Reinstalled due to game not loading, now all my furniture is gone!!

[annieclamp]

Hey there praying to the Sim gods someone can help me out with this.. So the app wouldn’t load, had been working fine all day, after ages of trying I decided to uninstall and reinstall as I had done before and had worked fine, this time after going through the tutorial again and being asked if I wanted to reload my saved progress I pushed yes as I did last time and now my whole house is empty and not any of the items in it are in storage!! I’ve spent SO much time and effort, not to mention some money here and there too and now it’s ALL gone! :O  even my progress in the Halloween event, the size and layout, wallpaper etc is all the same and sims, apart from two babies also missing but still in the portrait, so I’m completely stumped on how to get it all back, can anyone advise me here? Thanks (:

[whackywhippet234]

I know i can't help you but, my game isn't loading either. I even tried to comment on something and got an error before. Maybe thats what I'm experiencing too. I rlly hope you get it back or, EA refunds it by giving you free cash or all the items from the event. Wishful thinking though.

[Phantomlover1717]

It sounds like you need to be reverted back in time.... So 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/

[SC2kfine]

I have the same issue, also yesterday. What I have left: player level 49, purchased property areas, money and tickets, booster items, anything in storage, clothing, heirlooms, accessible professions, 3 character slots. Gone: all characters, all Halloween progress, house and all furnishings, access to all profession buildings (some re-opened for free, then it started wanting me to pay). I'm not sure if I still have the room shapes I purchased. The game is still trying to get me to work thru the tutorial and make more (totally new) characters. Family history is also gone.

[snvxgwatx89d]

I am having the absolute same problem. Thought I had to redownload the app because I thought it going down was on my side but after figuring out it was on EAs side I waited till servers went back up. I also went through the tutorial and said yes to reloading my previous game. Same as you all my furniture including the doors and windows were gone. My layout was the same as well as the wallpaper and my sim family was still there. I had also lost all my progress and all the candy corn I was saving in the Halloween event. I had tried yesterday to contact someone in live chat but the que was so long it had closed before my number even was up because their offices had closed. I had contacted them multiple times on twitter both the eahelp and simsmobile handles and no responses from either.

[SC2kfine]

This is a pretty horrific screwup. I thought their last botched update, turning all the non-character textures to hash on Fire HD tablets, was really bad. But that was at least playable, if ugly.

[snvxgwatx89d]

@SC2kfine I agree. I wonder if there are more people out there with the same problem as us. Still no response from anyone on twitter or here and que is so long for eahelp.

[SalixCat]

@snvxgwatx89d 

@SC2kfine 

If you have lost items and game progress, 

you should contact EA help as @Phantomlover1717 has suggested. 

[chirba97]

I have the same problem. It's frustrating to see so much trouble and still there isn't any promise that this game will ever return our stuff back

[Luc1a22]

I’m having the exact same problem. My furniture is all gone I literally have cried for a whole day.  Someone help me!!!!