Download of old game gone wrong

[TheOnePlayingNow]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Iphone 5s
OS Version 12.1.4
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 ) 1004640510005
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? It occours every time I log on. You can't miss it.
What do you expect to see? My old house is gone and I have the house you begin with plus a few levitating windows.
Connection Type Wifi
Please select your region Europe
Country Denmark
Additional feedback

‌

Hello.

This issue is a bit complicated. I've had deleted the game and when I downloaded it yet again and chose to load my old game it didn't work completely.

I'm in the tutorial as if I've begun a new game, and my house is back to how it looked when I first started except a couple of windows are simply hanging in thin air. The sim I have is the one I started with and is an elder - though I've had her move out a long time ago. I can't finish the tutorial either because every time I try and go to the Parkside to get the barista job the game crashes. So I can't go anywhere or do anything.

Hope you can help.

[SalixCat]

@TheOnePlayingNow 

You should contact EA in order to get assistance.

To contact EA Help from the game, open the side menu, choose the gear icon, then the Help & About tab and tap on the button Help.
This will open your browser. Scroll down and tap on the button Contact Us.

Now, tap on Technical support and Game progress issues.

Type your Player ID. 

Tap on the button Select contact option.

Scroll down and select Email. This is the best option for your case. Fill in the form and attach screenshots of your game. 

An EA Advisor will email you within 24 hours.

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/

You can also contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/