SIMS 4 This Code Has Already been Used

Got this game for my daughter for Christmas. She has been playing with no problem until today. She tried to start game as usual and it asked for start up info and product key again. Now it will not allow her to play because code has already been used. I have tried for over an hour to contact ea games and cannot. I called a number I found which told me that they were making things easier and to use online help. Extremely frustrated because it will not allow me to send them an email. Any help would be appreciated right now. I have a very sad daughter and i would like to get things back up and running.