Re: Sims free play stuck on age screen

Hello @Olivianariah,

What happens after you select an age? Also, are you on iOS or Android?

Arrenai 🐱

I’m on iOS and iPhone XR and it’s stuck on the age, but on my iPhone 6s it works?! 

Hello @kelc35,

Thanks a lot for the update! I'll take a look into this and will try to get back to you in the next couple days.

Arrenai 🐱

Hello @kelc35,

I sincerely apologize for the wait. I've taken a look and we've had difficulty reproducing the issue on our end. If the issue is continuing, please try the following and let me know how it goes:

1. Try flipping the phone from one side to another (top on the left -> top on the right), as the adjustment of the screen can cause the resolution to re-adjust on the phone. (A quick trick I've done with other apps that have had issues for me before.)

2. As it's getting stuck at the age verification screen and a save game hasn't been initiated yet, please try uninstalling and reinstalling the app to see how it goes.

I look forward to hearing from you.

Arrenai 🐱

I have the same problem. Deleted and re-installed the app, then installed the latest software. No luck. Using an Air 2. The app worked fine for my child on his old mini 2.a few days ago. Also, he typed his age in, and it loaded for him, despite him being under 12.

Hello @VideoHusky,

While those who are underage for their region can play mobile games, it may block them out of social features or methods of saving the account (such as linking to Facebook).

https://help.ea.com/en-us/help/account/online-access-for-child-accounts

As for the inability to get past the age verification screen on the Air 2, thanks for the information. Just to run through some troubleshooting with you, please try closing all background apps. You can also clear your Safari cache to see if it is affecting your in-game interactions.

Please let me know how it goes.

Arrenai 🐱

Hey, I’m also having this problem on my iPhone XR. I’ve reinstalled the game a bunch and it still hasn’t worked - does anyone have any solution at all to this?

I have never had this problem before this update. Now, I cannot get into my game. I have tried all of the suggestions listed multiple times.

Hello @Wymania and @gemmasmith357,

What types of devices are you trying to load The Sims FreePlay on? So far, a few people have had issues with the iPhone XR and iPad Air 2, but we're having difficulty reproducing it on our side. Any additional information about types of devices and how it behaves before/after the troubleshooting listed can help a lot.

Arrenai 🐱

I am using an iPad Air. Thanks.

I’m also using an iPad Air and it’s up to date with updates it extremely frustrating I’ve Lso contacted ea and had no reply 

Nothing happens at all it just stays on the screen I tried to upload a video but won’t let me 

I just tried again, entered my age and hit the “return” key on my Bluetooth keyboard, nothing. I hit tab, return, tab, and it entered the game. Could be a fluke but it got me in. Tapping “continue” did nothing.

I am having this same problem. I have tried uninstalling and reinstalling the app and turning my screen. Noting works to get past my age setting. 

Hey there, @akfrancis84.

To help gather more information, which phone are you attempting to play Sims Freeplay on?

Arrenai 🐱

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I’m on the newest IPad Pro. I believe I had it working a while ago to try out the AR demo. But now it updated. I was asked to put in my age (29) and hitting continue makes the pop sound then nothing happens at all. I’ve restarted my iPad, tried flipping the screen around, entering different ages, clicking the button repeatedly, and tried waiting much longer. All to no avail. This happened today.

The exact same thing is happening to me. Used to play sims free play on my iPhone 8 but when i got the upgrade would not let me get past the age screen. I’d put in my age press continue, and nothing would happen. I am very frustrated as I have played this game for a very very long time and have had lots of trust in it. I thought that the newer your phone, the better games run on it. Guess that works for every game but ones made by EA. 😬

I’m having the same problem since the update :

- my game wouldn’t update so I deleted it and reinstalled it.

- when I open the new game, I’m stuck at the age screen. I write the age and tap « continue » but nothing happened.

- uninstalled and reinstalled the game several times, nothing changes 

- made the connection on and off several times, nothing changes 

- put the iPad on and off several times, nothing changes 

N. B. The game was working perfectly till the update this morning.

          I tried the chat help on ea help page which is not working as well