Won’t let me play at all and all saves are gone

when I first click on the game it acts like I’ve never played before, all saves are gone and it gives me a step by step when I need to make a new save. When I try make a new save starting with the household as soon as I click the tick to continue the game freezes then kicks me out. So I can’t enter any worlds, don’t have any of my old saves, can’t make a new game and the game just doesn’t work anymore.

someone please help, what is the issue and how can I fix it.