64-bit on mac, no EA help

Hello, 

My EA app library only shows the 32-bit version of The Sims 3. The 64-bit and Metal Mac version is completely missing. I have been waiting for EA support for 2 and a half hours and still have not received any answers. Could a community manager please look into my account and manually grant the 64-bit entitlement? Do I need to wait for EA support to answer?

Thank you for any help you could provide!