You need to contact a Customer Support game advisor for this
Game advisors can be found through live chat.
With Pics here: http://sims3.crinrict.com/en/2012/10/how-to-contact-ea.html
I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.
Please only contact me via PM when asked to do so.