Product: The Sims Mobile
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Samsung s9
OS Version Android phone
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 ) Louisejones90
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? Give me my prizes back?
What do you expect to see? My prizes back on my mobile
Connection Type Wifi
Please select your region North America
Just played sweet treat challenge to round 10 won my stuff and then the game crashes so I turn off my phone and back on and all my prizes are missing? I should have alot more as I won all the rounds
The best thing at this time is to contact an EA game advisor about this issue.
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: