Data corruption or object bug in save file iOS [ Edited ]

[PimwaleeH]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone XS Max
OS Version iOS 14.4
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? attempt to enter to load into the game (The sims mobile) using my account.
What do you expect to see? to be able to play my game
Connection Type Mobile
Please select your region North America
Country USA

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After taking all troubleshooting steps provided by support on both Facebook & Twitter EA Support ( uninstalling/reinstalling, attempting to use wifi, attempting to use mobile data, clearing cache, etc.) the support staff suggested I submit a ticket.
I believe that either:
A. my save file is corrupted and an older image of the file is needed to fix the issue or

B. A new object was introduced that is preventing the game from successfully rendering/loading.  Similar to the data corruption, I would need my game set back to an earlier image of the file.

Thank you very much for looking into this,

PH

[SalixCat · Accepted solution]

@PimwaleeH 

Unfortunately this is an issue that we can't help you fix from the forums. Neither Twitter or FB Support have the necessary tools to help you. Therefore they have asked you to send a ticket, so a specialist can look into your game.

Please follow these directives:

• You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
• If you have issues accessing your game, there is an alternative for you. Make sure to provide your Player ID when explaining your problem, will make things faster!

[CharlieDaisy12]

@PimwaleeH Actually, if you’re sure all you need is your game backed up it might be fastest to call EA Help, although it sounds like you already have. I just know EA Help was able to back up my game for me without coming here - although I think they consulted the team to do it. Hope that helps. Sounds like you could fix it yourself if you just had access!👍😊

[SalixCat · Accepted solution]

@PimwaleeH 

Unfortunately this is an issue that we can't help you fix from the forums. Neither Twitter or FB Support have the necessary tools to help you. Therefore they have asked you to send a ticket, so a specialist can look into your game.

Please follow these directives:

• You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
• If you have issues accessing your game, there is an alternative for you. Make sure to provide your Player ID when explaining your problem, will make things faster!

[renbar152]

Is there a phone number To contact support? We have a new TH quest starting today I believe. What happens if we can’t get on to play? Will it be offered again? This is 4 weeks for me starting this week. I’m so disappointed in the EA help.