Unable to remove a stranger from my family

[Shazzler1]

Help! I have max playable Sims in my household, but an uninvited stranger has appeared on my family portrait. 

There’s no option to move this person out from the family portrait and the stranger had no relationship with my playable sims from which I can ask it to move out from that way. 

How can I get this stranger out of my house and family portrait? 

[SalixCat]

@Shazzler1 could you please post a screenshot of the family portrait, just as it looks when you first open it? 

[Shazzler1]

Hi Salixcat. Copy attached. The current gen are my playable Sims. Far left and far right are my adult kids and second from left is the stranger.

[SalixCat]

@Shazzler1 can you check out your Sims contacts and see if Sydney Key is one of them? If yes, can she be contacted? 

When I look at your Sims family portrait I see two non playable children wearing the regular clothes that children get when they grow up.

Sydney Key is wearing one of the tops from Valentine's event. 🤔

[Shazzler1]

@SalixCat   Sydney is not currently in my contacts although I have sent a friend request. They were last online 14 hours ago - this particular Sim randomly appeared on my family portrait a couple of weeks ago. 

[SalixCat]

@Shazzler1  sorry to ask again 🙂

When you tap here and then go through your Sims contacts,  can you find her?

[Shazzler1]

Sorry @SalixCat  I misunderstood contacts for game friends. Doh! 

Sydney appears in one of my playable sims contacts but that’s because I started a rival friendship with her to see if that would prompt me being able to ask her to move out. 

Prior to that she did not appear in any of my sims contact lists. 

[SalixCat]

Hello again @Shazzler1 ,

Could you please contact EA Help? Keep us updated. 

https://answers.ea.com/t5/Technical-Issues/How-to-contact-support-for-The-Sims-Mobile/td-p/6773411

[givememore86]

Shazzler1 - did you update the game after the anniversary event? There was another update since the last quest and it actually stopped a lot of freezing for me. Check your app store and see if you have a new update. That might even help. My game glitched and I lost progress and then I updated and I don't seem to have problems anymore.