All household items and babies completely gone!!

[annieclamp]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone 6s plus
OS Version 13.1.2
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) 1005089101928
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? can see the house is practically empty after having to start filling it from scratch, also there should be 2 babies in cribs which are now missing but still in the portrait
What do you expect to see? All my stuff in the house and the babies in their cribs
Connection Type Wifi
Please select your region Europe
Country Scotland
Additional feedback

‌

Had to uninstall and reinstall the app due to the game not loading then when I resumed my cloud save my ENTIRE house was empty, the size, wallpaper, floors were still the same but hundreds and thousands of simoleons worth of stuff that has took a lot of time, effort and real money out my pocket to get just gone!! Also two babies gone but still in portrait so can’t age them up or delete them or anything! Checked storage but only items there I had before that weren’t getting used, hoping to get a fix asap as I’m really considering totally boycotting this game now after being a life long sim player after the amount of time and money that’s just been wasted on it, also worried it will happen again in future now. :\

[SalixCat]

@annieclamp 

You should contact EA in order to get assistance.

To contact EA Help from the game, open the side menu, choose the gear icon, then the Help & About tab and tap on the button Help.
This will open your browser. Scroll down and tap on the button Contact Us.

Now, tap on Technical support and Game progress issues.

Type your Player ID. 

Tap on the button Select contact option.

Scroll down and select Email. This is the best option for your case. Fill in the form and attach screenshots of your game. 

An EA Advisor will email you within 24 hours.

If you can't access the app, you will be able to contact EA through this link: https://help.ea.com/en/contact-us/

You can also contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/