Re: House sims stuck in wired state. They cannot be promoted or removed.

by Phantomlover1717
Reply

Original Post

Re: Lost progress

Do you play on multiple devices or did you maybe close the game when it dropped?


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Answers HQ Guardian

do not work for EA

 

Message 10 of 19 (954 Views)
Highlighted

Re: House sims stuck in wired state. They cannot be promoted or removed.

[ Edited ]

The best thing at this time is to contact an EA game advisor about this issue.

 

 


Due to COVID-19/Corona support is a little different than you're normally used to. Waiting times are also longer.
- Phone support is currently closed.
- Arabic and Dutch support languages aren't available.
- English support times are Mon-Sat from 8 AM to 11 PM UTC

More information is available in this post: https://answers.ea.com/t5/General-Discussion-Feedback/IMPT-Support-Options-Update/m-p/8864082#M24974

 


 

You can contact them 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:

Spoiler
collage.jpg

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:

Spoiler
backup.jpg

 

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:
- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/


----------------

Answers HQ Guardian

do not work for EA

 

Message 11 of 19 (1,082 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

★★★ Novice

i contacted EA via facebook and they only do basic troubleshooting and they said this is not something they could fix in that forum.

Message 12 of 19 (1,045 Views)

Losing progress between devices.

★ Apprentice

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhoneX
OS Version 13.3.1
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 ) 1003060639333
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I suppose you could attempt to play on two different devices and see if the progress is maintained when switching between them.
What do you expect to see? I expect the progress to update between devices.
Connection Type Mobile
Please select your region North America
Country USA
Additional feedback

I play the game on two devices. I have played on my iPad in the morning, then off and on throughout the day on my phone. When I get home to the iPad, it forgets the days progress on my phone and sets me back to the point I was at during the morning. This has happened for the past two days. So I’ve lost a bit of progress on the Winter Warm-Up, I was at level 17, but I went back to 15, today.

Message 13 of 19 (989 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

It sounds to me like your game needs to be reverted back to a previous save point @brohemx. We can't do that on this forum.

The cause might be a bad connection or your save being broken in some way or form and that would also be something CS can have a better view on.


----------------

Answers HQ Guardian

do not work for EA

 

Message 14 of 19 (1,005 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

★★★ Novice

Who is cs ?

Message 15 of 19 (990 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

★★★★ Expert

@brohemx Customer Support via EA Help in-game and/or thru EA Help social media accounts maybe able to help you

 

#StaySafe #StayHome #SaveLives #PlayTogether

 

 

Message 16 of 19 (959 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

★★★ Novice

yeah i contacted EA help and they only help with basic troubleshooting and they said they could not fix this problem.  

Message 17 of 19 (954 Views)

Re: House sims stuck in wired state. They cannot be promoted or removed.

[ Edited ]
Community Manager

Hi @brohemx,

 

You are correct, Facebook is not a medium where they could offer help aside from troubleshooting. This may need the specialists to take a look at which will require getting in touch with the Customer Support team. Could you send in a Help ticket to the support team please?

You can create a Help ticket from within your game. Phantom shared these steps:


@Phantomlover1717 wrote:

You can contact them 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:

Spoiler
collage.jpg

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:

Spoiler
backup.jpg

 

If you choose the 'Report Bug' option you might not receive a reply from EA.


Thank you.

- EA_Lanna

Lanna.png____________________________________________________________


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Message 18 of 19 (908 Views)