certificate info does not exist

@BaconGamerGirl44  It should work - if you still have issues just post. There are some Ebay sellers that are getting codes from some place but they are not authorized sellers. If you bought the game in the case with the disc the code should be good as that is packaged by EA. The package HAS to be sealed as once a code is used that code can not be reused. If you buy your code from an unauthorized seller and you have a problem you have to contact that seller for a solution. First find if your previous purchase is legal. If you bought a code from an Ebay seller you could contact the financial institution (bank maybe?) you used to pay for the code and try a charge back claiming you didn't get what you paid for. If the company hasn't folded yet you may have a chance (good chance) of getting your money back or at least settling the issue.

add: the email tells me you may have bought the code from an Ebay seller and contained the code you require. Next time save those emails as they can become important in the future.