What Sims are you talking about ? Sims 1 or Sims 2 ?
I think you should be able to redeem the Sims 2 code as well. Not sure about Sims 1. Contact Customer support for that.
They can be found here: https://help.ea.com/contact-us/ask
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
I cant seem to understand how you get your serial number coz I read your post about 10 times n I still don't understand pliz help me guys
