My redeem code saysthe game has been redeemed but we dont have it.

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post)
Which client functionality are you experiencing this bug with? Download Game
When did this happen? (dd.mm.yy hh:mm) 09/04/23
Summarize your bug My son redeemed his game and started to download it. He said an error popped up and he "hit the X" and tried again later. That's when he said it told him the code has already been redeemed. I wrote support the told me it should be in his library but it isn't. They recommend Uninstall and reinstall the app to the computer and clearly cache . We tried all these and his library is still empty.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? This is my son's first game on the computer and his library is empty.
What happens when the bug occurs? With the code being redeemed I should be able to find the game somewhere within the app and I can't.
What do you expect to see? If the code has been redeemed then the game should be somewhere within the app for me to get to and I can't find it .

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 My son redeemed his game and started to download it. He said an error popped up and he "hit the X" and tried again later. That's when he said it told him the code has already been redeemed. I wrote support the told me it should be in his library but it isn't. They recommend Uninstall and reinstall the app to the computer and clearly cache . We tried all these and his library is still empty.