Won't let me play with family and won't let me save progress in worlds

Hi I am having lots of problems. Sims 4 won't let me play with any of my families and it won't let me save progress in a world. the help desk at EA games have suggested a few things which either don't work or are unintelligble. I am very sad not to be able to play. Can anyone help me. I am playing on a laptop.  Thank you