UPDATE: Use the last few minutes I had on phone and was able to get someone to help get the game going! So please close this and THANK YOU!
Hi;
If you're working with Origin Customer Service, that's pretty much where you'd need to go in regards to issues with Invalid Code or product registration/activation issues.
I'm not sure why you were told of a connection issue between Origin and EA; it's a cloud-based server, so the game would have to come from Origin in order for you to download and play it.
You mentioned you uninstalled/reinstalled the game, and Origin; I don't see how uninstalling Sims 4 would help, considering the issue is with how Origin is recognizing your code; does the game itself even show up in your game library? I can't tell from the screenshot you've provided. If it's something with the way that Origin is reading files from a previous installation of Sims 4 or something, it could be that retained Temp files might be causing a conflict in whatever file Origin reads to get your code, but unfortunately I'm only able to speculate on that.
Have the Techs not been able to just remove the product entirely from your Origin account and re-apply it with a new code? I unfortunately can't speak for them, but at least that's what I would think would be the next troubleshooting step I'd do if I were in their shoes.
Regardless, the issue at this point more resides with how the game is being read through Origin; there's not much I can suggest as a user aside from what I've provided.
Here's hoping that Origin is able to help you going forward.
- B
First of all, thank you so much for answering.
As for uninstalling the Sims and reinstalling it - that was not a tech who asked me to do it, but one of the regular workers. The Origin reinstall was with help from the tech.
As to your mentioning "remove the product entirely from your Origin account and re-apply it with a new code", the tech last night suggested that before we hung up (because phone minutes almost gone) but no one has contacted me yet (via email) to do it nor to tell me what is going on.
I have tried to go back through Origin, but the only contact method they have for me now is through the phone - which I no longer have any minutes left to have them call me again. The tech said he would get support to work on this, but apparently he did not follow through. He seemed so nice. Maybe he got busy.
I just don't know what to do at this point. No one is helping me get this taken care of (what you mentioned above) and Origin is not giving me an alternative contact to try to get them to help. They keep putting on the tickets that the issue has been "solved". It has not - hence why I have to keep making tickets (which - as I said, they no longer give me the option to chat online. Only give me the option to a phone call).
UPDATE: Use the last few minutes I had on phone and was able to get someone to help get the game going! So please close this and THANK YOU!
Community Manager
