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 just been an endless loop of getting a new person who will be handling my case, they ask for the same information, I email them back with said information, and a day later there’s a new person asking the same questions or asking if I’ve tried find my solution through the EA Help forums and websites, which I have and everything and everyone’s keeps telling me that only EA can fix the issue.Is there another way to reach out like through chat message or something to streamline this process?I’m starting to get really frustrated and feeling hopeless of ever getting an answer or playing my game again.

@juniperkate3 The best way to communicate with EA for me is to pick Apple device, then click "Missing Content". Depending on time, but there should be an option for a live chat.Other people suggest contacting EA Help on Twitter/Facebook and then provide the ticket number, which you created from the in-game.

Hi @v3e62n6dk77z, It looks like your most recent ticket is waiting on you to provide Proof of Purchase for The Sims Mobile team to start working on your case and roll you back to a previously working save state. You should be able to attach that information via the steps here. Once you attach that information and resume the case you'll be able to get this sorted without access to the account.

@juniperkate3 sending a help ticket from your in-game account is recommended. Here you can read how and why it's the best option for mobile game players:https://answers.ea.com/t5/General-Discussion-Feedback/How-to-send-a-Help-Ticket-from-your-in-game-account/m-p/10357034#M26679May I ask what kind of issue do you experience in your game?

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.

@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.

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

15 Replies

SalixCat
Hero+
4 years ago
@juniperkate3 sending a help ticket from your in-game account is recommended. Here you can read how and why it's the best option for mobile game players:
https://answers.ea.com/t5/General-Discussion-Feedback/How-to-send-a-Help-Ticket-from-your-in-game-account/m-p/10357034#M26679

May I ask what kind of issue do you experience in your game?
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
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
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.
juniperkate3
4 years ago
So I clicked through but now this weird clutch is happening and I’m stuck in the beginning loop. I don’t have access to the menu or task bar area.
yani_tsm
4 years ago
@juniperkate3 The best way to communicate with EA for me is to pick Apple device, then click "Missing Content". Depending on time, but there should be an option for a live chat.
Other people suggest contacting EA Help on Twitter/Facebook and then provide the ticket number, which you created from the in-game.
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.
SalixCat
Hero+
4 years ago
@v3e62n6dk77z Have you used this link? https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
I've been said this is the way to reach mobile advisors when you can't open your game. They are not on Twitter or Facebook.
v3e62n6dk77z
4 years ago
@SalixCat Yeah, that's how I submitted my ticket, but then they send me emails over and over asking the same questions, and now they want me to send ingame ticket again, while my case is still open.
EA_Cade
Community Manager
4 years ago
Hi @v3e62n6dk77z,

It looks like your most recent ticket is waiting on you to provide Proof of Purchase for The Sims Mobile team to start working on your case and roll you back to a previously working save state.

You should be able to attach that information via the steps here.

Once you attach that information and resume the case you'll be able to get this sorted without access to the account.