Game will not play at all - Game asks redeem a code

[NiniRaven]

When ever I click on the icon to start the Sims 3 a window comes up and asks me if I want to redeem a code or if I am not the person signing in. I've had the game for a couple of years now, along with a few expansion packs, and now it's just gone. It's not even in my purchase history or library wit origin.

[MrsFlynn]

This may be an account issue, so try this:

1. Clear the EA App Cache Files: Click Menu (☰) up top left > Help > App Recovery > Clear Cache. * Restarting your computer maybe helpful after this step.
2. Login to your EA Account via the EA Website (https://www.ea.com/) to check your purchase history.  Just to see what packs/content show up.
3. Consider Contacting EA (https://help.ea.com/en/contact-us/) after looking at your purchase history to see if the packs/content do show up on your account. Missing games/content seems to be an account issue, like code(s) being blocked and needing a new one or game entitlements not being recognized as owned. You may need to try asking about it with Live Chat Support. If you don't see the option, change the location in your browser window to U.S. or U.K.