Stuck in tutorial

[melaniewerner09]

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Samsung Galaxy A50
OS Version A505u.50
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 ) 1004937986611
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Tutorial asking me to complete collection items that I already own. Objective not clearing.
What do you expect to see? Finish tutorial and get back into my game.
Connection Type Wifi
Please select your region North America
Country United States
Additional feedback

‌

Spoiler

Stuck in tutorial mode. Asking me to complete bathroom collection to move on. Game is showing I already own all bathroom items and is not letting me move on. 

[Phantomlover1717]

@melaniewerner09 could you try placing all the items in the house? Could you show a screenshot of the message you're seeing?

[melaniewerner09]

Here are a few. 

[Phantomlover1717]

@melaniewerner09 I see, did you try placing all the items?
If that doesn't work I'd suggest, if you haven't spend any real money on it, reinstalling the game and restarting it.

[melaniewerner09]

@Phantomlover1717 yes I placed all the items. Nothing happens. I have deleted and reinstalled the game several times. I will make it all the way through the tutorial and once I'm through the tutorial I will sign into my own account and it takes me back to MY account STUCK in the tutorial 😥

[melaniewerner09]

I just don't understand why nobody at EA is helping me. A LOT of time and money went into this game. 

[Phantomlover1717]

Oooh, I see you already had an account and that is being bugged now.

Best thing is to contact EA, if you already have, keep poking them.

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/