Community ManagerHi, I wanted to circle back and let you know I passed this along, and it's being looked into. Thanks for sharing those updates and the images
Hello EA_LANNA, I would like to provide an important update, as the behavior has shifted with today's daily update, but the main issue unfortunately persists depending on how the ad is triggered:
What I noticed before today's update:
1. Conflict with In-Game Billboards: Some of the brands that consistently caused the frozen ads (like June’s Journey, Gossip Harbor, or TikTok) started appearing directly on the in-game billboards around the city. It seems there is a code conflict within the game when the same ad campaign tries to load as an in-game asset and in the video ad-player at the same time. This would perfectly explain why the player used to cut out at the 21-28% mark.
2. The Temu Phenomenon: With the Temu ads the screen stayed completely white for about 3 seconds until the 'X' appeared, showing only a tiny text at the bottom saying 'Spare bei Temu' with an arrow (Screenshot attached).
Behavior after today's Daily Update (Important distinction based on trigger):
● Via the Prize Wheel (Partial success): The two ads I watched through the prize wheel feature remained completely black, but the timer bar kept running normally. The ad (TikTok) ran 'blindly' in the background, the end-screen appeared, the 'X' worked, and I received my reward.
● Via City Pop-ups (The issue persists): However, when I clicked on an ad pop-up directly inside my city (June’s Journey and Gossip Harbor), the videos actually played through, but they could not be closed at the end. Consequently, I received no reward for them.
It looks like the bug behaves differently depending on how the ad is triggered. While the prize wheel system seems to handle the workaround better, the city pop-up system remains highly unstable and completely blocks rewards at the end—especially with brands that share in-game billboard assets.
Community ManagerCommunity Manager