Forum Discussion

juniperkate3's avatar
juniperkate3
4 years ago

I’m stuck in an endless loop of emails from EA Help

I’ve been trying to get an issue with my game resolved but I just seem to be in some wash and repeat cycle of emails from EA Help. I’ve had 8 people say they’ll be handling my case. But honestly it’s...
technical issues
  • juniperkate3's avatar
    juniperkate3
    4 years ago

    On Dec. 8 my game crashed and after reopening it had reset it self. It asked if I wanted to continue from where I left of I said yes. It crashed again after a few minutes later. I reopened it, it gave me a whole new player ID and didn’t recognize that I had an old account.

    • SalixCat's avatar
      SalixCat
      Hero+
      4 years ago
      @juniperkate3 Sorry you have lost your game progress.
      You will need to send a help ticket from your in-game account. Please follow the instructions as described on the link I've shared on my previous post.
      It might be helpful if you can provide your previous player-ID to the advisor.
      • juniperkate3's avatar
        juniperkate3
        4 years ago

        I only saved my game via the cloud/apple. If I continue on with the restore progressing in order to actually get into the area to submit a ticket will it permanently delete everything like it says? I’ve been playing for three years and I really don’t want to lose all my progress. 

        Also, I have repeatedly (8 times now) been giving my old ID, my new ID, the last receipt for an item of played, a screenshot of the last event I was working on, and the names of my sims. 

  • v3e62n6dk77z's avatar
    v3e62n6dk77z
    4 years ago
    @SalixCat I had the same thing, my issue with the game is that I only see the blue screen and the where's the network message, so I saw their last twitter and I wrote to them to rollback the game. It's six emails I exchanged with them, they ask the same thing over and over, nothing in progress, each time a new person, and it's like they had no idea about the previous emails, on my account it seems like my case is still open, but just frustrating to keep writing the same thing to them. I wanted to send ingame ticket too, but I can't even get to that step in my game, because my game doesn't launch. Can you help me? Thanks.

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