sims 4 stuck on “preparing”

[ughitsamelia]

so a couple months ago i deleted sims 4 accidentally, so i redownloaded it, but the files didn’t come up and it didn’t say i could play it, so i tried clicking “download” again, and ever since then it’s always been stuck on “preparing”. i’ve waited and let it prepare for hours, but it just won’t work. i’ve signed out and back in, ive checked behind the window to see if the download menu was behind it, i’ve tried deleting cache files, but none of these troubleshooting solutions worked