Lost Progress | Please Help :( [ Edited ]

[thej3nni]

This was really my worst fear while playing The Sims Mobile: losing my progress in this game.

Being an active player since October 2018, my progress has been saving through Game Center. I have the app on my other device (which I left at home), but I decided to make space on my mobile device to try and complete the Cozy Home Sweet Treats event in time. But when I downloaded and opened it up, my account went from Level 50, all the way back down to 1. When I chose the option to load the game from the cloud, it said that it was at Level 50. But when the game loaded it went back to level 1 and when through the introductions.

I contacted EA support through chat but they basically said there was nothing they could do... They were willing to compensate some money back, but all my hard work was through my own time and effort. All I want is to get back the progress of my game.

Do any of you know if someone could help backtrack to my previous progress to a few hours ago before all this mess happened? Or could deleting the app from all devices, then disconnecting from Game Center and trying to sign back in do anything? I'm worried that my data got overridden and there's no way to turn back.

It hurts my heart to know that I probably lost everything... I'd appreciate any help. 

[SalixCat · Accepted solution]

@thej3nni 

I'm very sorry you are going through this issue. 

There is a post that summarises almost everything about losing progress based on players experience. Here's the link:  https://answers.ea.com/t5/Technical-Issues/Game-progress-reset-to-level-1/td-p/7208908/page/8

I would suggest that you contact EA again but  this time not on chat. You can contact EA through this link: https://help.ea.com/en/contact-us/

First you will need your player ID. You probably know already that's the number on the top right corner of your screen when you open the app.

Scroll down on your browser and tap on the button Contact Us.

Tap on Technical support and Game progress issues.

Type your Player ID. 

Tap on the button Select contact option.

Scroll down and select Email. This is the best option for your case. Fill in the form and attach screenshots of your game. 

An EA Advisor will email you within 24 hours.

[SalixCat · Accepted solution]

@thej3nni 

I'm very sorry you are going through this issue. 

There is a post that summarises almost everything about losing progress based on players experience. Here's the link:  https://answers.ea.com/t5/Technical-Issues/Game-progress-reset-to-level-1/td-p/7208908/page/8

I would suggest that you contact EA again but  this time not on chat. You can contact EA through this link: https://help.ea.com/en/contact-us/

First you will need your player ID. You probably know already that's the number on the top right corner of your screen when you open the app.

Scroll down on your browser and tap on the button Contact Us.

Tap on Technical support and Game progress issues.

Type your Player ID. 

Tap on the button Select contact option.

Scroll down and select Email. This is the best option for your case. Fill in the form and attach screenshots of your game. 

An EA Advisor will email you within 24 hours.

[thej3nni]

Thanks for your response, I will give that a try.

[thej3nni]

I just wanted to give a quick update about the situation: I got my progress back! (Sadly I was not able to complete the Sweet Treat Event event with the nice fireplace and animated chimney, but it'll be alright.) The first time I made a case, it was soon marked as a "duplicate case", which was frustrating because I never got a response in the first place. So I resumed the case and sent the message again, and luckily another representative from EA Help was much more understanding and sympathetic about the situation. He rolled back my progress to 2 days before my game reset and even compensated 100 SimCash for the mishap.

Thank you @SalixCat for suggesting me to email EA instead, and guiding me to the thread where other people going through the same problem! Their discussions in that post helped a lot.

[SalixCat]

@thej3nni I'm very happy for you!  You got your game back almost intact. I have experienced that contacting EA through the game is best.

Now, be sure your game is linked to one or several of the options (EA, Facebook, Twitter, Apple Store/Google Play) to be sure your progress is saved.

https://help.ea.com/en-us/help/the-sims/the-sims-mobile/save-your-game-progress-in-the-sims-mobile/

Will you try the event that starts today? https://answers.ea.com/t5/Game-Information/11th-of-December-2019-Holiday-Sweet-Treat-Showdown-event-...