Purchased and installed spa expansion pack is not working why???

We have purchased the spa expansion pack and after it having been installed into the Sims 4 game itself, we can't visit or use the expansion. It shows up in the world we placed it in as a Shadow like building it is there but unable to visit. I have chatted to Gurpreet via the chat help and he/she advised me to restore our game which I did. It went through all expansions also and when we went back into the game it still is not working? What else do we have to do to be able to use this purchased expansion?