I pre-ordered the Sims 3 Island Paradise and according to the website, it says you will get a coupon to redeem for a free stuff pack which is only available for a limited time and that the coupon appears in your basket upon checkout. I ordered the physical version and don't remember seeing the coupon in the basket and the order history doesn't state anything. Is this only available to those doing the download pre-order or for everyone?
You need to contact Customer Support for this
The AnswerHQ is about Users helping Users.
They can be found here: https://help.ea.com/contact-us/ask
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
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I do believe it's for everyone in the US/Canada. Not sure about other countries.
