EA Chat Support said to try this,
I did, but Haven't tried to start a new franchise yet
Thank you for contacting EA Customer Experience.
Clear the cache :
Go into the Alternate MAC Address section of their Xbox One by the path below😕elect the option: Settings -> Network Settings
select the option: Advanced Settings
select the option: Alternative Mac Address
select the option: Clear
shut down the console.
disconnect the power cord from the back of the Xbox One and wait two minutes.
Once the two minutes have passed, plug the power back in and wait for the power bricks light to go from White to Orange.
Once the power brick has the Orange light, start the console.
Delete and re-download the Gamertag :
https://support.xbox.com/en-GB/xbox-one/security/remove-profile-from-console
Uninstall the game and reinstall :
http://support.xbox.com/en-IE/xbox-one/downloadable-content/uninstall-content
Close the application and restart:
http://support.xbox.com/en-IE/xbox-one/apps/how-to-close-xbox-one-app-or-game
Power cycle the console :
While the console is on, press and hold the console’s Xbox button for 5 seconds.
The console will power down.
Unplug the power cord.
Wait 30 seconds.
Plug the power cord back in then turn the console back on by touching the Xbox button
Note: If your console is set to the Instant-On power state, the above steps will shut the console completely off and will not enable Instant-On or the ability to turn on your console by saying ‘Xbox On’ until it reboots. .
