[Open] Story gone after selling duplicate heirloom

by Michxxx

Original Post

[Open] Story gone after selling duplicate heirloom

[ Edited ]
★★ Novice

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Ipad Pro
OS Version 13.4.1
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 ) 1004794879761
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? Heirlooms show as duplicate, while they shouldnt be They can also be sold
What do you expect to see?
Connection Type Wifi
Please select your region Europe
Additional feedback

Some heirlooms showed as duplicated while I was sure they shouldnt be. I accidentally sold one (for Pumpkin love story) and then the story disappeared from the “all stories” list. How can I even sell an heirloom that is not a real duplicate and how can I get my story back? 


Message 2 of 18 (3,886 Views)

Heirloom duplicate sold / story gone

★★ Novice

Multiple heirlooms showed as duplicate, while I was pretty sure I did not get them twice. I accidentally clicked “sell one” for the Pumpkin Spice story. However, the story then disappeared from the ”all stories” and I cannot find the heirloom in storage either.


How can my story come back? Not sure how I can have sold an heirloom that was not actually a duplicate.

Message 1 of 18 (3,853 Views)

Re: Heirloom shows as duplicate, when sold story is gone

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:


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


Answers HQ Guardian

do not work for EA


Message 3 of 18 (3,783 Views)

Heirlooms missing

★★ Novice

I was placing all my heirlooms in storage to be able to sell duplicates for tickets as I had no need for them but after selling one of each of the duplicates, the heirlooms disappeared from my storage and when i got to my heirloom collection the same heirlooms are still lit up like as if I still have them but when I click on info it comes up with a locked sign. What happened to my heirlooms and why have they gone when I just sold the duplicates. I tried selling the ones I only have one of and the game does not allow me to do so as the action is blocked and says I need a duplicate to sell so why have my other heirloom disappeared after I only sold the duplicates? Please help me as I have contacted EA directly on the love chat and email and they will not help me. They say they can’t validate my heirlooms on their side this is very unfair and strange I don’t know what to do. PLEASE HELP

Message 4 of 18 (3,627 Views)

Unlocked and finished Heirloom is on sale at store

★★★ Guide

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Xiaomi Redmi Note 6 Pro
OS Version Pie (9), MiUI 11 Global
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? Updating the game to the latest
What do you expect to see? No price offered at Heirloom store for Surgeon Career Heirloom.
Connection Type Mobile
Please select your region Asia
Country Indonesia

Hi, I was shocked it was on sale with price button as it was not if you have the Heirloom. So I checked my Surgeon Heirloom, no charm, but it's already Maxed. I have the Career reward.

Here I show you the pic;


* the Surgeon Heirloom Charm is sold as I remember. I remember selling that when the Heirloom in the inventory. But, I don't expect the charm is gone as it says doubled. I think selling 1 is good. But all sold. The selling is back to 2 months ago if not wrong.

Message 5 of 18 (3,605 Views)

Re: Unlocked and finished Heirloom is on sale at store

★★★★ Novice

I also have this issue and contacted Help about it today because I have 65 unlocked Heirlooms in my total Heirloom list, and only 22 physical statues in Storage. I often sell extra heirlooms, and I think this is a bug that shows more than one heirloom when in fact, there is only one. Once you sell, thinking it's an extra, you lose the only one you had. I just lost all the relationship Heirlooms from the Back to School event in June, and can't play any of those stories even though I have 3 active Sims who have them completed. I have other stories and traits that are also no longer available to play. 

Message 6 of 18 (3,553 Views)

Re: Unlocked and finished Heirloom is on sale at store

Message 7 of 18 (3,516 Views)

Re: Unlocked and finished Heirloom is on sale at store

★★★ Guide
@SalixCat It's look third one are the same as this. I have searched before not found that one. So it is already investigated? Maybe I should contact EA Advisor?

Thanks in advance

Message 8 of 18 (3,490 Views)

Re: Unlocked and finished Heirloom is on sale at store

★★★★ Novice
@SalixCat The third is definitely the big issue, but it’s a combo of 2 and 3 for me, likely because after selling what shows to be a duplicate, I end up with none, so the store then shows it as not owned. Thanks for linking those, but do you know if there’s a fix? I contacted EA Help yesterday and after having it investigated, was told to restart my phone and if the heirlooms didn’t show after that, to post a bug report. They didn’t, so here I am.
Message 9 of 18 (3,462 Views)

Re: Unlocked and finished Heirloom is on sale at store


@lmnmst I don't believe an EA advisor can help as @Keelee717 says. 

Hopefully this issue will be fixed so you all can unlock again stories that should be available on your games. 

CCP Hero Banner - Blue.png

 No trabajo en EA.    

Message 10 of 18 (3,442 Views)