My game pack doenst work

On 2023 i bought growing togheter pack fot the sims 4, and I had been playing with it until november 2024, when the pack suddenly stopped working.
Every time I try to install it again, I get a message saying:  'There's a problem with your pre-order'.
iI’ve already contacted support so many times (eight times to be more specific)but they just keep telling me to reinstall the EA App and the game. I’ve done that multiple times, and it still doesn’t work!,

This is really frustrating. Does anyone know what else I can do?

BTW in my order story said the payment is completed

 

[CM Edit: Personal info removed]