Loading family just goes back to world select!!

I'm pretty new to sims 4, I've read the other threads and can't really make sense of what I have to do to fix it :/

I've tried to contact EA about it but that chat wont work!

I have just Sims 4 no expansion packs and I bought it online as I have a Macbook Air (no disk drive)! My sims just got married and it asked me if i wanted to move them in together now, I clicked yes and it went back to the world select screen! It wont load build mode or any of my other sims or ones that were already there!

Pleeeeease help me!

Thank you x