you need to redeem the free simpoints see post 2 in the thread link
http://answers.ea.com/t5/The-Sims-3/Free-Simpoints/m-p/302594#M17025
in the how to contact after you choose a game and a platform for the contact options to show up click the i still need help option that hopefully will get you to an advisor
They can be found here: https://help.ea.com/contact-us
Choose a category, a game and a platform for the contact options to show up.
If live chat is gray, change your country to US and make sure you're on US Business hours. It might also gray because they're very busy. Try later.
See this post if you have trouble with the site: http://sims3.crinrict.com/en/2012/10/how-to-contact-ea.html
