@viochanwitch You'll need to contact EA customer support for help. If you have a physical copy, take a photo of the disc, its case, and the code (clearly readable). You can upload this photo when you submit the help request.
If you bought a code, do you still have the email receipt or another way to find the code itself? It would be useful to have it on hand for the support rep to look up.
Either way, I would strongly recommend using live chat rather than email. If you don't see the option, try this link:
https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-acc...
Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.
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I don't work for EA. I'm just trying to help fellow players with their games.
