June 2021
I tried to switch my game from my iPhone 7 to my OnePlus 5. It gave me the prompt that I have saved data so I’d like them to transfer it over only for the game to glitch out and get me stuck on this screen:
I decided to not continue and delete the game on my OnePlus only for the game to look just like this! I’ve already lost so much of progress, I didn’t want to try and delete the game on my iPhone. Please help.
June 2021 - last edited June 2021
Unfortunately this is an issue that we can't help you fix from the forums. In order to get help to recover your game progress, you need to send in a Help Ticket from your in-game app.
A Help Ticket from your in-game account is a message that brings through needed details directly to mobile advisors.
Using other methods like Facebook or Twitter will only delay support and you will be asked to go back and send an in-game help ticket.
Help tickets from your mobile in-game account are the best way to contact support as they will go through directly to the mobile advisors who will be far more informed.
Follow the following steps:
The EA Help site will open on your device's web browser.
If the EA Help site does not open, try clearing cookies on your browser. This might help open the EA website on your device. Here you can read how to clear cookies on iPhone or iPad or how to clear cookies on Android.
If you are not able to open your game app, please use the following link to send in a ticket: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
If you have lost pack content, have valid proof of purchase available for advisors. Purchases on mobile aren't made on Origin aka EA's tool, they are made on either Google Play or iTunes so in order for support to confirm that there was a payment made they will need valid proof of purchase. Once they verified the purchase they can check if the content is on the account,. If it's not the advisors will take it from there.
June 2021
June 2021
@Mayfees442 If you read my previous post, your'll see it also says what to do in case you can't open your game.
If you are not able to open your game app, please use the following link to send in a ticket: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
June 2021
Thank you so much for the help @SalixCat . Unfortunately, EA Help was unable to help. According to them, they couldn’t retrieve any previous data. Maybe it’s a sign to move on and enjoy other things. I surely enjoyed my time on it and so happy to be exposed to such a loving and helpful community.
June 2021
So sorry @benjaming1205 I'll ask if someone can look into this.
June 2021
Hey @benjaming1205
Since you already have been in touch with CS and they can't see any saves backed up to this game, the suggestion would be for you to start up your iPhone, log in to the game and try to save your game progress. Once you've done that, contact support again.
June 2021
Hmmm..
I’ll try to do that, @SalixCat . I’m not sure if this is related but during my conversation with the CS they’ve only requested for my EA Account which unfortunately wasn’t linked but I remember my Facebook and Game Centre were. I’m not sure if that could help and I wasn’t sure if just mentioning the EA Account would just list everything but it’s worth a try.