Product: The Sims Mobile
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone XS MAX
OS Version 13.3.1
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? You can connect to your account and try to load the game and see if it loads the previous save.
What do you expect to see? I want to be able play with my previous save because I have left it in a better level.
Connection Type Wifi
Please select your region
I have played this game before and I connected the game to my Twitter account. Then, I deleted the game and, after some time, I downloaded it again. Even though the game recognises my saved game — asks the “would you like to play with your previous save?” prompt — I cannot get a result after tapping the previous save. I waited for 15 minutes or so but the game doesn’t give me any feedback. I also reinstalled the game but it doesn’t seem to work.
The best thing at this time is to contact an EA game advisor about this issue.
Due to COVID-19/Corona support is a little different than you're normally used to. Waiting times are also longer.
- Phone support is currently closed.
- Arabic and Dutch support languages aren't available.
- English support times are Mon-Sat from 8 AM to 11 PM UTC
More information is available in this post: https://answers.ea.com/t5/General-Discussion-Feedback/IMPT-Support-Options-Update/m-p/8864082#M24974
You can contact them 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:
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:
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/
I do not work for EA