Game progress reset to level 1

[HatsuneLotus]

GAME PROGRESS GONE

I was playing the game like normal. When I loaded the game, it took me to create your first sim and I quickly realised that all the progress I made was gone! I’m level 48 and have been playing the game for a while now. I connected my account to Gamecentre and EA. But from the start of October, my progress kept resetting which is completely strange. It has happened to me three times this month now. Last time I lost progress I’ve contacted customer service to restore it, and it was successful. But this time, they couldn’t restore it to level 48. I’ve made several cases but my issue has still not resolved. All I want is to have my progress back 

[HatsuneLotus · Accepted solution]

Losing progress can be super frustrating, but please don't worry! I’ve summarised some solutions that might help resolve issues with the game resetting. Note that some of these may not work for everyone, and that these came from my experience and other players.

Please ensure that you’ve clicked the ‘Me too’ button so that team can fix the bug soon. They are aware about the issue and it would be helpful if you could include any details before you had the reset, along with the date you lost progress, and your player ID here in this thread. 

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IMPORTANT:

In order to restore your progress, you must take note of your player ID (find out here). 

Your game must also be connected to GameCentre, GooglePlay, Facebook, Twitter or EA.

• If your game is not connected to an account, you cannot have your game back. Unfortunately, there is no process in restoring guest accounts.

• If you do not have your player ID, it is still best to contact Customer Service and ask for help. In some cases, they may ask for your IP Address so that they can restore your game progress.

• If you've made any in-app purchases be sure to take a screen shot of the receipts. 

IF YOU LOST GAME PROGRESS

• Contact Customer Service. This is the best way in getting your game back. Always ask Customer Service for a roll back to the day before you lost progress. Sometimes they'll say they can't restore your progress because "there's no backup available on the server". I suggest ending that case and creating a new one so that a different adviser can help get your game back. If your game is connected, there should be a backup available on the server.

• If you’ve made any in-app purchases, send screen shots of the receipts to Customer Service. You can find out here if you’re unsure on how to send the attachments. Once you get your game back, select the Restore Purchases from settings.

• Do not delete the app. If you've done so already, reinstall the game and complete the tutorial. Connect your game with the correct login credentials and a "Welcome Back" message will pop up. Select your old game, even if it states 'Level 1'. This will take you back to 'Create your first Sim' (if you’ve done nothing to the reset game). Complete the tutorial, then contact Customer Service from the settings in the menu.

• If you fear that completing the tutorial will overwrite your old progress, you can always contact help from the EA Help website.

         EA Help https://help.ea.com/help/faq/using-ea-help

HOW TO CONTACT CUSTOMER SERVICE

You can contact Customer Service from the game. Select ‘Help’ in the settings (the panel on the right) and it will direct you to the help website. Select the green button 'Contact Us' at the bottom. You can choose to call or email Customer Service. If you are contacting by email, an adviser will get in touch with you within 24 hours. If Customer Service has not replied within the 24 hours, I would suggest ending the current case and creating a new one - this can be done through the official help website under ‘Manage your account’ and ‘My cases’ (note that you must login or register to see your cases).

If you can't contact from the game, you can also contact through EA's Official Help website by creating a new case here. You can select your country from the top right corner if you’re contacting from a different region.

HOW TO AVOID LOSING GAME PROGRESS AGAIN

Please note that these are only suggestions that have come from other players. This applies for those who have lost game progress before:

• Avoid force closing the app. This is going to differ for everyone. From my experience, the game is more likely to restart.

• Don’t delete the app. 

• On MONDAYS and WEDNESDAYS, try avoid opening the game when sticker contests and parties reset (as suggested by @laurizta). 

Next time you lose progress again, follow the steps below (thanks to @laurizta and the discord group):

Firstly, it is recommended that you learn how to soft reset your device in case this happens to you and you can soft reset immediately before your glitched version of game saves to the server. A soft reset is different to a normal/hard reset. Make sure you learn how to do soft reset. You should also learn how to clear the cache on your device.

1. Quickly soft reset your device as soon as you see the Create a Sim screen.
2. Turn on your device
3. Clear cache
4. Open your game

If the steps above didn’t work, contact Customer Service.

