Re: why did my sims points disappear

@Jewells5399  Try clearing your browser cache, or use a private window or a different browser.

If that doesn't help, did you buy anything from the store?  Double charges (or more) are common, and a large purchase applied multiple times could have zeroed out your point balance.  If this is the case, or even if you don't know whether it is, you can contact EA customer support and ask for help.

https://help.ea.com/en/contact-us/

You can also check your purchase history on ea.com, under Account Settings > Order History.  This will list all store transactions, somewhat cryptically, but if you expand the details for each transaction, you'll see something like -SC100 coming from your EA Wallet, meaning you spent 100 SimPoints on whatever the item was.  You can take screenshots of these transactions to upload when you submit your support request.

When submitting the request, please choose a category like Payment Error, not Request a Refund—that can make the support rep think you want a refund on the money you used to buy the points, which isn't possible to grant.  But support can certainly restore the points you were erroneously charged.