@katarinag01 I'm sorry EA support isn't helping here. They absolutely can remove and add back product keys and have done so for other players. The issue in question is the base game key, that Origin is reading it as deactivated or blocked, and it therefore won't let you open the game.
If you want to cover all the bases (again), you can run a dxdiag and attach it to a post. That should show if there's anything crashing on your computer when you try to play. I wouldn't expect there to be any associated crashes, but it doesn't hurt to look.
https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
If that doesn't turn anything up, I'll ask around to see whether there's anything else you should be doing here, including what you might say to EA support.
——————————————————————————————————————————
I don't work for EA. I'm just trying to help fellow players with their games.