For support, please visit the EA Help website. For instructions on how to use the EA Help services, please refer to How to use EA Help.

HOW TO SAVE GAME PROGRESS

You can save progress by connecting the game to an account. (You can find out more here).

A backup of your game is taken onto a server. When contacting Customer Service, they’ll ask for a roll back and restore your progress by taking these saves. Unfortunately they may not be updated every day so when getting your game back, you could lose a few days/weeks of game progress.

Trying some steps below might help update your game save to the server:

• Host parties
• Reach a new level
• Reach a new lifestyle
• Make new sims
• Give stickers

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You can also read through other posts in this thread that may be helpful to you.

Note: I’ve accepted this post as a solution so that I could ‘pin’ it to the top for everybody to see. Most of these are only suggestions from other players and are not solutions that’ll restore your progress. I hope you all get your progresses back.

[Phantomlover1717]

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:

Spoiler

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:

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

[HatsuneLotus]

I’ve already contacted them and, unfortunately they couldn’t restore my progress to level 48 because “We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control”. They told me that they forwarded my concern to the studio team and advised me to post my query here so that developers would take notice. I don’t understand! Last time they could recover it but now they can’t and i’m left so distraught.. I’ve been a passionate player to this game and been playing it everyday since I first downloaded it. Was always excited about the special events but now I’m scared that items I win will disappear again when the game resets. This is very frustrating. The Pumpkin Spice story (and fireplace) I worked so hard for in the harvest event is now gone. I even woke myself up in the middle of the night just to finish the quest in time. I’m on the edge of giving up on this game. The bugs and glitches are really pushing me away. I feel that all my time and effort in it is totally wasted. I don’t want to waste any more of it if this issue is never going to resolve. I’m so attached to my sims and I have friends in this game who I talk to. I desperately want my progress back but Customer Service it being no help to me at all. I connected my game to all accounts in case I ever lose progress. And seeing that EA can’t restore it, I find it so pointless in connecting to the game. I love building houses in the Sims Mobile and I spend so much time sending my sims to work and watching ads to get simoleons and simcash. I can’t believe this is happening to me. It’s like a living nightmare. I hope there’s someone out there who can restore my account as well as other players who have the same issue as me. I wish I have my progress back, completely. I’m losing hope in this game. It is the only game I play on

[Phantomlover1717]

@HatsuneLotus do you still have the Player ID from the game you're looking for?

[HatsuneLotus]

Yes I do. Thanks for replying!

Player Id: 1003970358947

Note: They’ve retrieved progress at level 46 but I DIDNT WANT it recovered at that level. I want it to be recovered at level 48 where significant progress was made. I worked so hard for that Pumkin Spice story in harvestfest and that fireplace . I was Level 46 AGES AGO but I’m scared the progress might’ve overwritten the level 48 or something. I really hope not but I hope there is someone out there who is willing to help resolve the issue..

[Phantomlover1717]

That's really sad to hear, but if they can only find 46 I'd take that over completely restarting.

Hopefully the items from Havestfest will find their ways in to the game again. The story is going to be added to the heirloom shop. 

[HatsuneLotus]

Oh nooo!! I’m really upset nothing can be done to get my progress back. I wish EA can fix this issue and hoping this doesn’t happen to any players out there! I’m so bummed right now

[laurizta]

Happen me just the same as you and I know others players with the same situation, I am  very sad about my game,actually I spended a lot time and money, its sad EA don't try to fix this terrible bug

[HatsuneLotus]

It also happened to my friend too a while ago. I understand how upsetting it is to lose a game after spending lots of time in it. I feel this game isn’t even ready to release with all those bugs and glitches. It’s going to make more players angry if this continues

[laurizta]

EA give you any explanation about this bug happens?? Me and other players tried to triggered whats happen? but everybody have opposite situations, you have your game back, I hope your not lose agian, but I after lost 3 times the progress this month and EA dont want to give me my progress back this time, they send my case with the specialists, but maybe they never dont answer or fix my game, maybe only give a new game with 600SC its not the 10% I wasted in their app