Product: The Sims Mobile
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Samsung Tab S6
OS Version 9
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 ) 1003442960523
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? not sure
What do you expect to see? My previous built house
Connection Type Wifi
Please select your region Asia
I am a returning player. Haven't played since last year. When I log back in...my previous house is gone. It's back to the tutorial house when we first starts playing. The dilapitated house with leaky toilet and trash can with banana peel and covered sofa with broken bed. I am unable to remove the leaky toilet and the bed and the trash to start new house.
@knightsjoker Is the game using the same Player ID?
I'd suggest contacting EA, see if they can recover your original house for you.
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:
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:
@PaNdAfReAkY I've merged your other post with this one:
It's definitely a bug, and we've seen it before. Please contact EA again or continue your current case, have them see what they can do.
@knightsjoker did you get your house back?
This has happened to me as well. I contacted EA about the situation. They have asked me to do multiple trouble shooting steps with no resolution. I did not get my house back. I was on level 24 so you can imagine, I've lost everything and they only gave me 100 simcash for my trouble. I'm just playing around the broken stuff because I dont want to lose my level and start all over.
That's what I have been doing. Although I asked them if they could give me enough to get a new plot so I could build a new house. Thet gave me 600 sim cash but I was unable to get the plot for whatever reason so I have just been using the sim cash to rebuild my house. It's not much but it got me to where I can play comfortably. Not nearly where I was though.
a month ago - last edited a month ago by EA_Lanna
2 weeks ago