Please get sure that you logged in with your Origin account you redeemed your code the first time. If you never redeemed your product code on Origin to activate your game, go to following website and activate your code there. If you still have this issue, you need to get in contact with your retailer and ask for an replacement. If you had an old EA ID connected to the game but linked to a different e-mail address, get in contact with one of our Game Advisor.
Cheers
Basti
