No Walkie Talkies (Countdown Bar Freezed) [ Edited ]

[0o-solaluna-o0]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) IPhone SE
OS Version 13.5
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? After the update, start a expedition event and try to dig at the new dig site
What do you expect to see? Full bar of 5 Walkie talkies and the refill bar counting down instead of "More in: 0s"
Connection Type Wifi
Please select your region Asia
Country Hong Kong

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Hi,
after I just updated my game to the new treasure hunt version,

I quickly finished the 1st part of Smallfry's quest
and unlocked the expedition site at Waterfront.
The 2nd part of the quest is collecting Ancient Coins,
So I started the Waterfont Expedition event and tried to dig at the dig site there,

I found out I have no Walkie Talkie at all
and the refill Countdown bar stays at "More in: 0s",
whilst the Out of Charges message showing the waiting time is always 5hrs and never counted down..
There was a Yellow Tutorial Arrow Pointing at the Dig Site at first, but still are no Walkie talkie to start digging.

I didn't follow the tutorial all the way through as I skipped purchasing the Just us Scale at the prize pyramid and went digging.
Not sure if it's related.

Please help, this limit time event is really time intensive.>.<
A Million Thanks in advanced.

Edited: I've just tried deleting the game and re-download then reload save from cloud,
but it doesn't solve it.

[0o-solaluna-o0 · Accepted solution]

@EA_Kipling  I'm glad to tell you that I just completed the Treasure Hunt and It's working fine this time! :D
The game gave me Walkie Talkies at the start and they were regenerating throughout the event.
So this time I'm not missing out any prizes and I'm able to go for the grand prizes and the quest rewards.

Thank you so much for all your help and the effort your team put into it, really appreciated it!

At the moment I'm still really hoping there's a chance to get the prizes I missed from the last Treasure Hunt event,
But the advisor I last chatted to, said the technical department decided they are not able to do so >.<
even though my game was severely impeded by this bug, which they said it is an old bug yet cannot fix, affecting the game  throughout the whole event.

Other than that, everything in this treasure hunt is working peachy! (except for I also got the "future sight crystal ball not changing colour" bug)

P.S.: I apologize for the late replay, I was busy these weeks and I missed your replay.

[0o-solaluna-o0]

There's a patch a day ago but it didn't solve the issue.

The event is almost half way through the limited time,

and this bug is stopping me from earning resources to obtain the event prizes

and completing the event quest too.

Please help!🙏

[SalixCat]

@0o-solaluna-o0 

I have asked for advice. The answer I got is that you should contact an EA advisor as soon as possible. so they can take a look at their account and see if they can spot anything from their end, and if not, determine what the next steps need to be from there. 

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.

Are you able to purchase Walkie-talkies with Sim cash? That could be a solution so at least you can finish the event and get the rewards.

[0o-solaluna-o0]

@SalixCat  Thanks for all your help as always.

There's a problem with the help.ea.com a few days ago,
but now it's working so I've just tried to create a ticket through my phone and contacted a live chat advisor.

I again explained my situation to this new advisor.

She replied "As I've seen from other cases my colleagues have redirected this towards the specialists to see if they can release a patch fix this issue".

But I'm worried that a patch fix will not help much with my already lagging progress due to this bug.
and she promised "I'll see what I can do" & "I will make sure to let the team know".

After the chat, she sent me an e-mail with a list of instructions and steps for solving the most frequent problems,
but most of them I've already tried.

All in all, there's nothing I can do beside waiting,

but I'm been waiting for a week and the event is ending in 4 days.

Also it doesn't sound like to me, I have a sure chance to get extra help from EA to complete this event.

Regards to the Quest which needs 3 Walkie Talkies,
I still have the option to purchase Walkie-talkies with 60 SimCash for one,

not like using 5 SimCash for a stereo task to complete Llama zoom,

personally I don't feel like it is a good idea to splurge an extra 180 SimCash just to collect the "Coat of Arms Shield",

whereas every players have simple access to this reward.

PS @SalixCat, appreciated for everything you did for the community.
You even updated the Eco items list with the new additions! Thanks

[0o-solaluna-o0]

PPS: How do I check on the progress on my case?
The advisor marked my case as "fixed" so I can't resume it.

Do I have to create a new ticket every time I'm trying to check on the progress?
I've tried replying to the e-mail they sent me before which was from Customer Experience,
but still haven't got a respond from that.

[SalixCat]

Hi @0o-solaluna-o0 

I suggest you create a new case, but this time 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.

This is the same I wrote on my last reply because it is important that your ticket gets to the right person as soon as possible. You can include the information regarding the first ticket in the new one.

The Smallfry quest is important because it helps you unlock all the venues, win a boost in clues and earn extra tokens. It's not just the coat of arms.

Spending Sim cash is an option, but what if the timer starts to run normally after you purchase a walkie-talkie? I don't know if it's worth trying. It all depends on how important the quest rewards are for you. 

---

P.S. I'm glad I can help. Thank you 

[0o-solaluna-o0]

Thanks for explaining thoroughly again @SalixCat ,

I think I might actually did it wrong lol

I did contact an advisor form the help button in game on my phone yesterday,
It opened up help.ea.com and I've already signed in with this EA account.
So does that count as creating a ticket from in-game account?
or do I have to log out my EA account on my phone before creating a ticket?

If that's the case, then I've doing it wrong all along lol

Nevertheless, I'm going to try that.

I agree The Smallfry quest is important and it helps the Event greatly.
What I meant is I'm stuck at Part 6 of the quest, the only rewards left is the coat of arms, 40 Golden Bunnies and 220 Ancient Coins.
I'm not sure if it's worth trying too, and there's like a fifty-fifty chance that it won't help,
and I don't want to lose more resources in my bugged game.

I wish I can get actually help from the advisor rather than experimenting and gambling with my resources


Edited:
I tried to contact an advisor but I just got disconnected during a live chat because my safari refreshed when swapping between apps.
And now I cannot find a way to continue the chat and the option of Live chat is not showing up,
even thought the case is marked as "Waiting on Player" and I've pressed "resume".
I think because there's a cool down for live chat, not sure how long though.

[SalixCat]

@0o-solaluna-o0 What you did is correct. You sign in automatically when you create an in-game ticket. That is the ticket you should be followint.
Chat can be a waste of time imo unless you are trying to find out the status of a case.

[RoseBell17]

@0o-solaluna-o0 Don't mind me. Just trying something for that "access denied" thing.

[0o-solaluna-o0]

@RoseBell17  Thanks for testing with me. Glad it's working now


Meanwhile you are here,
you should report your save data crashed issue in Technical Issues session
(https://answers.ea.com/t5/Technical-Issues/bd-p/the-sims-mobile-technical-issues-en)
and see if someone can help you there.

Hope our bugs get fixed soon and they can offer what we missed to make it up for lost progress in these live events.