Missing Items
Product: The Sims Mobile Platform:Apple iPhone List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone X OS Version 14.4 How often does the bug occur? Rarely (0% -...
Forum Discussion
Unfortunately this is an issue that we can't help you fix from the forums.
You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
If you have issues accessing your game, there is an alternative for you. Make sure to provide your Player ID when explaining your problem, will make things faster!
In the case of items that belong to packs, have valid proof of purchase available for advisors. Purchases on mobile aren't made on Origin aka EA's tool, they are made on either Google Play or iTunes so in order for support to confirm that there was a payment made they will need valid proof of purchase. Once they verified the purchase they can check if the content is on the account,. If it's not the advisors will take it from there.
I appreciate the help, however I have in fact created 3 tickets, and also done a live chat.. the guy on live chat told me to post the issue here.
EA_DragonsEyeEA Staff (Retired)
Hi @OOTIMIZED! @SalixCat is right, this must be handled by customer support. Did you send the report of missing items through in game in the other 2 times? And did you add your player id? If you can, DM me your player id* and the cases and I will take a look but if you did not add the player ID to the case, maybe that is why your items could not be restored. For any paid items support also needs proof of purchase.
*You can find the Player id in Settings>Help & About> AboutHi, How do I go about dming you? and yes the tickets are all about the lost items and my ID is linked.
Hi, @OOTIMIZED, sorry to hear you are having issues. I have lots of experience with losing merchandise as well. It’s a horrible feeling, I know, like having been robbed, but if you stick with it, and stay with EA Help, in my experience customer service will come through. Keep your spirits up. There are plenty of other players who have been through just what you’re going through cheering you on. Good luck!
