ABXY Buttons not working halfway through build a sim (Xbox One)

I’m trying to create new sims and every time I get halfway through my ABXY buttons all stop working. They work everywhere else on Xbox One just not in the Sims 4 app. I have tried: 

• Turning controller off and back on 

• Changing batteries 

• Switching controllers 

• Closing out the game 

• Turning off Xbox 

Ive tried this over 10 times and it’s extremely frustrating and it’s making me not even want to put in the effort to try and play. I just got the game and multiple extra packs and I cannot even play them