For this, I suggest for you to contact Origin/EA support. They will be able to help you further with this problem.
Click the following link and log in to your EA account: https://help.ea.com/en/
Then click on Help with a Game, and choose your game. If your game isn't listed, try entering the name on the search bar to the right. Alternately you can choose the Browse by Topic option and choose your relevant topic. On the next page you will see an assortment of articles. If the articles don’t help, scroll to the bottom of the page, and you will get an option to Contact Us.
After that you will choose your platform, the topic of your issue and to give a short description of the issue you are having. Select “Live Chat” or “Request a Callback” and you will be connected with a representative very shortly, So be ready.
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-Branden
