Re: The sims 4 cats and dogs keep freezing at create a dog

Unfortunately your processor is below minimum requirements.

Lots of people have this issue with the same processor

All you can do is either consider a better computer or contact customer support to see if you can get a refund for the EP

Game advisors can be found through live chat or call-back

1. https://help.ea.com/en/contact-us/ 
2. Click on the orange NEXT button
3. Select a platform
4. Click on the orange NEXT button
5. Select a topic and describe your problem in a few words
6. Click on the orange NEXT button
7. Click Chat Now to chat with a Game Advisor or leave your phone number for a call-back
   

In Details here: How to contact a Game Advisor