sims 4 won't work

[kalm6321]

I have downloaded origin and I have bought sims 4 but I can't get anywheres now. nothing will work. I have been googling for about 3 hours now how to open sims but nothing works. the game tile is grey and I have no clue what to do 

[puzzlezaddict]

@kalm6321  Does your computer run Windows or macOS, and what version?  Did you buy a standalone copy of Sims 4, or a subscription to Origin Access?  Please post a screenshot of the entire Origin window with the grayed-out Play button showing.

[kalm6321]

@puzzlezaddict  My computer runs macOS and the version is Catalina 10.15.3 I bought the standalone copy of sims 4

[puzzlezaddict]

@kalm6321  The problem is that your account has Origin Access.  Because Origin "thinks" you own the game through Access, not outright.  So you'll need to cancel your Access subscription before you can play.  Contact EA customer support for help.  Although phone calls are currently not available, live chat is open from 9 am to midnight UTC.

https://help.ea.com/en/contact-us/