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My sims mobile content is missing?

by Kittycinder18
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My sims mobile content is missing?

★★★ Newbie

Just before EA took sims mobile off the App Store in Canada for maintenance my app kept crashing constantly making the game practically unplayable..so I deleted the app with the intention to reinstall it in hopes that it would fix that issue only to find out right after they removed the app from the store.. I am really upset considering I spent lots of money and was in the middle of a paid event. I re-downloaded the app today and my content didn’t come back. I connected that account to my Facebook right before I deleted the app but I’m not sure how to get my content back. Do I just open the app and connect to my Facebook again or will that just connect it to the new account it made me make when opening the app again. I’m so confusedFrown

Message 1 of 4 (229 Views)

Re: My sims mobile content is missing?

Hero

@Kittycinder18 

Unfortunately this is an issue that we can't help you fix from the forums. In order to get help to recover your game progress, you need to send in a Help Ticket from your in-game app.

 

A Help Ticket from your in-game account is a message that brings through needed details directly to mobile advisors. 

 

Using other methods like Facebook or Twitter will only delay support and  you will be asked to go back and send an in-game help ticket.

 

Help tickets from your mobile in-game account are the best way to contact support as they will go through directly to the mobile advisors who will be far more informed.

 

Follow the following steps:

 

    • Tap the arrow pull-out tab on the right side of the game screen.

Tapping the arrow to open the help menu on the right side of the screen in The Sims Mobile.

 

    • Tap the Settings cog tab.
    • Tap Help & About.
    • Tap Help to visit EA Help.

The Help & About button in The Sims Mobile Settings menu.

 

The EA Help site will open on your device's web browser.

 

    1. Choose your device.
    2. Select topic. Missing content.
    3. Select issue Had content and lost it.
    4. Provide your player-ID. 
    5. Select contact option Email. (Email is the best option as solving this kind of issue might take some time.)
    6. Fill in the form. Provide all information that could help solve your case.
    7. Attach screenshots that can help the advisor understand your problem.
    8. Tap on the button 'Email us'.

If the EA Help site does not open, try clearing cookies on your browser. This might help open the EA website on your device. Here you can read how to clear cookies on iPhone or iPad or how to clear cookies on Android.

 

If you are not able to open your game app, please use the following link to send in a ticket: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile 

 

If you have lost pack content or haven't received a pack, 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 2 of 4 (219 Views)

Re: My sims mobile content is missing?

★★★ Apprentice
@Kittycinder18 There should be a restore purchases in the settings in Sims Mobile, Not sure if that would help! But just let me know if it worked?
Message 3 of 4 (209 Views)

Re: My sims mobile content is missing?

Hero
@X1zac Not sure about that.
The game might have created a new player-ID for them.

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 No trabajo en EA.    

Message 4 of 4 (188 Views)
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