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Re: Lost game progress

by Phantomlover1717
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Lost game progress

★★★ Novice

Hello, I’ve been trying to contact EA to report my lost progress in the sims mobile. My game was acting up after the update when trying to download the data, now my whole progress is gone. And in the cloud it only has the one from 5 days ago. Level 1. 😬

Message 1 of 9 (441 Views)
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Re: Lost game progress

Have you been able to contact EA? Here is the info on contacting them:

 


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 9 (368 Views)
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Re: Lost game progress

★★★ Novice

Hello, I was able to get help. Sorry for the late response. Unfortunately my game progress can’t be restored. It’s ok I guess. 

Message 3 of 9 (311 Views)
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Re: Lost game progress

Oh no @staraitana that isn't good news Frown sorry to hear!

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Message 4 of 9 (288 Views)
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Re: Lost game progress

★★★ Novice

Thank you. me too as I was on level 42 😭 

Message 5 of 9 (272 Views)
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Re: Lost game progress

That is even worse! Make sure your back up options is connected after every update. I guess they weren't this time and you lost all progress? Or was there another reason?



Spoiler
backup.jpg

 

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Message 6 of 9 (227 Views)
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Re: Lost game progress

★★★ Novice

The backup was on I was connected to my EA account. When updating I had problems with downloading the data on a connection. My WiFi and mobile data was giving me problems. I deleted and reinstalled but somehow my saved game was overwritten with a new fresh one 😭

Message 7 of 9 (219 Views)
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Re: Lost game progress

Devil Oh no! That's terrible! 

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Message 8 of 9 (215 Views)
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Re: Lost game progress

★★★ Novice

☹️ I deleted the whole app. Don’t want to start fresh. ☹️ Not much can be done now

Message 9 of 9 (200 Views)
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