Can't make Sim playable

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Motog7 Power
OS Version Android
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I can't make a Sim playable, also I currently have 2 passive Sims but only one I'm.able to make playable, all other Sims the option is greyed out apart from children
What do you expect to see? I expect to see eligible Sims able to be made playable.
Connection Type Wifi
Please select your region Europe
Country England

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Can't think of anything else