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muying0115's avatar
muying0115
6 years ago
Solved

BUG: Missing contents STS GOLDEN TICKET

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone Xr and iPad pro
OS Version 13.3.1
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) 1003448327534
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I bought the sweet treat pro ticket and only received the tokens. No access to pro mixer, no 20% more sugars, no 3 more attempts.
What do you expect to see? Please give me what I purchased for: access to the pro mixer, 20% more sugars and 3 more attempts each day.
Connection Type Wifi
Please select your region
Country USA
Additional feedback I spent real money on the game but now I spent extra time and sim cash for the STS event. Please fix it or give me a refund and compensation. Thanks!

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I spent two days on this and the customer service told me it’s a bug for every player. However it seems only me facing this bug right now. Please fix it for me or give me a full refund and a compensation because I spent extra sim cash which costs real money too.

bug
  • EA_Arrenai's avatar
    EA_Arrenai
    6 years ago

    Hey there, @muying0115. I'm sorry to hear you had a bit of a rough experience there.

    If they did refer you back to iTunes for the refund, it may be due to the fact that EA Help doesn't have access to refund the purchase as it was done outside of our system.

    It's similar to when you're at a movie theater and watch a film, but want a refund based on your experience. Only the movie theater would have access to the transaction, not the film studio.

    While EA Help can assist with many missing items cases, if you do need a refund instead, please reach out to iTunes and they can assist from there.

    Arrenai 🐱

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8 Replies

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  • muying0115's avatar
    muying0115
    6 years ago

    I purchased the sweat treat pro ticket for the STS event but only received some tokens. I still don’t have access to the pro fixer, 20% more sugars and the other 3 more attempts each day. I spent two days to contact the EA customer service but nobody can fix it. They told me it’s a bug for everyone but it seems some player have received the benefit they have purchased for. Could anybody tell me what to do and if it’s a bug when could you fix it? I spent real money on it and those tokens are totally not worth $10.

  • Phantomlover1717's avatar
    Phantomlover1717
    Hero+
    6 years ago

    Are you sure the purchase went through? Did EA offer you compensation?

    It does sound like a bug. Could you open a new post in the bug forum for this?

    You can find the bug forum over here: https://answers.ea.com/t5/Bug-Reports/bd-p/the-sims-mobile-bug-reports-en

    The bug forum has a small list with questions which might just help to solve the problem! 
    Could you also add a screenshot of what you're seeing in the kitchen when you're at a challenge?

  • Lyn0122's avatar
    Lyn0122
    6 years ago

    Same issue with mine. I already attached screenshots of my purchased, but no action taken! This is ridiculous! 

  • muying0115's avatar
    muying0115
    6 years ago
    @EA_Arrenai Don’t you think I did contact with any customer service? I spent 3 days on this problem. I contact the customer service again and again, through email, live chat and phone calls, but they are being helpless. They kick me here and there like a ball. Nobody can tell me what’s going on and even one of them told me on phone it’s a bug for everyone and asked me to wait which is apparently not true. I also uploaded all the purchase proof but nobody looked them. Now I’m asking a refund and they told me to go to iTunes. It’s really ridiculous. The EA customer service is really sucks.
  • EA_Arrenai's avatar
    EA_Arrenai
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    6 years ago

    Hey there, @muying0115. I'm sorry to hear you had a bit of a rough experience there.

    If they did refer you back to iTunes for the refund, it may be due to the fact that EA Help doesn't have access to refund the purchase as it was done outside of our system.

    It's similar to when you're at a movie theater and watch a film, but want a refund based on your experience. Only the movie theater would have access to the transaction, not the film studio.

    While EA Help can assist with many missing items cases, if you do need a refund instead, please reach out to iTunes and they can assist from there.

    Arrenai 🐱

    Did you receive an awesome, helpful response? 👍 +XP!

    Was your issue resolved by a great post? 🙌 Accept as Solution

    ASK. ANSWER. LEVEL UP.

  • murmur714's avatar
    murmur714
    6 years ago

    Same issue with mine.The purchased Pro Ticket was not granted. Pro Tickets are for a limited time only. Please restore as soon as possible.

  • murmur714's avatar
    murmur714
    5 years ago

    My help case is #56899586.

    I created a help case on March 1 and sent proof of purchase, but I still haven't received any help as of March 9.

    No response from EA help.

    The issue is still unresolved.

    Unfortunately for them, I don't seem to be a customer.

    waited forever then eventually decided to leave.

    Going to pursue chargebacks through iTunes.

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