Sims 4 disappeared from account

[Marliesvalerie]

Hi
I recently bought a new computer and logged into my Origin account. My Sims 3 was there but my Sims 4 has disappeared from the library. I only have one account and have used both my username and e-mail adress but it does not show up. I have tried resetting cache as well. When I tried to re-install the game using the code I received when purchasing the game, it says it's already been used (by me when installing the game for the first time, of course).
Any help on how I can make the game appear in the library again would be appreciated. Thanks!

[Phantomlover1717]

Give these a try:

The game no longer shows up in Origin

Try the following things: 

• Restart Origin.
• Log out and back in and use the email address instead of the username. Make sure to use the one you used to register the game in the first place.
• Reinstall Origin.
• Restart your router/modem.
• Make sure the game isn't hidden by accident. To check, put the filter on Hidden Games. If it's there, right-click on the game to unhide ((click on the spoiler below to view an exemplary screenshot))
  
  Spoiler

  
• Get in touch with an EA Game Advisor.

Source: http://answers.ea.com/t5/The-Sims-4/FAQ-Serial-Codes-Game-Activation-and-Download-Issues/td-p/422823...

[Marliesvalerie]

Thanks for your answer, I tried all but still nothing. I guess I'll give them a call.

[Phantomlover1717]

That would be the best option right now. 

You can do that through this link: https://help.ea.com/en/contact-us/
If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

You can also choose to contact an EA game advisor through social media:
- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/