Online passes are being phased out, but it seems to be one of those "we'll get to it when we get to it" things, and ME3 is 2 years old. I got caught in the Online Pass issue too, and after a few months of waiting and trying online chat help, this is what I have learned. The pass issued to your game can get royally screwed up by changes to the base game through DLC--in my case, upgrading to Digital Deluxe. The version gets changed, but the pass doesn't and therefore they no longer match and are corrupt. The online chat people don't have the privileges to change the pass, all they can do is escalate the case and that does absolutely nothing. Choose the tech support option where you submit a phone number and they will call you back. The techs on the other end also do not usually have the power to issue the pass, but they can connect directly to someone who can. It takes a day or two, but you will be connected to someone who can fix the problem and directly communicate with through email.