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Re: Lost almost all content although it should be saved

by ell1002xx
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Lost almost all content although it should be saved

★★★ Novice

My game wasn't loading, so I tried to reinstall it. I'd linked my accounts to it, so my progress was saved. In fact, when I did something similar in the past, I was able to load everything I had. However, this time, when I opened the app and finally was able to pick the option that uses my saved progress, it appears to have loaded incorrectly. For instance, even though it kept the three sim slots, only one of them was there. Further more, the house was back to the original layout, and apart for some items, mainly the ones I had in my inventory, everything was gone. My Player ID is 1004691890324.

Message 1 of 14 (2,880 Views)

Accepted Solution
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Re: Lost almost all content although it should be saved

The best thing at this time is to contact an EA game advisor about this issue @vikgames2001 .

 

 


Due to COVID-19/Corona support is a little different than you're normally used to. Waiting times are also longer.
- Phone support is currently closed.
- Arabic and Dutch support languages aren't available.
- English support times are Mon-Sat from 8 AM to 11 PM UTC

More information is available in this post: https://answers.ea.com/t5/General-Discussion-Feedback/IMPT-Support-Options-Update/m-p/8864082#M24974

 


 

You can contact them 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/

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do not work for EA

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Message 2 of 14 (2,841 Views)

All Replies
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Re: Lost almost all content although it should be saved

The best thing at this time is to contact an EA game advisor about this issue @vikgames2001 .

 

 


Due to COVID-19/Corona support is a little different than you're normally used to. Waiting times are also longer.
- Phone support is currently closed.
- Arabic and Dutch support languages aren't available.
- English support times are Mon-Sat from 8 AM to 11 PM UTC

More information is available in this post: https://answers.ea.com/t5/General-Discussion-Feedback/IMPT-Support-Options-Update/m-p/8864082#M24974

 


 

You can contact them 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

Message 2 of 14 (2,842 Views)
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Re: Lost almost all content although it should be saved

[ Edited ]
★★★ Novice

I did that yesterday, I don't think I got any replies yet (or at least I'm not finding them xD)
Right when this happened, I tried to create a post here, but I wasn't able to load the page. Still, I ended up reading I should contact support, and that's what I did.

Message 3 of 14 (2,824 Views)
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Re: Lost almost all content although it should be saved

[ Edited ]
★★★ Novice

Issue on its way to being solved (thanks messenger xD)

Message 4 of 14 (2,773 Views)
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Re: Lost almost all content although it should be saved

★★★ Newbie

I was wondering how you got to solve this issue, I’m having the same problem and I’m having no luck getting it solved. Thanks if you can help☺️

Message 5 of 14 (2,565 Views)
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Re: Lost almost all content although it should be saved

★★★ Novice
@ell1002xx From my experience, I'd say:
Contact the support team, as mentioned above - I got a fast reply through Facebook (Messenger), but any method will do;
You'll be asked some questions, try to provide them with the information they ask you for, such as your player ID and which accounts you linked to your game;
Be patient, my game is already on its way to being solved but it hasn't happened yet.
I hope this helps you in any way!
Message 6 of 14 (2,555 Views)
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Re: Lost almost all content although it should be saved

★★★ Novice

With that said
I've talked with 7 different people so far XD
Will it be solved by the end of next week? Who knows? Wondering That's easy.

Spoiler
No one.
Message 7 of 14 (2,394 Views)
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Re: Lost almost all content although it should be saved

★★★ Novice
Update: It has been fixed!
Message 8 of 14 (2,133 Views)
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Re: Lost almost all content although it should be saved

★★★ Novice
@vikgames2001 Please tell me how?? I've had this problem since last November and no one on the support team has actually helped. Thanks!
Message 9 of 14 (1,619 Views)
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Re: Lost almost all content although it should be saved

★ Apprentice

Can you please share how this was fixed. I’ve also lost all sims and items that weren’t in my inventory and spoken to two people so far and they are clueless and said they can’t restore in game inventory 

Message 10 of 14 (1,313 Views)
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