Redeemed Sims 3 codes but wont download as says only available on windows?

@nohasims  I've merged your post with the master thread for this issue, which is that your account didn't receive the "entitlement," as it's called, for the 64-bit Mac version of Sims 3.  Please see the accepted solution on page one.

I have a sims3 disc and haven't played it for a while and would love to play it. I've got the EA app on my MacBook Air and have sims4. I've clicked redeem code and put my sims3 information in but now it is looking sad in the unavailable games section! is there still a way I can play and reminisce on my favourite game, please help.

Let me preface this by saying I have purchased all of my Sims3 packs from EA for Mac and have been playing them on my Mac just fine. 

Today when I opened the game everything was fine until it got to the part where you select which previously saved game you want to access - the "connecting" circle kept spinning for forever. I forced quit the Sims3 and EA app and started again - same problem. I deleted all my caches and repaired the game in EA - same problem. In a last ditch effort I restarted my computer and opened the EA app again and now it won't even let me click on the game. The games are greyed out and say "available on Windows." I googled this issue and many other people have had it with no resolution. Without any resolution this is technically theft. Another thing that I came across is that my order history says that I never ordered the games from EA - however, I have email proof that I did. ›Looking for a resolution, refund, or free replacement downloads from EA.

[photo attached is not representative of all the expansion packs that I have and only shows the overarching game]

**Edit to say I did find all my payment/order history here on EA but no way to redownload the games and content.

@89pickles  I've merged your posts with the master thread for the "available in Windows" error.  Even though your presentation is different, in that you were previously able to play, the fix is the same: contact EA customer support, with your email receipts, and ask what happened to your content.  The key word is "entitlements," as in, you're looking for the entitlements for the 64-bit Mac versions of your base game and packs.

I would strongly recommend using live chat rather than email.  If you don't see the option, try this link:

https://help.ea.com/en/help-contact-us/?product=the-sims-3&topic=missing-game&category=manage-my-account&subcategory=find-missing-game

Make sure you're signed into an EA site (this one is fine) before clicking the link and that the location in the lower-right corner of the browser window is set to U.S. or U.K.

@GraceGoldsmith  I've merged your post as well.  Please see the above, and the accepted solution on page one.