Games (Sims 4, Sims 3) not downloading

Since the switch from Origin to the EA app, I have been unable to download the Sims games. It starts to download then is stuck on 2% and 'preparing'. I have cleared the cache, uninstalled and reinstalled the app and even factory reset my Mac.

This issue has been happening for around a year (since the app switch) so today I contacted EA help. They tried to fix the issue but to no avail.

I really hope to be able to play these games again soon.