gallery app?
https://help.ea.com/help/the-sims/ea-is-retiring-our-older-the-sims-games-on-mobile
How do I reset stuck and unresponsive Sims in The Sims 4?
https://help.ea.com/article/how-to-reset-stuck-and-unresponsive-sims-in-the-sims-4
How do I set up a club in The Sims 4 Get Together?
https://help.ea.com/article/sims-4-get-together-club
What is the new disable Mods feature in The Sims 4?
https://help.ea.com/article/mods-and-the-sims-4-game-updates
How do gameplay controls work in The Sims 4 on console?
https://help.ea.com/help/the-sims/the-sims-4/gameplay-controls-in-the-sims-4-console
Origin
How do I create an EA Account?
https://help.ea.com/help/account/how-to-create-an-origin-account
How do I get started with setting up and using my EA Account?
https://help.ea.com/help/faq/are-you-ready-to-play-ea-games
What rules should I be aware of when creating or using my EA account?
https://help.ea.com/help/faq/play-by-the-ea-rules
How do I get started with setting up and using Origin?
https://help.ea.com/help/origin/origin/install-origin
What operating systems does Origin support?
https://help.ea.com/help/origin/origin/operating-system-not-supported-by-origin
Where can I find the Origin FAQ?
https://help.ea.com/article/origin-faq
How can I check out the new Origin experience?
https://help.ea.com/help/origin/origin/check-out-origins-new-look
I have questions about ordering and buying through Origin.
https://help.ea.com/help/account/ordering-payment-information
Where can I buy EA Cash Cards and how do I use them?
https://help.ea.com/help/account/ea-cash-card-information
How do I get started with downloading, installing and launching my EA game?
https://help.ea.com/article/how-to-get-in-your-new-game
How do I change my language settings in Origin?
https://help.ea.com/article/how-to-change-your-language-settings-in-origin
How do I use the Origin In Game feature?
https://help.ea.com/help/origin/origin/how-to-use-origin-in-game
Is Origin really giving away games for free?!
https://www.origin.com/store/free-games/on-the-house
How do I send and/or receive gifts through Origin?
https://help.ea.com/help/origin/origin/send-and-receive-gifts-with-origin
I am having trouble sending or receiving gifts through Origin.
https://help.ea.com/help/origin/origin/origin-gifting-issues-and-workarounds
Where can I find more information on the Origin Privacy Policy?
https://www.origin.com/privacypolicy
How do I use my Turkish credit or debit card to make an EA purchase?
https://help.ea.com/help/account/online-payments-with-turkish-debit-credit-cards
What payment methods are accepted in Russia to make an EA purchase?
https://help.ea.com/help/account/yandex-info
Where can I find more information on payment error codes from Origin?
https://help.ea.com/help/origin/origin/figure-out-origin-error-codes
Where can I find more information on Origin payment and coupon errors?
https://help.ea.com/help/origin/origin/origin-payment-errors
How do I manage my payment and shipping information in Origin?
https://help.ea.com/help/account/origin-store-payment-and-shipping-method-guide
How do I link or unlink my Facebook ID to my EA Account?
https://help.ea.com/help/account/how-do-i-link-my-facebook-id-to-my-origin-account
I am having connection and/or error issues with Origin.
https://help.ea.com/article/connection-issues-with-origin
I accidentally made a second EA Account, what can I do about it?
https://help.ea.com/help/account/accidental-second-ea-account
I have multiple EA accounts - is it possible to consolidate or merge them?
https://help.ea.com/help/account/linking-accounts-and-persona-transfers
How do I set up a child EA account?
https://help.ea.com/help/account/how-do-i-set-up-an-origin-account-for-my-child
How do I age up a child EA account?
https://help.ea.com/article/aging-up-an-origin-account-to-an-adult-account
My child forgot the password to their child EA Account.
https://help.ea.com/help/account/update-your-child-s-underage-account-password
Can I give my child access to online features on their child EA Account?
https://help.ea.com/help/account/give-your-child-access-to-games-on-their-child-account
How do I change my EA Account ID and information?
https://help.ea.com/help/account/how-to-change-your-origin-id
How do I change my privacy settings in Origin?
https://help.ea.com/article/origin-privacy-settings-guide
Is it possible to link my Xbox One account to a different EA Account using Revoke Access?
https://help.ea.com/help/console/can-i-use-the-revoke-access-button-to-link-my-xbox-one-to-a-different-origin-account
How do I troubleshoot Origin Voice Chat and DirectSound errors?
https://help.ea.com/help/origin/origin/troubleshoot-origin-voice-chat-directsound-errors
I forgot my EA account. What can I do?
https://help.ea.com/help/account/im-locked-out-of-my-ea-account
How do I close my EA account?
https://help.ea.com/article/how-to-close-your-origin-account
How do I download my new game on Origin?
https://help.ea.com/article/how-do-i-download-my-new-game-on-origin
How do I back up and restore my Origin game?
https://help.ea.com/article/backing-up-and-restoring-your-origin-games
I have questions about the Origin code redemption.
https://help.ea.com/article/origin-code-redemption-faq
How can I view my serial code for my Origin purchase?
https://help.ea.com/article/how-to-find-your-product-code-in-origin
How do I view my Origin purchase history through the Origin download manager?
https://help.ea.com/article/origin-order-history-and-status-guide
Why do I not see my purchase in Origin?
