I lost all everything

[Gamefann]

To keep it as short as possible.. I had just reached lv 25, I was refurnishing my house because I had taken everything out earlier that morning. My phone battery died so I charged it and once it was back on, I launched the game. It asked me to create my first Sim. I looked around for an answer, and saw some people had the problem fixed after playing through “the tutorial” and logging in once I was able to. Surprise surprise I was already logged in... so I kept searching for answers. Another suggested that I delete the the app, reinstall it and then do all that hooblah. So I did, and the game is asking me if I want to continue on the newly made sim, or the sim I made before deleting/reinstalling the game.

Did I just lose all the time and money I spent on this game??

Photos are the most recent screenshot before lost progress (it’s a few days before) / what I’m stuck with now

[Phantomlover1717 · Accepted solution]

Best thing would be to contact an EA game advisor about this issue.
You can do that 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/ 

[Phantomlover1717 · Accepted solution]

Best thing would be to contact an EA game advisor about this issue.
You can do that 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/ 

[Gamefann]

Thanks. I have to wait 72 hours for a reply.... that’s 3 days of not doing daily quests, but it’s better than nothing. Thanks again

[dhiasyrfia]

i have the same issues, i already sent an email but they told thay cant fix it, and i need to use the Live Chat option but couldnt find it.

pls tell me if yours is solved, i really need to know how

[Gamefann]

I’m in the same boat right now... they sent an email telling me what to do to be able to contact live chat. But the options they are saying, don’t exist.
I’m supposed to do it through my case (which they’ve marked solved) but all I can do is add more information and send another email

I tried doing it by making a new case, but no matter what set of options I choose, it seems like all of them force me to send an email.

[Gamefann]

Just got off the phone with them. It seems that more people are starting to call about it. The guy couldn’t give me an eta but said it was something they were working on figuring out. I still advise you call if you have the problem.

Idk what was different this time, it’s the same order I used to send the email, but here is what I did to get them to call me

[mrdoggie94]

Have a similar problem. Instead of my game being overwritten by the tutorial, I overwrote my sister's game accidentally, and I lost my items, overwritten by my sister's items... Also lost expansions and simcash... Because my sister hadn't expanded as much as mine and the fact she spent some SimCash and I never spent SimCash...

[Gamefann]

I think I saw your post before I made mine. Something about how you have her your old phone right??? And the items you had were sorta jumbled up with hers. How’s that case going? Have you spoken to a rep yet??

[EA_Mai]

Hi @dhiasyrfia,

If you are asked to contact us by chat or phone, but you are not getting the option, you could always use this link instead: https://help.ea.com/en/contact-us/?product=the-sims-4&platform=pc&category=technical-support&issue=g...
Once the chat starts, remember to let the adviser know your issue is with The Sims Mobile.

As @Phantomlover1717 was explaining, you could also use Twitter or Facebook:
https://answers.ea.com/t5/Technical-Issues/I-lost-all-everything/m-p/6738829#M1407

Cheers,
-Mai

[Gamefann]

That link is for the sims 4 on pc.. not the sims mobile, on mobile... but if it’s the same team you guys have answering calls for both games and all devices then cool.
Thanks for the input.. but is it possible that we’ll get some kind of announcement letting people know that it’s a known issue?? Four people here have already struck this thread as a problem they too have, and there are even more on the Facebook page. It seems like I’m giving out more helpful answers to other players, than I’m receiving from EA. There are people who’ve been a lot further and spent a lot more on the game that I have and all we are getting is you guys saying to call, then when we call you say “it’s a known issue, more people are complaining about it, we can’t do anything yet.” So I’m supposed to keep calling every day? Is twice a day good?? Maybe more? Luckily I posted on Facebook that people should take a screenshot of their player ID, but those of us who have already lost our hard work and money will just have to wait through your uncertainty?? At least tell us publicly that you know there is an issue and it’s being worked on. This isn’t a hot tub glitch, or a missing baby bug, or a deformed sim bug, or a missing items bug. You’re taking people’s progress and resetting it. You’re taking people’s money and pocketing it, giving them nothing to show for their purchase. And all you’re telling us to do is “live chat with us” and all the live chat rep is saying is “we can’t do anything, stay active on the forums” and on the forums we have to wait days for any response to the thread, and even then the response is an EA rep giving credit to users who said to contact EA, and not sharing any useful info