Game not in library

I purchased ea fc 24 ultimate edition through another seller. I successfully redeemed the code on the ea app however the game was stuck on the download saying preparing so I followed the troubleshoot in help and cleared cache and restarted app but now the game isnt showing anywhere it's not in downloads and isn't in my library and I'm unable to re download using the code cos it says already redeemed so I have no way of downloading the game.