https://help.ea.com/help/origin/origin/origin-my-games-list-is-blank
How can I make a change to my Origin order?
https://help.ea.com/help/account/how-can-i-make-a-change-to-my-origin-order
How do I manually uninstall Origin?
https://help.ea.com/article/manually-uninstalling-origin
What is preloading?
https://help.ea.com/article/origin-pre-load-faq
How do I download Origin beta updates?
https://help.ea.com/help/origin/origin/how-do-i-opt-in-to-origin-beta-updates
Where can I find the EA Origin community forums?
https://answers.ea.com/t5/Origin/bd-p/O-2
Origin Access Program
What is Origin Access?
https://help.ea.com/article/origin-access-details
What is Origin Access Premier?
https://help.ea.com/help/origin/origin-access/introducing-premier-origin-access
What is the Origin Access friend referral program?
https://help.ea.com/help/console/ea-access-refer-a-friend-program
What is The Vault with Origin Access?
https://help.ea.com/article/discover-the-vault-with-origin-access
What is the EA Access Hub app?
https://help.ea.com/help/console/ea-access-the-hub-app-and-the-vault
How do I troubleshoot Origin Access issues and errors?
https://help.ea.com/article/troubleshoot-origin-access-issues-and-errors
Where can I find help for non-EA games in The Vault?
https://help.ea.com/article/help-for-non-ea-origin-access-titles
How do I manage my Origin Access membership?
https://help.ea.com/article/manage-your-origin-access-membership
How do I try out new EA games with Origin Access Play First Trials?
https://help.ea.com/article/try-new-ea-games-with-origin-access-play-first-trials
I have other questions about Origin Access.
https://www.origin.com/origin-access/faq
Where can I find the EA community forum for Origin Access?
https://answers.ea.com/t5/Origin-Access/bd-p/origin-access-en
Online Security
How do I maintain my EA account security and safety?
https://help.ea.com/help/account/how-to-maintain-account-security
What is Phishing?
https://help.ea.com/help/faq/phishing-what-it-is-and-how-to-avoid-it
What should I do if my EA mobile game has been hacked?
https://help.ea.com/help/mobile/what-to-do-if-your-mobile-game-has-been-hacked
How do I contact EA Help about fraudulent charges made to my EA account?
https://help.ea.com/help/account/how-to-contact-ea-help-about-fraudulent-charges
What is Origin login verification?
https://help.ea.com/article/origin-login-verification-information
How do I change my EA Account security question and answer?
https://help.ea.com/help/account/how-do-i-change-my-security-question-and-answer
How do I report suspicious or abusive users in Origin?
https://help.ea.com/help/faq/report-players-for-cheating-abuse-and-harassment
How do I report a player in The Sims Mobile?
https://help.ea.com/help/the-sims/the-sims-mobile/report-a-player-in-the-sims-mobile
How do I report cheat, hack or scam websites to EA?
https://help.ea.com/article/how-to-report-cheat-hack-scam-websites-to-ea
Warranty
What is the Great Game Guarantee?
https://help.ea.com/article/what-s-the-great-games-guarantee
Where can I find more information on the EA Warranty Policy?
https://help.ea.com/article/electronic-arts-warranty-policy
Where can I find more information on Origin purchase returns and cancellations?
https://help.ea.com/article/returns-and-cancellations
Where can I find more information on Origin UK purchase returns and cancellations?
https://help.ea.com/help/account/ea-uk-warranty-policy
Where can I find more information on Origin APAC purchase returns and cancellations?
https://help.ea.com/article/origin-apac-returns-and-cancellations
Where can I find more information on Origin AU purchase returns and cancellations?
https://help.ea.com/help/account/origin-au-returns-and-cancellations
Customer Support
How can I contact Customer Support?
https://help.ea.com/contact-us
I am having difficulty contacting Customer Support.
https://answers.ea.com/t5/Technical-Issues/How-to-contact-an-Advisor-via-EA-Help/td-p/5650100
What information should I have at the ready before contacting Customer Support?
https://help.ea.com/article/contact-ea-help
How do I provide my Proof of Purchase information to Customer Support?
https://help.ea.com/help/account/how-to-provide-proof-of-purchase
How do I attach a file to my EA Help ticket?
https://help.ea.com/help/faq/how-to-attach-a-file-to-your-ea-help-ticket
How do I find and attach my MSInfo or DXDiag to my EA Help case?
https://help.ea.com/help/pc/how-to-find-and-attach-your-msinfo
https://support.microsoft.com/en-us/kb/300887
https://help.ea.com/article/how-to-gather-dxdiag-information
How do I use the Origin Error Reporting tool?
https://help.ea.com/article/how-to-use-origin-error-reporting
How do I obtain my Mac’s system specifications information to provide to EA Help?
https://help.ea.com/article/how-to-use-the-about-this-mac-feature
How do I submit a video report to help fix my PlayStation 4 crash?
https://help.ea.com/help/console/submit-a-playstation-4-video-crash-report
How do I file a complaint?
https://help.ea.com/help/faq/what-do-i-do-if-i-have-a-complaint
EA Help Center
What is the new EA Help Center?
https://help.ea.com/help/faq/welcome-to-the-new-ea-help
Where can I find the EA Help Center for Origin?
https://help.ea.com/origin/origin