Unfortunately this is an issue that we can't help you fix from the forums. You have to contact an EA Advisor.
You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
I've been trying to e-mail EA on https://help.ea.com/en/contact-us for about 3 days now and everytime the screen won't go further the "We're creating your case. Sit tight and stay on this page." thing. I've tried on different browsers, with no luck
Let the computer on on that screen for the night and by the morning it was still like that
Is there other way to contact them?
Have you tried clearing your browser's cache? You can also try incognito.
Try another device, like your mobile phone or your tablet.
The best option is to try to contact an advisor from the game as described here: https://help.ea.com/en/contact-us/?product=the-sims-mobile
You can also contact EA Help on Twitter or Facebook
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