my data wont load

Is anyone else having this problem? when i try to download my data in the sims freeplay, it loads but then it goes back to the cloud page. i’m not sure what to do since i’ve been having this problem for a while now, i have also made sure that my accounts are connected but it’s still having this loading problem. and it never advances, it just stays in the cloud page and if i click download again, it loads then it goes back to the cloud page. if anyone can help i would really appreciate it.