Bugged Account Restoration

[Robombie2]

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) R2 LTE
OS Version Android 7.0
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 ) 1003806008138
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Restore your account and it's progress after installing the app.
What do you expect to see? A bugged; "now I see why this was listed as a charming fixer upper!" On the top of the screen that won't go away even after reopening the app, starting furnishings, yet the shape of your current home, and your first sim as an elder stuck in the house. They are also the ones saying the message on the top of the screen.
Connection Type Wifi
Please select your region North America
Country Canada
Additional feedback

‌

Help me!

[Phantomlover1717]

The best thing at this time is to contact an EA game advisor about this issue. 

You can do so through The Sims Mobile app. First things first, write down your Player ID or take a screenshot of it.

- Open side menu

- Click the gear icon

- Click the 'Help & About' tab

- Click 'Help'

Your browser opens

- Scroll down and click on 'Contact Us' 

Open the spoiler for picture how to get to the 'Contact Us' button:

Spoiler

The EA game advisor might ask you to perform a couple of troubleshooting steps you can find over here for Apple or Android. You can try those before contacting them, or while you're waiting on a reply.

If you're asked to clear data or reinstall the app, make sure your app is being back-upped to the App store or EA account.
The backup options might have turned off during a previous update. Your app will reset, but after creating a Sim you should get the popup to restore from the cloud. 

An image in the spoiler on where to find the backup options:

Spoiler

If you choose the 'Report Bug' option you might not receive a reply from EA. 

If you can't access the app for some reason. You can also contact EA outside of it.  

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

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

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

[SimGuruMaaike]

@Robombie2 Sorry to see this happened in your game, for help with this you do need to contact the customer support team because they need to take a look at your account.

For our investigation into the cause of this issue, can you tell me when this happened? 

[Robombie2]

It happened about an hour before the original post. 

How do I contact them? When I tried yesterday it only gave me a link here, (which is why I originally posted here instead of contacting them.)

Can you give me the e-mail address?

Thanks for replying so quickly,

Robert.

[Phantomlover1717]

@Robombie2 see my post for a full overview on how to contact EA. 

[giovanirolando]

I have the same problem too . “Now I see why this is listed as a charming fixer upper” won’t go away , it’s been days