The Sims 2 Ultimate Collection missing from Library.

 I was asked to post here as EA weren't able to resolve the issue. 

My sims 2 ultimate collection game is missing from my library, I can see it in my download manager but that is it. I've had this game since around 2017 maybe 2018 (Origin days) and when I requested help getting my game sorted they weren't able to locate the game on my account and requested the key that I had from when I first received it.

So if anyone else is having a similar issue I hope you have your game key lying around somewhere or that someone will be able to resolve the problem for you.