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My sims have all vanished except for 1

by lachockita266
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My sims have all vanished except for 1

★ Newbie

And now all I have left are white boxes with Xs. I redownload and nothing has been fixed. Anyone else deal with this?

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Re: My sims have all vanished except for 1

That is strange @lachockita266! I'd suggest contacting EA to have them look at it, maybe even restore a backup. 

You can do so 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
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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

 

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