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Re: I lost all my save game due to bugs

by Phantomlover1717

Original Post


I lost all my save game due to bugs

★★ Newbie

Recently I just re-downloaded Sims Mobile after hadn't played for a while . When opening the game it has 2 options: continue playing local (new game) and from a cloud save, after I choose to load save from the cloud my save game became LV.1. I thought I may have to finish the tutorial first but the game is heavily bugged that every sim is a floating head and crashed. So I reopen the game and found that my cloud save file became Lv.1.

I did contact the support, wait about an hour just to get the answer that they can't do anything about that and then rushed out of the conversation without anything....not even apologizing for the trouble. They didn't even try to do anything for that. I've spent sooo many hours on that save. Doesn't a big company like this have a backup file or something to solve a stupid bug like this??

Any help or idea would be greatly appreciated.

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Re: I lost all my save game due to bugs

That sounds like a very annoying situation with EA help. You do need to contact them to get this resolved.
There might have been an error with putting back your game from the cloud, and it might still be in their systems somewhere. 


You can contact them best through The Sims Mobile app. First things first, write down your Player ID or take a screenshot of it.

- Open side menu

- Click the gear icon

- Click the 'Help & About' tab

- Click 'Help'

Your browser opens

- Scroll down and click on 'Contact Us' 


Open the spoiler for picture how to get to the 'Contact Us' button:



The EA game advisor might ask you to perform a couple of troubleshooting steps you can find over here for Apple or Android. You can try those before contacting them, or while you're waiting on a reply.

If you're asked to clear data or reinstall the app, make sure your app is being back-upped to the App store or EA account.
The backup options might have turned off during a previous update. Your app will reset, but after creating a Sim you should get the popup to restore from the cloud. 


An image in the spoiler on where to find the backup options:


If you choose the 'Report Bug' option you might not receive a reply from EA. 


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:

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 contact an EA game advisor through social media:

- Twitter:
- Facebook:


do not work for EA



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