[Closed][Info needed] Not receiving Heirloom Chests

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPad Pro
OS Version 11.4
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 ) 1003015496517
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? After the tutorial on the new update, I went back to the Heirloom Store to trade in more Green tickets for chests. The first time, the tickets were deducted, but nothing happened. When I tried a little later, the white transition screen with the spinning gem appeared, but it did not bring up a chest and reverted to the Heirloom Store screen. I lost 50 green heirloom tickets.
What do you expect to see? I expected an Heirloom chest to appear, just as it has during the tutorial/walkthrough for the new update. Those transactions were successful.
Connection Type Wifi
Please select your region North America
Country USA
Additional feedback

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Phantom: Please read @SimGuruMaaike post with the request for more info:

https://answers.ea.com/t5/Bug-Reports/Open-Info-needed-Not-receiving-Heirloom-Chests/m-p/6877331#M5627

bug

SimGuruMaaike
8 years ago
Hey everyone, we're looking into this issue. What would help us a lot, if you could record a video when this issue happens in your game. You can do this by either using screen capturing functionality of the device or by using the video camera of a 2nd device. Please do make sure the video does not contain any personal identifiable information 🙂

SimQARobo has created a post with some methods of sharing files/videos with us: https://answers.ea.com/t5/Bug-Reports/INFORMATION-How-to-Send-User-Files-to-The-Sims-4-Team/m-p/6065302 (One Drive/Google Drive for example)

Thanks!

Edited: Also, if you remember, can you give us date/time that this happened? The more exact you can be with the time, the better. That would also help our investigation 🙂

63 Replies

Anonymous
8 years ago
One bug that I got from the new update is that I can’t seem to open the Heirloom chests that I bought? I can’t seem to find them anywhere. I checked in my inventory, buy mode, my heirloom collection, etc. I already reported the bug and they said to wait for 24 hours. Just thought I should mention it so that everybody can look out for it. Thanks 🙂
KittyEcho
8 years ago
Same issue here. Really annoyed to have wasted 50 tickets...
Anonymous
8 years ago
Same here! I reported my case and was told to wait for 24 hours as purchases can take up to a day to finalize.
Anonymous
8 years ago
Same problem here! I also retired 3 sims and bought 2 of the heirloom chests after the new update. All three of my retiring sims had completed relationship stories and two had completed career stories. When I click on these sims in Previous Generations it says that none of them completed any life goals so they didn't give heirlooms! NO! When I purchased the heirloom box It took my tickets, but didn't give me anything. The heirloom box bounced off the side of the screen like when you get a quest item, but the boxes aren't in my inventory (I checked everywhere), and I checked my heirloom list and nothing new was added. I checked my heirloom cases, storage, everywhere! Super unhappy that the tickets and Sim Retirements apparently went to waste. Lame.
Phantomlover1717
Legend
8 years ago
It should bounce of screen, but after that a bigger screen should open up like this:

Did this happen at all? Could you have clicked it away?
amandab140
8 years ago
No, that screen did not appear. I saw it during the tutorial stage, but it didn’t appear for me when I went back to do it on my own.
Anonymous
8 years ago
I also have wasted 25 of the purple tickets and like hundreds of my green tickets. I press it, the box shows up, moves to the side of the screen and nothing happens. No new heirlooms are found!
Anonymous
8 years ago
I have a ticket open for the exact same issue as everyone here. I bought 3 regular boxes and one super. It flew off the screen to the right and I thought it was going to storage but it’s nowhere to be found. I never even got that pop up screen. The first rep told me to restart my app as a fix. Seriously?! This is obviously a bug since so many of us are affected but it looks like they are ignoring this for whatever reason.
Anonymous
8 years ago
When I bought mine, the ones I bought just bounced off screen. I didn’t get the pop up and they didn’t appear in my collection.
Phantomlover1717
Legend
8 years ago
I'll add this bug to the bug list. Could you all reply with your Player ID?

How to find that you can find over here: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile

Could you contact EA about this as well?

You can do so through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.

Open the spoiler for pictures:

Spoiler

If this fails for some reason, or you can't access The Sims Mobile app.

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner.

You can also choose to contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/