Data Recovery Bug

I can’t restore my Sims FreePlay cloud save even though I’m logged into Facebook. The game gives the ability to recover data but it can’t be downloaded, it goes through then repops up. My save was from around 2023, and the system lists it as 102 weeks old, but before when it was 21 weeks, I still wasn’t able to. My link is still currently active, I just need restoration. EA Help told me to contact the Sims team directly.