lost online pass

Dunno if your problem is still going on, but it turns out that there are different online passes based upon which version of the game you have.  Modify the game with DLC and you might invalidate your pass.  It is an easy fix if you call the helpline.  Do not try online chat, that definitively doesn't work.  When you are choosing a way to get in touch, input a phone number and have them call you.  That actually gets you to someone who can input a new online pass for you.