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[Open] Problems with data syncing

by Carl_Biggins
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Original Post

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Re: Lost progress

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

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do not work for EA

 

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Message 10 of 19 (239 Views)
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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/

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do not work for EA

 

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Message 11 of 19 (367 Views)
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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 (330 Views)
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Losing progress between devices.

★ Novice

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 (274 Views)
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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.

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do not work for EA

 

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Message 14 of 19 (290 Views)
Highlighted

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

★★★ Novice

Who is cs ?

Message 15 of 19 (275 Views)
Highlighted

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

★★★★ Pro

@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 (244 Views)
Highlighted

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 (239 Views)
Highlighted

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

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Message 18 of 19 (193 Views)
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