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.