Sims 4

[MrsDuprey]

I had to wipe my laptop because of a virus. I lost everything, duh. Sims 4 is not in "my games" and it says that the product code has been used. Obviously, by me.

Does anybody have any clue what I should do? Should I just get a new game?

[Straatford87 · Accepted solution]

@MrsDuprey

As mentioned by @Gorath_the_Elder, please make sure that you login to Origin with the same account details as originally used to register the game. If you are unsure about these account details then please contact our EA Advisors via EA Help so that they can lookup this information for you.

How you navigate our website can be found below:

Start with selecting your country of residence to setup your contact. If your country isn't listed you should select either United States or United Kingdom.

Now follow the numbered steps as shown in the picture. If you are unable to login you will also be able to create an anonymous case at this point.

---

• The final page doesn't load? press F5 on your keyboard to reload the page or try another browser.
• You get no contact options? you are most likely trying to contact the selected channel outside of operating hours.
• Your country has no phone number? use a voIP program such as Skype to contact our UK channel via +44 203 0141818.

[Gorath_the_Elder]

If you have the on-disk version of the game, it insists on registration every time it installs, which conflicts with Origin.  The easiest fix is just download a digital version of the game and install it, instead of trying to stop and restart the disk install to make it skip the registration step. 

Remember, just reinstalling the OS doesn't call for any change to the player account.  It already has the game attached to it, and a download is among the available options from there. 

[Straatford87 · Accepted solution]

@MrsDuprey

As mentioned by @Gorath_the_Elder, please make sure that you login to Origin with the same account details as originally used to register the game. If you are unsure about these account details then please contact our EA Advisors via EA Help so that they can lookup this information for you.

How you navigate our website can be found below:

Start with selecting your country of residence to setup your contact. If your country isn't listed you should select either United States or United Kingdom.

Now follow the numbered steps as shown in the picture. If you are unable to login you will also be able to create an anonymous case at this point.

---

• The final page doesn't load? press F5 on your keyboard to reload the page or try another browser.
• You get no contact options? you are most likely trying to contact the selected channel outside of operating hours.
• Your country has no phone number? use a voIP program such as Skype to contact our UK channel via +44 203 0141818.

[Gorath_the_Elder]

@MrsDuprey 

Your query received two answers.  Without an acknowledgement, we must now presume that this message thread has been solved.