December 2015
December 2015
Hi @musicprincesscm,
Not all issues can be resolved by an Advisor. Please check the following thread if you are looking for general information or troubleshooting steps: [Read First] Index of FAQ, common issues and useful threads.
You will also find a useful guide on how to get in contact with support here: How to contact a Game Advisor using the new EA Help page.
Finally, here is a summary of the most appropriate categories and sub-categories to select when using the contact form.
Issue |
Main category |
Sub-category |
Comments |
Missing characters |
Missing content |
Had content and lost it |
Make sure to check How to retrieve missing/stuck characters before contacting CS. Some characters can be retrieved by yourself. |
Missing donuts I want them back |
Missing content |
Had content and lost it |
Make sure to log out and log in again and check your inventory. Please wait 24 hours before contacting CS.
Tips: Don’t forget to turn on “Confirm donut spend” after each updates. |
Missing purchase I want my items |
Missing content |
Never received content |
|
Missing donuts I want a refund (Apple iOS) |
- |
- |
Please contact Apple support. |
Missing purchase I want a refund (Apple iOS) |
- |
- |
Please contact Apple support. |
Missing donuts I want a refund |
Missing content |
Never received content |
|
Missing purchase I want a refund |
Missing content |
Never received content |
|
I can’t make a purchase Billing question (Apple iOS) |
- |
- |
Please contact Apple support. |
I can’t make a purchase Billing question (Android) |
- |
- |
Please contact Google Play support. |
I can’t make a purchase Billing question (Amazon app store) |
- |
- |
Please contact Amazon support. |
Cannot install the game |
Technical support |
Installation |
|
Cannot retrieve my Springfield |
Technical support |
Game progress issue |
|
Stuck at loading screen |
Technical support |
Connectivity |
|
Click on the app, nothing happens |
Technical support |
Game won’t launch |
|
Error message cannot access server |
Technical support |
Connectivity |
|
Crash |
Technical support |
Game performance |
|
Hope that helps.