Purchased 3star Talented, but doesn’t show

[Jazzy0507]

I purchased a level 3 talented heirloom and it took 50 luxe points but didn’t didn’t give me the heirloom and it still shows as unpurchased. 

[givememore86]

@Jazzy0507 did you see the chest animation?

[givememore86]

Do you even have talented 1 and talented 2?

TBH I'm glad you're getting it in your store, been here a year-and-a-half and I hardly get anything new.

[givememore86]

But since I wrote this comment I just got a new offer for tinker 2 stars and just bought it for 50 Lux tickets. Transaction went through.

Maybe you didn't have enough tickets and you thought you did??? 🤔

[Jazzy0507]

I definitely had enough since I completed  the baking event and was sitting at 46, but converted some green and blue tokens for duplicates and got up to 50 luxe and bought it. I would have done a ss had I anticipated not getting it or if I had prior issues. 

Ans yes, I have a 1 and 2 level. 

[givememore86]

@Jazzy0507 I think I would put in a ticket then. 50 tickets is hard to come by. I hope this gets resolved for you.

[Phantomlover1717]

I agree with @givememore86 the best thing at this time is to contact an EA game advisor about this issue. 

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

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 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/