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Product: The Sims Mobile
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPad Pro
OS Version 11.4
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 ) 1003015496517
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? After the tutorial on the new update, I went back to the Heirloom Store to trade in more Green tickets for chests. The first time, the tickets were deducted, but nothing happened. When I tried a little later, the white transition screen with the spinning gem appeared, but it did not bring up a chest and reverted to the Heirloom Store screen. I lost 50 green heirloom tickets.
What do you expect to see? I expected an Heirloom chest to appear, just as it has during the tutorial/walkthrough for the new update. Those transactions were successful.
Connection Type Wifi
Please select your region North America
Phantom: Please read @SimGuruMaaike post with the request for more info:
Solved! Go to Solution.
June 2018 - last edited June 2018
Hey everyone, we're looking into this issue. What would help us a lot, if you could record a video when this issue happens in your game. You can do this by either using screen capturing functionality of the device or by using the video camera of a 2nd device. Please do make sure the video does not contain any personal identifiable information
SimQARobo has created a post with some methods of sharing files/videos with us: https://answers.ea.com/t5/Bug-Reports/INFORMATION-How-to-Send-User-Files-to-The-Sims-4-Team/m-p/6065... (One Drive/Google Drive for example)
Edited: Also, if you remember, can you give us date/time that this happened? The more exact you can be with the time, the better. That would also help our investigation
One bug that I got from the new update is that I can’t seem to open the Heirloom chests that I bought? I can’t seem to find them anywhere. I checked in my inventory, buy mode, my heirloom collection, etc. I already reported the bug and they said to wait for 24 hours. Just thought I should mention it so that everybody can look out for it. Thanks
Same here! I reported my case and was told to wait for 24 hours as purchases can take up to a day to finalize.
Same problem here! I also retired 3 sims and bought 2 of the heirloom chests after the new update. All three of my retiring sims had completed relationship stories and two had completed career stories. When I click on these sims in Previous Generations it says that none of them completed any life goals so they didn't give heirlooms! NO! When I purchased the heirloom box It took my tickets, but didn't give me anything. The heirloom box bounced off the side of the screen like when you get a quest item, but the boxes aren't in my inventory (I checked everywhere), and I checked my heirloom list and nothing new was added. I checked my heirloom cases, storage, everywhere! Super unhappy that the tickets and Sim Retirements apparently went to waste. Lame.
It should bounce of screen, but after that a bigger screen should open up like this:
Did this happen at all? Could you have clicked it away?
I do not work for EA
I have a ticket open for the exact same issue as everyone here. I bought 3 regular boxes and one super. It flew off the screen to the right and I thought it was going to storage but it’s nowhere to be found. I never even got that pop up screen. The first rep told me to restart my app as a fix. Seriously?! This is obviously a bug since so many of us are affected but it looks like they are ignoring this for whatever reason.