The Sims 3 - am desperate live chat not appearing, game won't launch

I purchased the Sims 3 Starter Pack, including the base game, Late Night (not downloaded yet) and High-End Loft Stuff on Origin a month ago. After the first time I played the game it crashed, and every time I have tried to play it since it has been stuck on the starting screen and will not launch. It also says 'the Sims 3: High End Loft Pack' has quit unexpectedly' while the starting screen remains frozen until I force quit the Sims 3 or shut my computer down entirely. After extensively talking to advisors and receiving troubleshooting steps that I tried to follow (as seen with another case on this account) none of these methods worked and the game continues to not launch. I was busy for a month and was only able to return to this issue several days ago. When I attempted to resume my case or make a different case outlining the same issue I was met with no option to chat online and message an advisor, with only the option to call one. I am currently in Asia and do not live in America/Canada, and a call to either of these places would be quite expensive and impossible (they can only contact me with those country codes) unless it was on a WhatsApp or a similar app. I tried to find the option to message but it has not come up. I love the Sims very very much but it has distressed me that the game crashed almost immediately after I bought it. I have owned this game on another laptop (as a disc) for years, and only started to notice problems years after. I really want to fix my game and do not know how to or who I can contact. I have attached an image of the frozen starting screen. PLEASE HELP ANYONE!!!!