Best thing would be to contact an EA game advisor about this issue.
You can do so through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.
Open the spoiler for pictures:
If this fails for some reason, or you can't access The Sims Mobile app.
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 choose to contact an EA game advisor through social media:
I do not work for EA
Im on an LG, level 29 I think its been a while since I could play. Im on the mobile app and after the new update with internet package. My game has been freezing and/or crashing. I put money into this n I think it sucks I have this back n forth. I wrote EA they told me to come here to find the answer. I haven't. Cleared the cache to the Sims mobile app, I uninstall n reinstall and I closed all other apps before opening the Sims. Please someone what us going with this game.
@JulesDarling can you please provide your player ID for our investigation, you can find this in settings > help & about > about.
I’m having this same problem. I get past the welcome page, the game starts, and I make one or two actions before the game freezes and reverts. This has been going on for just over a week, but I started playing months ago and haven’t had this problem— not without it fixing itself after one or two days. Here is my ID. Thanks!
which device are you using, as this now happens on my second game on my ipad air (1st gen) so the other day i deleted it and reinstalled it and it seems to be fine now for the time being, hopefully the new update when it comes out has some bug fixes