I had the same problem, but i got a game through trialpay. try emailing the playfirst support team. you might try this first : uninstall, re-download and re-install your game. you also need to be connected to the internet to unlock your game with the key code.
You have to purchase the back up disk for about 7.95 in order to get the game for free. On the order screen it will ask you if you want to purchase it or not. If you don't say yes you can't get the game. I just went through this 2 days ago.
I had the same problem after I bought a DD game from a store. I emailed support and told them what the problem was. Signed up and every time I hit the free game buttom it just kept sending me to the trialpay/download trial/buy window. They emailed back the next day so the response time wasn't that long. Now I'm waiting to see what happens. Hope you get some good results.
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