Help us improve Answers HQ! Take Survey No, Thanks

I’m stuck on loading screen!

by JamaicanGirl01
Reply

Original Post

Highlighted
Accepted Solution

I’m stuck on loading screen!

[ Edited ]
★ Apprentice

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone 7
OS Version iOS 12.4
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile )
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Idk but I need a fix ASAP!
What do you expect to see? My game working and loading quickly again!!!!!
Connection Type Wifi
Please select your region North America
Country United States
Additional feedback I’ve been having trouble loading onto my 2nd account for months! I’m constantly being stuck on the loading screen and I have a great WiFi connection. I’ve uninstalled and reinstalled so many times,I also tried using another device. NOTHING WORKS! I even just got the new update STILL WON’T LOAD! I’ve reached out to the community manager on twitter multiple times NO RESPONSE!!!

PLEASE FIX THIS,IT’S REALLY ANNOYING!

Message 1 of 5 (1,498 Views)

Accepted Solution
Highlighted

Re: I’m stuck on loading screen!

The best thing at this time is to contact an EA game advisor about this issue.

You can do so 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:

 

Spoiler
collage.jpg

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:

Spoiler
backup.jpg

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: 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 contact an EA game advisor through social media:

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

-----  

do not work for EA

 

Signature.png

Follow me on Twitter

View in thread

Message 2 of 5 (1,473 Views)

All Replies
Highlighted

Re: I’m stuck on loading screen!

The best thing at this time is to contact an EA game advisor about this issue.

You can do so 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:

 

Spoiler
collage.jpg

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:

Spoiler
backup.jpg

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: 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 contact an EA game advisor through social media:

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

-----  

do not work for EA

 

Signature.png

Follow me on Twitter

Message 2 of 5 (1,474 Views)
Highlighted

Re: I’m stuck on loading screen!

★ Apprentice
@Phantomlover1717 Thank you but yes I’ve done all that LITERALLY EVERYTHING! I contacted EA help about my second account and they managed to mess up my main account. This is not an issue on my end it’s EA servers or whatever.
Message 3 of 5 (1,452 Views)
Highlighted

Re: I’m stuck on loading screen!

Community Manager

@JamaicanGirl01 

 

I'm sorry to hear about the loading issues you're having with your account. It's concerning to hear what happened last time you reached out to our Support staff and that is important to bring up when you contact them again regarding this so there is extra care when they take a look at your account. Since you said it won't load on multiple devices it doesn't sound like it's coming from your end and is account related in which our Live-Support team will need to pull up to fix. 

Our forum staff nor players here will be able to pull up EA accounts to get this addressed. Please reach out to an EA Advisor as soon as possible so they can help get you back to simming this weekend.

Click here to speak with an EA Advisor



Stay and Play.png
Message 4 of 5 (1,429 Views)
Highlighted

Re: I’m stuck on loading screen!

★ Apprentice

I’ve tried EA help they can’t do anything about it. It’s a bug and I’m not the only one experiencing this. I just want my account back. We need a bug fix update please. 

Message 5 of 5 (1,387 Views)
Twitter Stream