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Unable to get paid pack

by JamaicanGirl01

Original Post

Unable to get paid pack

★★★★ Novice

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone XS
OS Version 13.1.2
Player ID: (Find your Player ID in Sims Mobile: )
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Game loads really slow and gets the where is the network error!
What do you expect to see? I expect to see my game loads quickly again and I get what I paid for!!!!!!!
Connection Type Wifi
Please select your region North America
Country United States
Additional feedback Fix this bug,I’m tired!!

I made an in app purchase just now and I never got what I paid for. The game took my payment and was trying to process, it told me to restart my game and when I did I still don’t have the pack. The pack is still showing up as an offer in my game...

Message 1 of 3 (278 Views)

Re: Unable to get paid pack

Sadly we can't help you with purchases in-game

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:



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 2 of 3 (248 Views)

Re: Unable to get paid pack

★★★★ Novice
@Phantomlover1717 Ok thanks,I contacted EA. My point was submitting that there is a bug because I cannot make in app purchases and I’ll run into the same problem again,If I try. EA help is a headache to deal with, so if y’all could that patched would be great!
Message 3 of 3 (235 Views)

Is someone not playing nice?

This game should be fun and fair! If you see someone breaking the rules, you can report them.

Report a player


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