fatalmoon65 In that case please reach out to the live support team from the help site here so they can review your account information a bit further and be sure your accounts are properly linked together.
hii, i was finally able to contact an EA advisor and he provided the following steps for xbox:
1. Press the Xbox button on your controller to open the guide.
2. Highlight The Sims 4 and press the Menu button (three horizontal lines).
3. Select Quit to completely close the game.
4. Go to My Games & Apps > See All > Highlight The Sims 4.
5. Press the Menu button and select Manage game and add-ons.
6. Scroll down to Saved data.
7. Select your profile and choose Delete from console. (Do NOT select "Delete from everywhere", as your actual save files are safe in the Xbox cloud).
i followed these steps and i was finally able to connect online, so it seems to have worked. They also made me check on the ea website that my xbox was linked to my current email to make sure it wasn't connected to an old or an "invisible" one. This has worked for me and if the issue occurs again i was told to repeat these. If anyone still has this issue i hope these steps work if you haven't tried already :)
(also none of your saves or anything should be deleted and it will all be safe. The syncing may take longer than usually but just make sure that you don't cancel it)
