I lost everything, but not my account.

[snnirmk]

I am playing since the first months but yesterday (On Nov 1, 2020) when I reinstalled game I saw two options. As usual, I chose "cloud" option. But then the loading screen came and I started from the tutorial. I tought I chose wrong option and reinstalled game. But now when I entered game it asks which game I want to contine with but it looks like my Google Play backup is also on level 1 rn. I can't login to game.

please help I spent LOTS OF money on that game...

[SalixCat]

Unfortunately this is an issue that we can't help you fix from the forums.

You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.

[snnirmk]

Well, I just said I cannot login to the right account. And how do we send an in-game ticket?

[SalixCat]

@snnirmk This is the alternative when you can't access the game.
https://help.ea.com/en/contact-us/?product=the-sims-mobile

[snnirmk]

It is stuck on "we are crearing your case" page. What should I do?

[SalixCat]

@snnirmk Can you open an incognito window on your browser and try again?

[snnirmk]

Didn't work