May 2021 - last edited March 2022 by EA_Cade
Finding your Player ID:
The EA Support team may ask for your Sims Mobile Player ID to find your account and help with missing content, progress issues, and more. Here’s how to find it.
|Write down your Player ID or take a screenshot of it and keep it somewhere safe. That way you have it if you need help but can’t load the game. .|
You’ll see your Player ID on the first loading screen when you start the game.
Follow these steps to find your ID if you’re already in the game:
Your Player ID is at the top, just under the game version.
|Copy your Player ID down and keep it somewhere safe. That way you have it if you need help but can’t load the game.|
NOTE: Please DO NOT share your Player ID on Answers HQ.
Contacting EA for help in-game:
A Help Ticket from your in-game account is a message that brings through needed details directly to mobile advisors.
Using other methods like Facebook or Twitter will only delay support and you will be asked to go back and send an in-game help ticket.
Help tickets from your mobile in-game account are the best way to contact support as they will go through directly to the mobile advisors who will be far more informed.
Follow the following steps:
The EA Help site will open on your device's web browser.
Choose your device.
Select topic. Sometimes you will also have to select issue depending on the topic you have selected.
Provide your player-ID. Here you can read where to find it.
Select a contact option. I personally prefer Email.
Fill in the form. Provide all information that could help solve your case.
Attach screenshots if you have and send in your ticket.
If the EA Help site does not open, try clearing cookies on your browser. This might help open the EA website on your device. Here you can read how to clear cookies on iPhone or iPad or how to clear cookies on Android.
If you are not able to open your game app, please use the following link to send in a ticket: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
If you have lost pack content or haven't received a pack, have valid proof of purchase available for advisors. Purchases on mobile aren't made on Origin aka EA's tool, they are made on either Google Play or iTunes so in order for support to confirm that there was a payment made they will need valid proof of purchase. Once they verified the purchase they can check if the content is on the account,. If it's not the advisors will take it from there.
@GhostFreeek I've definitely done that. It just sounded like it was being stated that it was an unavoidable step, which was stressful because I've been trying to get help for over a week and no one who can actually help me is responding so far.