Dear taynacoelho,
In that case, EA is still doing backend work on your order and can take some time before you can preload. Chances are that EA sent a request of payment to your bank, the bank approved the payment, but hasn't released the funding yet. Check with your bank to see if the payment is still pending their end. If it's not then contact EA Support...
The best way to get an answer to billing/purchasing questions is to contact EA Customer Support.
Steps to contact EA Customer Support in this case:
1) Go To https://help.ea.com/contact-us
2) Product: The Sims 4
3) Platform: PC
4) Category: Billing/Purchasing
5) Choose a contact method: Live Chat
Never post Account Details or Billing Information on answers.ea.com!
Hope this helps, Nathan.
Besides, my origin status is (in the ? bottom) - "recebemos o valor referente a sua compra, mas alguns itens podem não ter sido entregues ainda" Translation - "We get the value for your purchase, but some items may not have been delivered yet" - You from EA era telling me that you have my money, but some itens havent been delivered yet.
