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imogengrimes's avatar
imogengrimes
4 years ago

Error that product code has been used but product isn't showing up

Hello,

Due to some errors that I've been having, I had to reinstall The Sims 3 and all of the expansion packs today. While reinstalling, I happened to notice that the Sims 3 Pets was not in the queue. I had noticed before that The Sims 3 Pets' game files were stored in a different location to the base game and the rest of the packs, but didn't pay it much attention as the game was mostly running fine. 

However, today when I entered my original serial number from my Pets disc, I recieved a message that the product code had already been redeemed on my account. Despite this, I am unable to find The Sims 3 Pets anywhere on my Origin account to install, and am instead greeted by the option to purchase the expansion for £30.

I then attempted to install the pack using the disc, but unfortunately my disc is very scratched and the installation is not working.

Is there a problem with my code or Origin? Is there any way that I can still redeem it? 

pc
technical issues

2 Replies

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    4 years ago

    @imogengrimes  Is it possible you redeemed the Pets pack on a different account?  Even using it on the old Sims 3 Store site would count.

    At any rate, your only move here is to contact EA customer support and ask what happened to your pack.  It would help to take a photo showing the disc, its case, and the insert with the product code showing and readable; you can upload this photo when you request a live chat session.

    https://help.ea.com/en/contact-us/

  • imogengrimes's avatar
    imogengrimes
    4 years ago

    I've checked on my old sims 3 store account, and the pack isn't even redeemed there, plus when I put the code in on origin it says that the pack has been registered to the email address associated with my Origin account.

    Thank you for your help though! I will definitely try contacting EA customer support.

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