4 years ago

Wrong Persons ID/Profile in Gallery on shared PS4/5

Product: The Sims 4
Platform:Sony Playstation 4
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? SP13: 1.assets.live-sp13.228
What expansions, game packs, and stuff packs do you have installed? All Expansions and Game Packs except Baatu, Werewolves, My First Pet Stuff. Country Kitchen Kit, Courtyard Oasis Kit, and Blooming Rooms Kit -- no other Kits installed.
Steps: How can we find the bug ourselves? I don't know. I'm seeing it only in her Gallery Profile page -- see the attached PS4 screenshot.
What happens when the bug occurs? My mother's profile (DianaIncognito) shows my Gallery Profile (Ashemiku) on the PS4 and the PS5. She is unable to upload any lots or sims to her own profile. She is also unable to follow anyone, because they show up as my followed creators. Under my PSN, I see only my own information, as you would expect. If is search for her ID, I can see her one uploaded Sim from prior to this issue. Our Libraries are separate and only show our own items.
What do you expect to see? I expect my mother (DianaIncognito) to see her own profile and be able to upload sims, lots, and houses to her gallery as expected.
Have you installed any customization with the game, e.g. Custom Content or Mods? On console - never used.
Did this issue appear after a specific patch or change you made to your system? No

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(We are also seeing this issue on the Playstation 5, but it started on the Playstation 4).

Please see the attached screenshot of my mother's Gallery on PS4 -- you can see her ID in the top right (DianaIncognito) but it's my profile (Ashemiku) in the Gallery. We tried deleting her User Data file, and then her My Library file, but neither created a change. When she is in a saved game and opens the Gallery, she sees the same information. I do not see her information when I sign in under my PSN -- everything shows as me (Ashemiku) as I would expect.

We verified our EA accounts, and her PSN is linked to her account and my PSN to mine, so there isn't a mismatch conflict. This just started happening on the PS5 within the last month but has been showing like this on the PS4 for months now. I wasn't aware of the issue until this month, when it began happening on the PS5. We did not notice the issue as happening after an update.

My mother copies her saved games back and forth from PS5 to PS4 as they are in different rooms, using the PS Plus Online Storage. She does not copy any other files, only the individual save game files.

playstation

xbox

11 Replies

EA_Solaire
Community Manager
4 years ago
Hi there @ashemiku,

Are both of these PSN ID's linked up to the same EA account, or are they on separate accounts?
ashemiku
4 years ago
They are on separate EA accounts -- my mom's ID is linked to hers, and my ID to mine. I checked on our EA account info pages.
EA_Solaire
Community Manager
4 years ago
@ashemiku

Typically this issue would pop up if both PSN ID's were linked to the same EA account. Please go ahead and reach out to the live support team so they can look over your account details with you and see what would be causing this- we wouldn't have access to look into those specific account details here on AHQ.

You can get in touch with live support from the help site here, or you can contact in through Twitter or Facebook as well.
PeachyFreak
Rising Rookie
2 years ago
I am having the exact same problem and no amount of searching on the supplied help pages or anything is getting me to an actual person to help. None of the FAQ or anything is helpful. What EXACTLY do I have to do to get this problem solved?
ashemiku
2 years ago
If you figure it out, please let me know! EA Support refused to help me. They said you cannot have a Playstation ID decoupled from an account. I don't know if I got a bad rep, but I was so frustrated I just gave up.
My mom is basically unable to use the gallery on Playstation anymore which is deeply frustrating. On the PC her account is fine, so it's definitely a PS issue.
My only thought is this: years ago, my mom played Dragon Age 2 and accidentally bound her PSN to my EA account via my Bioware account. Not sure why that would suddenly cause a problem now with the Sims, especially since it didnt start until she was playing for several months. Unless it is a playstation glitch, which we should not be punished for.
PeachyFreak
Rising Rookie
2 years ago
I was finally able to directly contact EA customer support (which honestly shouldn't be so convoluted and difficult to do!) and the issue was that my son previously used my EA account and so his playstation account and mine were both bound/linked to my EA account. Support removed his playstation account... BUT unlinking his possibly made him unable to access his own stuff from Sims. Not a big deal for us because he never played seriously anyway... But that is a risk.
ashemiku
2 years ago
Interesting.. maybe I'll try again. Seems like I did get a bad rep, which is unfortunate.
Can you clarify the part about not being able to access his own stuff? Do you mean saved games, or the gallery, or something else? I'm trying to figure out if attempting a removal is worth it for her at this point, as she has a lot of old saves.
PeachyFreak
Rising Rookie
2 years ago
@PeachyFreak @ashemiku

Maybe this will help 👇🏻
Please go through the below link to link/unlink your platform account on your end in the future: https://help.ea.com/help/account/link-your-console-accounts/#how-to
PeachyFreak
Rising Rookie
2 years ago
@ashemiku This is a direct copy from my support chat 👇🏻
When we unlink a platform account from your account, you will be able to link that platform account to another EA Account, but your in-game progress will not transfer over. That means you’ll lose access to all entitlements, games, memberships or subscriptions, and in-game purchases that are associated with that platform account. You will also permanently lose all game progress. If we unlink a platform account you use to play FIFA or EA SPORTS FC, and that platform account is still set as active in the Web or Companion App, you will lose access to those apps entirely on your account. If we unlink a platform account you use to play Apex Legends, you may have issues with Battle Pass leveling, item unlocks, and other errors.
Once you unlink a platform account from your EA Account and link it to another, you won’t be able to unlink it again for six months. You also will not be able to link it to an EA Account that has already had the same type of account linked to it before, even if there isn’t one currently linked. That means if you’ve had an Xbox account linked to your EA Account in the past, you can’t link a different Xbox account to it in the future.
ashemiku
2 years ago
Interesring. Since Sims isnt a live-service game in the same way as the examples, probably it would be fine.
My problem ibitially was the website does not show that we have two IDs attached to the same account -- hers is attached only to her EA account, and mine only to mine, so I couldn't remove it myself. I'll give support another try. Thank you!