You would need to contact our support team directly for help with this, since for security and confidentiality reasons we cannot discuss any account details on a public forum.
If you click on the following link you will be taken directly to the Origin contact page: https://help.ea.com/en/contact-us/ask
Sign in with your Origin username and Password (Click on Login in the top right hand corner), and follow the guide to ask your question. If your issue cannot be solved from our FAQ list, you’ll then be prompted for ‘Product’ (enter Sims 3) and then for ‘Category’ (select ‘Billing/Purchasing’), you can then select 'I still need help' and depending on the time of day and your geographical location, you'll be prompted either to send an email, to initiate a live chat with a game advisor or you'll be given a number to call.
Please include as much detail as possible, so they are able to answer you straightaway.
Hope this helps.
---------------------------------------------------------------------------------------------------------------------------------------------------------
Thank you for being part of Answer HQ Community!
Make sure that you are automatically notified by email when your question gets a reply by clicking the 'Subscriptions' box on the right hand side of the 'New Question' page.
Did a solution help you? Let everybody know by clicking on the "Accept as Solution" button.
If you wish to provide further information or answer a question, click on the "Reply" button.
If you are especially happy with someone's response, reward them by clicking on "XP".
