when i download sims, they don't show up in premade

so i have tried to download sims multiple times, different sims. only one showed up in the sims 3 premade sims, i download the sims, and it says they're downloaded, but when i go into the game, the sims are not there. i know its not because of all their custom content they look different, because most of the time the custom content downloads with it, or i already have the custom content. no new sims get added into the gallery. i dont know why this happens, it says its a success, and then she has the little installed logo next to her, but it still doesn't show up in my game, and then when i quit and check back, she still has the yellow caution sign next to her again. i have her hair, and a lot of the outfits she comes with, i don't know the issue, i downloaded her from the same creator where i downloaded another sim, and that sim went into my game, but jenna and a lot of other sims aren't going into my game. i dont know why this happens.