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[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: ) 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 4 (336 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 4 (313 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:



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:
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:
- Facebook:


do not work for EA



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Message 3 of 4 (243 Views)

Heirlooms missing

★★ Newbie

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 4 (87 Views)
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