I had the same issue with not being able to download my pre-ordered Sims 3 Seasons game. In Origin it was grayed out saying that it hadn't been release yet. The money for the game was taken out of my account September 5th, 2012. When I first called EA someone tried to tell me that my bank rejected the funds from being released to EA. I knew this wasn't true just from looking at my bank statement. Those funds were taken out and never put back in, which would be the case if my bank had rejected the transaction. So, I asked to speak with a Supervisor and emailed a copy of my bank statement to him. He saw that I clearly was charged and he registered my game through Sims Online. I was then able to download Seasons through Origin. Call them and show them the evidence. This is happening to a lot of people
[Admin. Edit] Please contact support via this link: https://help.ea.com/en/contact-us/
