I can’t open the PVZ GE2 menu on Xbox one or ps4

I had trouble getting GW2 to play on my next gen Xbox, so I opened it using a disk on my Xbox one. It placed me in the middle of a game I played years ago (I haven’t played in a while). When I tried to open the menu, nothing happened. 

Next, I bought a new darn copy for my ps4 and downloaded it onto the console. It synced me to the same spot in the game, and I can’t open the menu there, either. I pushed the correct buttons to open the menu on both consoles, but nothing happened.

How do I fix this? Do I need to create another EA account or something?