Code has already been used/redeemed

• Try restarting the Origin app or logging out and log back in and check your My Game Library tab if the game is there.

• Login to Origin using the same email and password used to purchase or register the game.
• Click on the My Game Library tab. Check to see if the Sims game you purchased from us is there.
• If you are reinstalling Sims, you shouldn't need to re-enter the code. It can be skipped over if prompted. As you already have it registered through Origin and should be ready to download and install.
• The game codes for the game are stored in the Windows registry. Origin keeps note that you've registered the game when you purchased it. (That's why it shows up in the Game Library tab) This is why it skips the game code when installing the game.

The product you entered is not valid. 

• Make sure you are entering the 16-digit product code correctly. 
• If some characters are hard to read, try entering similar characters. (For example, a B may look like an 8, a 5 may look like an S, etc).
• If you are reinstalling Sims, you shouldn't need to re-enter the code. It can be skipped over if prompted. As you already have it registered through Origin and should be ready to download and install.

If you’re still having trouble, please contact our Customer Support Team via Support Tickets on your EF Dashboard so we can check if you are eligible for a refund or replacement. 

To assist you better, please include the details below:

1. Order ID

2. Screenshot of the pop-up/error message 

3. Additional information (if any)

NOTE: We don't provide replacements/refunds for products that are already redeemed to the account. Refunds are only processed provided that the product is in its unused condition and can be sold on. Used products are not eligible for refunds.