November 2020
Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Samsung A20s
OS Version A207FXXU2BTJ3
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? Buy from Buy Menu (icon that has an outline of a shopping bag and a plumbob)
What do you expect to see? To receive the COMPLETE items from the pack.
Connection Type Mobile
Please select your region Asia
Country Philippines
I bought the Treasure Hunt Pack last night, around 11:54pm (+8 GMT). But, I only received the stove from the purchase. NO sims cash was not added on my TSM account, NO Ancient Relic Coins, No scrolls, etc. This incident happened twice already! The same thing happened from the September 2019 case I've repeatedly raised on EA Help. You've given me only half the prizes (from the Beginner's Bargain Pack and Treasure Hunt Pack) I originally paid for on my account. Now, this incident has happened AGAIN? How can I finish the Treasure Hunt event?
November 2020
Unfortunately this is an issue that we can't help you fix from the forums.
Either you want to restore your purchase or get the rest of the pack content, you will have to contact an EA advisor.
Please follow these directives:
November 2020
December 2020
December 2020
December 2020
Hi @Rh0deIsland,
I've noticed a few threads bumped with your specific case and have merged them into your existing thread for this. Please use this thread for your case as bumping other threads to discuss your case is considered spamming/flooding the boards.
I'm afraid we are not equipped to assist with these cases from the forums. Please reopen your case with our support team and ensure the following criteria has been met
Our support team will not be able to assist further and look into the missing purchases until these 3 factors hare fulfilled. Particularly the third point; Valid Proof of Purchase. There's specific information required of proof of purchase supplied and all screenshots attached need to meet that criteria. Submitting screenshots that doesn't match the specifications required can't be accepted as proof of purchase. For missing content from Google Play purchases, the proof of purchase supplied needs to include the following in the screenshots attached:
EA Help wrote:
We’ll need screenshots of:
- the Transactions Page from your Google Payments
- the confirmation email you got for the purchase. To get your email address to show in your screenshot, click on your Profile Picture on the top right-hand corner of your screen before you take the screenshot.
Make sure both screenshots include the following information and are full screen, desktop images.
- The description/name of the product purchased.
- The game code (if applicable)
- Your transaction ID/order number.
- Your email address.
- The date and time of the purchase.
- The price you paid.
Proof of purchase visual examples included in spoiler tag :
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
December 2020
Hi Lanna!
I've read your post. You've mentioned about making an in-game ticket which I already did so many (many) times. I don't understand why my case has dragged on for so long (1 year) despite making so many in-game tickets. I've posted several screenshots of the incident related to my case. Please, if you cant give me the items I purchased, just give me back my money on my credit card. I feel so cheated.
December 2020 - last edited December 2020
Hi @Rh0deIsland,
I've merged your post in with this thread! As I've asked above, please do not use other threads to continue this discussion as you've already got this existing thread active. Continuing to do so will be spamming and break the forum rules.
I'm afraid I cannot be of assistance to you with your case through the forums. I've expanded on why above. Please take a moment to review my earlier message.
You're correct, I did mention an in-game ticket. In addition to this I also highlighting the importance of submitting proof of purchase only and exactly as outlined in the EA Help article I've linked above. This information is also easily accessible in my earlier message.If you scroll up you'll be able to locate those details. Once you've gotten the details in the article to reference, please ensure, that for every purchase you're seeking assistance with, that screenshots are limited to and follow the specifications requested exactly when submitting this to the support team. You can review your attachments from your 'My Cases' tab in your EA account and check them against the specifications outlined in the article.
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
December 2020
January 2021
My rewards until now has not been seeded on my Sims Mobile Account yet EA Help has claimed that my issue has been "fixed" when it's actually not. No concrete response from EA since year 2019. EA HELP has not acknowledged the screenshots that I sent them. It's been a year and I'm so feed up. Just give me back my hard-earned money!