AHQ a public forum ,since it would involve accessing your account to verify which we cannot do in AHQ .In order to solve your problem you will need to speak with at game advisor at EA Customer support: https://help.ea.com/contact-us
If You can place an order through Origin from either the Store tab within Origin, or through Origin.com. To view your order history in Origin, log in and select Order History from theHelp menu. If you need to make a change to your order, contact us with your order number ready and we’ll take care of it. For more details on your ordering and payment information, visit help.ea.com.
When you purchase a digital download of a game through Origin—either from the Store tab or on the web at store.origin.com—the game is automatically added to your My Games library.
You can also add games purchased outside of Origin, including physical games for Mac or PC, to your My Games library by selecting Add Game from the Origin menu.
Dual-platform play applies to select EA games (that are available on both Mac and PC)—you can buy a title once on Origin, and when you log in to Origin on your Mac or your PC, that same game will automatically appear in your unified (Mac/PC) My Games library.
or
Follow these steps to get a game advisor:
1. Click the link https://help.ea.com/en/contact-us/ask
2. Where it says, What Can We Help you With, type in the game name
3. Click Find Solutions
4. Select "Account" from the drop-down list
5. Click: Find Solutions
6. Scroll down a little and on the lower right hand side, Click "I Still need Help"
The Window Will Open...
Depending on your geographical location and the time of day, you'll see a choice of contact options - Phone, Live Chat or Email.
For customers in North America:
- Select "Call me."
- Enter your phone number.
- Select "Submit."
For Customers outside of North America:
- Go to the "choose a contact method" section
- Contact us using the telephone number provided within the listed opening hours
Please be aware that it is likely that the agent you speak to will need to confirm information on this account.
Hope this helps
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***Please note...I do not work for EA/Origin. Questions belong in the forums,solution may not always work!
I don't answer questions via PM. AHQ is "Player-to-Player" technical self-help forum
