The sims 3 web acts up sometimes and you need to clear your internet browser history. Also Try using Firefox or IE. The sims 3 web may give you issues if using Chrome or Safari.
If that does not work contact EA diretly and maybe they need to reset your account
If You live in the USA you can request a call back instead of using chat
if in the event you need to contact CS
1.https://help.ea.com/en/contact-us/
2.Click on the orange NEXT button
3.Select a platform
4.Click on the orange NEXT button
5.Select a topic and describe your problem in a few words
6.Click on the orange NEXT button
7.Click Chat Now to chat with a Game Advisor
