SIMS 4: Stuck at preparing

Product: The EA app
Platform:PC
Error Report ID (learn how to create an Error Report ID in the sticky post) 3fa80480-5192-4514-b210-d580d0dcb9fd
Which client functionality are you experiencing this bug with? Download Game
When did this happen? (dd.mm.yy hh:mm) August 5 2023
Summarize your bug Unable to download the base sims 4 game with my current account at all. Been retrying for a month and refuses to download the base game
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Trying to download the base sims 4 game, which was the digital deluxe edition that was before the game became free to play
What happens when the bug occurs? Gets stuck in preparing download for 10-20 minutes, then just gives a generic 'oops, something happened to the download and check back in a few minutes'
What do you expect to see? To actually download the game

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So been dealing with trying to download the sims 4 base game for a month now and it getting stuck on preparing download, failing, and repeating this for a month now. have no idea why this is happening, but it was the base game deluxe edition of sims 4 that came out right around sims 4 first released. Haven't played the game for a year, and trying to install it on a new laptop and having to use the EA app now instead of Origin, but out of everything, sims 4 just doesn't want to download. Done all the suggested tips of cache clearing, computer resetting, etc. only to try a secondary account, and that one could download the base game just fine. I have no idea why the main account that has all my sims 4 stuff won't work. I'd try poking for live chat, but I can't ever get that option at all, and emailing just didn't work