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rodrigosaling's avatar
rodrigosaling
10 years ago
Solved

The Sims 4 product key activates SimCity

I am helping my niece with this one.

She is trying to install The Sims 4 within her account. After entering on Origin the product key that is located inside the DVD box, the app asks to activate SimCity instead. I found a tutorial on how to install the The Sims, and on that specific screen, it should show the The Sims image instead of the SimCity one.

You can see the attached image to understand what I am saying. On the title bar it says "Origin - Activate The Sims 4" (from brazilian portuguese) and below it shows "Confirm product" and then "SimCity".

Now I am not sure if she should proceed with the install (by clicking on the orange button) and activate erroneously the SimCity game, or later Origin will figure it out that is a The Sims 4 game.

Any help is appreciated!

pc
  • rodrigosaling's avatar
    rodrigosaling
    10 years ago

    To update this thread:

    • My niece went back to the shop and they said to activate the game anyway, even with the description saying it would activate SimCity instead. They also gave her the phone number of EA's support here in Brazil (for anyone looking for this, the number is (11) 4004-2050);
    • Back home, she tried once more to activate the game, just to receive a new message: "This product key has already been used". Then she started calling the support;
    • After 2 calls, they sent an email asking for the product key and the proof of purchase. After a couple of days, they sent a new product key that finally worked.

    Thank you @Phantomlover1717 and @roberta591 for all the help! Now I will try to figure out how to give you some XP, or mark one of the answers as accepted.

7 Replies

  • roberta591's avatar
    roberta591
    Hero (Retired)
    10 years ago

    Where did you purchase the game? First thought would be to return it to place of purchase. The other solution would be to contact EA customer service. As this is an open forum for users by users accounts can not be accessed here. Are you sure you are entering the code correctly? A B for an 8 or a 5 for an S? You need to seek a solution with the vendor or customer support.

  • rodrigosaling's avatar
    rodrigosaling
    10 years ago

    My niece bought it from a shop at a local mall. Yeah, I told her that taking the game back to the store and replacing it by a new one would be a good solution.

    She also tried for the fifth time because of a "S" that can be typed as a "5", but it still didn't work. 

    Well, she will visit the store tomorrow and ask them for a replacement. If they don't allow it, I will have to check how to contact the support here in Brazil.

    Thanks for the fast reply @roberta591!

  • rodrigosaling's avatar
    rodrigosaling
    10 years ago

    Thanks for the reply @Phantomlover1717!

    First we will try to replace the game at the store. If they don't agree with it, we will try to contact EA for support.

    And about EA support, I read on another forum that they take about 3 days to answer our messages. Is that true?

  • roberta591's avatar
    roberta591
    Hero (Retired)
    10 years ago

    @rodrigosaling There have been times I have tried to enter codes only to find I'm entering the code wrong. In the US we can have customer service call us back and I recently used it within a couple of minutes I got a call back (I was extremely surprised).

    Take care

  • Phantomlover1717's avatar
    Phantomlover1717
    Legend
    10 years ago

    I normally just use the chat, I just minimize my current browser and put the chat next to it so I can keep an eye on when someone answers. Depending on how busy it is, the longer you wait.

  • rodrigosaling's avatar
    rodrigosaling
    10 years ago

    To update this thread:

    • My niece went back to the shop and they said to activate the game anyway, even with the description saying it would activate SimCity instead. They also gave her the phone number of EA's support here in Brazil (for anyone looking for this, the number is (11) 4004-2050);
    • Back home, she tried once more to activate the game, just to receive a new message: "This product key has already been used". Then she started calling the support;
    • After 2 calls, they sent an email asking for the product key and the proof of purchase. After a couple of days, they sent a new product key that finally worked.

    Thank you @Phantomlover1717 and @roberta591 for all the help! Now I will try to figure out how to give you some XP, or mark one of the answers as accepted.

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