Missing Content Sims Mobile

by CharlieDaisy12
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Original Post

Re: Missing Content Sims Mobile

Hero

@GalaxySta1 @emmazareen @yuriannii 

 

Unfortunately this is an issue that we can't help you fix from the forums.

 

Please follow these directives:

 

    • You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
    • If you have issues accessing your game, there is an alternative for you. Make sure to provide your Player ID when explaining your problem, will make things faster!
    • 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.

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 No trabajo en EA.    

Message 11 of 16 (616 Views)

Re: Missing Content Sims Mobile

★★ Novice

Your funny. I did this in July 2020, still not fixed, wasn’t expecting any help on here. Just highlighting the pure incompetence of Ea help. 

Message 12 of 16 (601 Views)

Re: Missing Content Sims Mobile

★★ Novice

Hi, I finally received an answer from EA the other day that I should request a refund from Apple support. All good now. Thanks.

Message 13 of 16 (591 Views)

Re: Missing Content Sims Mobile

★★★★★ Apprentice
@emmazareen Agree with you here. My concern about a pack I bought last year has missing contents when the game restarted. Its more than a year now since the issue was raised, STILL no concrete response. Then just last month I had the same issue AGAIN. They robbed me off TWICE. Just WOW! I think EA Team should step up their customer service.
Message 14 of 16 (524 Views)

Re: Missing Content Sims Mobile

★★ Novice
@emmazareen I've been having the same problem, I reported the problem multiple times but they never get back to me.
Message 15 of 16 (495 Views)

Re: Missing Content Sims Mobile

[ Edited ]
Community Manager

Hi folks,

 

@GalaxySta1 and @Rh0deIsland please ensure to send in a ticket from your game, include your player id and supply proof of purchase exactly as outlined as the support team can't accept variations from that. 

 

@emnemii, I can see that you've updated your ticket recently. Please allow some time for an agent to review and respond. 

 

@emmazareen I'll connect with the support team to let them know you've reached out here in regards to your case. 

 

@yuriannii and @elvici, glad to hear you could get sorted. Thanks for updating the thread. 

 

Aside from this advice, I'm afraid there isn't anything additional we can suggest as we are not equipped to assist with this cases from the forums. This will require getting in touch with the support team and providing the needed information exactly as requested to receive further assistance if you've missing purchases. I'll lock this thread here to limit further necroposting.

 

Thanks, 

 

EA_Lanna 

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