Buttom X doesn’t react

I need your help. I want to play “The Sims 4” on PS5. 
So I installed everything and download the game. But I can’t play! Evertytime I open the game, you have to press the button x to start playing. I can’t press it, it doesn’t react. 
But the problem is not the controller. In the playstore or while I was installing other games the button x worked perfectly. I also reseted the controller multiple times . I download the sims 3 times, but I still have this problem. Maybe someone can help me pls.