Sims not playable

Hi @klashanew1, 

Are you using mods in your game ?  If so, please remove them

See this for more information: [PLEASE READ] Usage of Mods and Custom Content

This happened to me and I removed all my mods and I still cannot play onto the sims as my sim characters are not there. I also can not enter any households

same thing for me

This? 
http://answers.ea.com/t5/The-Sims-4/ISSUE-Loading-family-just-loads-Map-again-Need-your-bugged-save/td-p/4137595

@Winson5 @brittneystorme

we are not using mods and are still unable to see the characters, and unable to build...what can we do..this game was just purchased on 05/16/15...

Try resetting your user files as described in the factory reset described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

You won't loose anything. Just make sure to not delete any files  and make a backup.

i've been on the phone with a rep for over an hour and a half..i cleaned my computer per his or her suggestion, and now my daughter is able to build but still cannot see her characters..does this mean there is a problem with the disc or what

Did you try my suggestion above ?