@mooncosmics So the advisor confirmed your code hasn't been redeemed but wouldn't add it to your account? If Origin doesn't accept it, you can try adding it on the old Sims 3 site ( www.thesims3.com or store.thesims3.com ) instead. Just make sure you're signing into the same account you use in Origin.
But if this doesn't work, then you'll need to go back to EA support and ask someone to manually add the code to your account, or otherwise ask why it isn't working. It's possible the code itself is bad: maybe it was originally stolen or otherwise fraudulently obtained, and EA has already blocked it from being used. In that case, you'd need to contact the seller and ask for a new code or your money back.
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I don't work for EA. I'm just trying to help fellow players with their games.
