2 weeks ago
Product: The Sims Mobile
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPad 2019 model
OS Version 14.6
How often does the bug occur? Occasionally (10% - 49%)
Steps: How can we find the bug ourselves? Purchase sweet treat golden ticket and did not receive anything. A popup appeared to restart the game to continue the transaction. I did and nothing happened. I have been charged by apple. Twice as I did it twice to see if it worked after restarting the game.
What do you expect to see? Sweet treat tokens, pro mixer actions, 6 more challenge attempts. None of these were received.
Connection Type Wifi
Please select your region North America
Country United States
Bought grand mansion sweet treat pro ticket and did not receive anything. A popup said to restart game to continue the transaction - see attachment. I did and still did not receive anything. I also had the where is the network error earlier. But was able to load the game after several minutes. But then this issue with the purchase transaction occurred. I tried it twice so have been charged $9.99 twice by apple. Also need a refund.
2 weeks ago
Unfortunately this is an issue that we can't help you fix from the forums. You should first contact Apple and request a refund.
If Apple can't give you a refund, you will 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.
You will need to 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.
Follow the following steps:
The EA Help site will open on your device's web browser.
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
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
2 weeks ago
Hi SalixCat, thanks for the response. I will contact EA as well if Apple won’t help. This has happened a few times on purchases and sometimes Apple will refund, and sometimes they don’t. It’s frustrating as contacting EA’s support has not been positive experiences.