Roommate Race Time Limited Quest Reset

[r1v3rsim]

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPad mini
OS Version 12.4.5
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 ) 1004800215997
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? Roommate Race (Limited Time) - Reward (Unlock Playable Sim
What do you expect to see? I reached the last chapter with one last quest to go but when I click Collect, it reset the whole quest back to Chapter 1.
Connection Type Wifi
Please select your region North America
Country United States
Additional feedback

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This is the first problem I encountered in-game. All my quests have worked (started and ended) at the right time for time limited events. I spent a few cupcakes for this quest to make sure I complete each chapter in the amount of time needed to complete it. I did have a problem purchasing items recently. Like there is a long wait time for transaction progress screen and for time to receive items. But I just wait it out and it goes through fine. Can someone help please? 

[jcwhit22]

I am using the exact same device, and the same thing happened to me. The only difference is that I was able to complete the roommate quest and saw the option to create a new sim or add a playable sim, but I left it for later. I closed the app, and two hours or so later, I reopened the app. The roommate quest had reset and my option to create a new sim or add a playable sim had disappeared, and all of the sim cash and cupcakes I used to complete the quest are used up. 

[Phantomlover1717]

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

You can do so 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

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

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/

[dancechamp21]

Same device. I made it through the whole quest and purchased some SimCash to make sure and complete it on time. When I finally completed the last task, the system glitched. I didn’t have to start completely over but I was set back to chapter 5 part 4 again. Also my purchase does not appear to have posted to my account, as of now.