Re: Sims 3 - Packs missing from EA app

I have 14 Sims 3 hard copy add On's with codes that i am trying to add to my EA account as they do not show up under my sims 3 base game. I have been a member of EA since 2014 and had to change my login email and password in 2024 due to no longer having access to the email address. It was Rocketmail which does not exist anymore, the email account is gone and cannot be recovered. I was not able to receive the verification code needed to login to EA and therefore was unable to use my account. I got help from EA to change my email address and password. 

I have spoken to 3 different advisors who have not been able to help at all. When I try to enter the code, it says that it has already been redeemed. When i spoke to the advisors, they said that the codes have been redeemed under a different account that is now disabled due to lack of activity. I have never made another account, i have only changed the login details in 2024. Now before i changed my details and was still able to access and use my account, all my sims 3 and sims 4 games were available on my EA account, after i changed my details, only my sims 4 games and my sims 3 base game + 2 addons were available. I did not create another account, and I was not told that another account was being created for me. Advisors are unable to help me because the disabled account needs to be "recovered" and i cannot access the email address attached to it to get the verification code.

How is it possible that my games have apparently been redeemed under a different account but my sims 3 base game and 2 add Ons are still there when i have not re - registered them, why have all my other games been registered to a different account but these 3 weren't? how is there another account that is disabled when a new account was never created? this makes absolutely no sense. Can someone from EA please help me with this, it seems like a system error.