The Sims 3 and EA help live chat are both impossible!

@SaltyCracker1999  To get back to support, 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.

If that doesn't work, open a private browser window where you're not signed into any EA site and try again, this time using "can't login" as the problem.  You won't need to login to open a help ticket.

For the underlying issue, if the support rep you talk to doesn't understand what you need, you can link this master thread:

https://answers.ea.com/t5/Technical-Issues-Mac/Redeemed-Sims-3-codes-but-wont-download-as-says-only-available/m-p/13789348

Please let me know if you don't get anywhere with support.