The same thing happened to me, I went online to EA/Origin and entered my code there. However, if you have already downloaded the Sims on your computer with the disk you might have to uninstall it, this may lose any progress you have in the game. Once you have uninstalled it enter the code at EA/Origin online and it should turn it a direct download onto your computer.
How to enter code-
EA/Origin > My Account > Redeem Product Code
Hope it helps!(:
I have this same problem. I moved and I cant find the disk anywhere, I have the case and codes and even have my origin account written down on the box also. every time I enter the redemption code it says its been used. its not downloaded on my pc currently cuz I just got new windows 8. Now what do I do?
if you registered the game on thesims3.com OR bought it on origin, the serial code can be found in the myGames tab on the origin client. download the origin client from here http://origin.com/download, log in with your data using the same email and password and go to the MyGames tab download the digital version of your games from there
more info in this thread inculding Lost/broken DVD but still have the serial code
FAQ for invalid codes
if you need to contact CS after reading the links here's how
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
