Check your purchase History: https://store.thesims3.com/purchaseHistory.html
It's a Store World and you download it from the Sims 3 Store.
I was having the same problem but when i went to my purchase history its still wasn't there!
Then you need to contact Customer Support so they can take a look at your account
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
