Stuck On Loading Screen [ Edited ]

[BhoopiKat]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iphone XR
OS Version 12.2
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 ) 1003419376969
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? .
What do you expect to see? .
Connection Type Mobile
Please select your region North America
Country US
Additional feedback Game was rolled back, problem resolved for now.

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Hi Phantom! I was advised by EA tech Mary K. and didn’t see another thread.

   I’ve been stuck on the welcome loading screen for 6+ hours and when i spoke to an EA agent over the phone, she advised me to post about it here in the forum, telling me it’s a “known issue”.

  Well, my account was reset and restored the other day for the fourth time and no one seems to be able to tell me any information, only that it’s expected/likely to reset again. They weren’t allowed to compensate me in any way for the progress lost, no exceptions. I didn’t want to fight so i agreed to rollback.

 Everything was fine until today when i couldn’t load the game. so When they called me today about my report on the loading screen, they said my account is fine but i won’t be able to load the game for an undetermined amount of time. They directed me here. I know of one other person going through this and they won’t give them any info either. I’ve gone through all the steps, cleared cache, updated everything, reinstalled— everything. Zero customer support. I hope this feedback helps others because EA’s tech support supervisor doesn’t seem very interested in helping me.

Thanks,

Kat 

[EA_Mai · Accepted solution]

Hi @BhoopiKat,

This should be fixed, so I'm marking this thread as solved. But please, don't hesitate to reply back if you run into this problem again.

Thanks!
-Mai

[Phantomlover1717]

Hey there @BhoopiKat have you tried force closing the app? Or rebooting your phone entirely?

There are known issues with randomly freezing, which should be fixed with a force close of the app.

[BhoopiKat]

@Phantomlover1717 Hello! Thanks for your reply.

  No, it’s not an issue with my game freezing. It’s not loading or progressing past the main welcome loading screen at all, it just loads forever. Neil from Facebook’s EA help was able to remotely access my account today to temporarily allow access to my game for a few hours but it has since “frozen” again at the loading screen. I’ve done EVERYTHING Phantom, and i mean everything. It’s not my device, there’s no real network error—  it’s my account or their servers and no one seems to know why. Nat NaZ Nat had the exact issue and was referred to a specialist but i can’t seem to get that level of help. Something must be corrupt for my account to keep resetting and/or freezing again and again and again. This needs to be addressed because i’m not the only one this is happening to. Sorry, i’m just heavily invested in this game and i don’t have a second account to fall back on. 

[EA_Mai]

Hi there,

I've split these messages to a new thread because the issue to load you are experiencing seems to be different. @BhoopiKat , if you could edit your first post (using the ··· button on the top right corner) to fill the bug reporting form, that would be very helpful!

I know it's a frustrating issue because you are not able to even load your game. We are looking into it - thanks for reporting the problem!

Cheers,

-Mai

[SimGuruMaaike]

@BhoopiKat can you check how the game is for you now? 

[EA_Mai · Accepted solution]

Hi @BhoopiKat,

This should be fixed, so I'm marking this thread as solved. But please, don't hesitate to reply back if you run into this problem again.

Thanks!
-Mai

[quasha26]

Please help me 

[263102]

Can you play the game now?

coz I am the same condition with you.

I download the game to play again and it say 500 Mb to download and then didn’t load from the first screen anymore. I try to delete and re download again also restart my phone and try everything I could but nothing changed. My phone is iphone XR just like you and ios is up to date.

[EA_Lanna]

Hi @263102, could you create a new bug report thread for this please? What caused this issue back in May was fixed so if it's happening again we'll need to gather current information on it. I'll lock this thread in the meantime.