Lost house after update

[tonicmole]

After the latest update on Nov 26, 2019 my Sims house and belongings disappeared and were replaced with a level one house. Also in the level 1 house I’m unable to clean up the trash, fix the bed or toilet. I thought that my current house would have been moved into the new neighborhood system, but that was not the case.  

[Phantomlover1717]

That is really weird! Do you still have the player ID of the account your first house was on?

If so I'd recommend contacting EA, having them peek in to what can be done to restore you game.

You can do so through The Sims Mobile app.

- 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

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

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/