I installed this for my daughter and had the same thing happen with this one and Hidden Springs. These two you really have to jump through hoops to be able to get them loaded. You have to redeem the code at http://www.thesims3.com/ once you log into the site. If you notice the code for the game is not long enough for a typical game. Redeeming the code once you log in will show you have purchased the game. I then downloaded the games and was able to get them installed for use. Just make sure the sims 3 loader is up to date and it should work for you.