My Purchased Items Vanished

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone 7 and Ipad
OS Version 7
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 ) Magiere67
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? I have no idea how you can find this problem! I purchased the Lunar Celebration Hanbok pack, used 3 of my lantern posts and now they do not exist in my inventory or at my digital house any longer ☹️
What do you expect to see? I would expect for your team to give me my lanterns posts back. I purchased these items at a premium price, tried to use them in my game and am now told to contact Apple to try and get reimbursed?! Apple gave me my product and the game failed to save it properly when used.
Connection Type
Please select your region North America
Country United States
Additional feedback

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I purchased the Lunar Celebration Hanbok game pack at a premium price. I tried to use 3 of the 4 lantern post I purchased. After placing them on my patio, leaving the game and then returning to the game my placed lanterns are now gone! Not only are they missing from my patio, but no longer exist in my inventory as well. To add insult to injury, I request their return from EA and they tell me to contact Apple for a refund?!! I don’t want a refund, I want what was taken away from me by some obvious stupid glitch or as your support group puts it , “bug”. I have had no real assistance or satisfaction in resolution to a what has now turned out to be a very disappointing purchase! What’s really sad is now these lanterns are no longer even available to me so I can attempt to replacement them! What a very disappointing expensive disaster ☹️

bug

EA_Jason
7 years ago
Same for you @3tre2g45lgt4, please contact our support team about this 🙂

@magiere67 Someone will be in contact with you, today I think, disregard the previous mail that you received for now.

23 Replies

EA_Atic
DICE Team
7 years ago
Hey @magiere67, Thanks for the detail information. 🙂

Looking at what you wrote and I'm not seeing but in case if have tried Restore Purchases function in the game? try to take a look and see if that helps you. 🙂

/Atic
magiere67
7 years ago
Thank you so much for your reply, but yes, I tried the “restore purchases” in the game settings. It informs me that my purchases have “already been restored” and yet, nothing has changed 😞
EA_Jason
EA SPORTS FC™ Team
7 years ago
Hi @magiere67,

I had a look into this with @EA_Atic and I'm terribly sorry to say this, but you'd have to contact our support team again in order to get this sorted out.

You can create an in-game support case and add a Proof of Purchase to that case, or an existing case if you already have one. They'll be able provide further assistance and if possible, make sure that the missing items are returned to you 🙂

Should you run into any issues, feel free to reach out to me.
magiere67
7 years ago
Okay, I open another case with the support team as a “proof of purchase” case this time. I opened one yesterday for missing items and they informed me they couldn’t give me anything that was missing back. Thank you so much for trying to help me. Crossing my fingers this time something changes in my favor ☺️
Sarah
EA_Jason
EA SPORTS FC™ Team
7 years ago
Good stuff @magiere67,

Could you also send me a DM with your casenumber?
magiere67
7 years ago
Absolutely! Thk u so much for your help an interest in my problem! I love my Sims and this has just been a heartbreaking disappointment for me, lol.
Sarah
magiere67
7 years ago
Jason,
i was in my Sims trying to open up a new case for my lost items and I am not seeing an option to open up a case for my proof of purchase. The only options are as follows:
Missing Content - this is where I filed a case before.
Report A Bug
Connection and Tech Support
Can’t Login
Progress Lost
Promotions and Events
Which one would you suggest I use, please. I began to try doing a case under promotions and events and there was an option to have someone call me, should I just speak with someone thru this department?
In my previous case my # was 46771019
Thanks again 😊
EA_Jason
EA SPORTS FC™ Team
7 years ago
You can find your previous case here: https://help.ea.com/en/my-cases/

You'll be able to resume the case and attach files to it 🙂
magiere67
7 years ago
Okay, I have followed your link to continue this case under the original case # 46771019. Keeping my fingers crossed they will review my purchase history and return my items to my inventory 😊
3tre2g45lgt4
7 years ago
same thing happened to me twice . i purchased piano and camera packs when i first began playing . The story remained playable but the trophies never re appeared