the sims 3 pets isnt working

[skiper-heller]

Hello, I have a problem, few months ago I have ordered game TS3 Pets online and I have also installed it via Origin. Two or three days it was working normally but then it stopped. I dont know why, I cant see the game in my Origin game library. I have created a new family with pets, but I cant open it now in main menu of the game. I still have a product key in my email, but I cant use it twice. Please give me advice what to do or help. Thank you, 

[puzzlezaddict]

@skiper-heller  Try clearing Origin's cache, and if that doesn't work, uninstalling Origin "the hard way" and reinstalling.

https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/

https://help.ea.com/en-us/help/origin/origin/manually-uninstalling-origin/

If these steps don't work though, it's possible your copy of Pets has been deactivated.  This could be a mistake, but if you bought the code from an unauthorized third party seller, you could have received a bad code.  Unauthorized sellers often provide codes that were originally stolen or otherwise fraudulently obtained; there's a reason their prices are so low.  EA routinely blocks access to packs tied to such codes, often weeks or months after the fact.

The only way to find out if this is what happened to your code, and to fix a mistake if there was one, is to contact EA customer support and ask someone to check the status of your pack.

https://help.ea.com/en/contact-us/