Sims 3 generations won't play, Origin just launches base game

[ncw98]

After successful download of Sims 3 Generations, it won't play! Origin doesn't even recognize I've downloaded it and says I need to buy generations. When installing Sims 3 Generations it told me I would have to update the game in order to play it, but I've updated it three times now and it's completely up to date. On the launcher, the Generations icon isn't highlighted, and when I launch the game, the base game plays. I'm in need of urgent help! 

[EA_Kristi · Accepted solution]

@ncw98 Please contact an Advisor and they can check your account to see if anything went wrong with the purchase:

1. Click on the following link: http://help.ea.com/ (once there make sure that your country is correctly select in top left hand corner of Help.EA.com)
2. Make sure you are logged in (top right corner) and select 'Help with Game'
3. Find the affected game (if it's an account issue select Origin)
4. Select 'Contact Us' at the bottom right on the new page
5. Select your platform and then 'Next'
6. Select topic from the drop down menus, type in a short description of your issue and select 'Next'.
7. Select a contact option. Please note that available contact options do depend on your country settings and time of day.

Let us know if you run into any trouble with this!

[EA_Kristi · Accepted solution]

@ncw98 Please contact an Advisor and they can check your account to see if anything went wrong with the purchase:

1. Click on the following link: http://help.ea.com/ (once there make sure that your country is correctly select in top left hand corner of Help.EA.com)
2. Make sure you are logged in (top right corner) and select 'Help with Game'
3. Find the affected game (if it's an account issue select Origin)
4. Select 'Contact Us' at the bottom right on the new page
5. Select your platform and then 'Next'
6. Select topic from the drop down menus, type in a short description of your issue and select 'Next'.
7. Select a contact option. Please note that available contact options do depend on your country settings and time of day.

Let us know if you run into any trouble with this!