Help please

Need some help. I deleted my game a couple months ago and just downloaded it again. I played it for many years before deleting it ( for storage purposes) My saved progress was on the cloud but I clicked it and it didn't do anything when x out of the game and went back I couldn't access that to get back into my saved game. Restarted again and now it's not there. I contacted support and they sent me over here. I had sims for years on there and paid items. Please please please tell me there's help