Please contact EA/Origin support for assistance with this issue you are having, It does not look like we will be able to help you with it here on Answer HQ.
Contact a games adviser at any time using this following link EA Help - Contact Us
1. Click on your game or search if it isn’t listed.
2. Select a topic for the best results.
3. Scroll to the bottom and select Contact Us.
4. Select your platform and list a short description of your problem.
5. Select live chat or call me to request a call back from an adviser.
