Product: The Sims MobilePlatform:Apple iPhoneList the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone XsOS Version 13.3.1Player 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 ) How often does the bug occur? Rarely (0% - 9%)Steps: How can we find the bug ourselves? Open the friend list. Some usernames are just Blank. I have three friends with blank usernames. If they attend or throw the party, their name also shows up as blank. If I view their house, the name also doesn't show up. I was able to identify two of those players in my friend list. They didn't change their usernames to blank, it just stopped appearing to everyone else (or at least they were told by others that their name is not showing up). One of the users has not been in game for more than a month and their name just stopped appearing. I believe this bug started on Wednesday-Thursday April 22-23. What do you expect to see? Everyone's usernames. Connection Type WifiPlease select your region North AmericaCountry USAAdditional feedback Here are the player names of my friends whose names I do not see::white_flower:Frostblossom:white_flower::deciduous_tree: Seneca Here are some screenshots from my game:

Thank you @SalixCat! Here is the info requested1. Device platform (iOS or Android)Android2. OS versionAndroid version 103. Device brand and modelSamsung galaxy S94. Player ID10030592155245. Connection type4G6. Region/countryFL, USA7. Any additional information that might help investigate the issue.On April 23rd I loaded my game and my player name had been deleted/cleared out. Upon going to 'Change player name' the field is highlighted red with the error "You need a name" displayed immediately. No matter what name input variation I enter in the field, when I click the 'Okay' button the error "Name does not meet the required formatting" appears (see screenshots attached). This empty name bug causes my name to appear blank on friend's friend lists, when friends visit my house (screenshots at beginning of thread) and blank in party chats, all regardless of their device type. The original name entered was 💮Frostblossom 💮 This occurred with one other friend in my list, so it does NOT appear to be an isolated issue.

Hi, this is Frostblossom. As @yani_tsm mentioned I have talked to 3 different support reps. Have tried all the tests that the 3rd rep provided, but same results with the error when trying to fill the blank player name.Make sure your device is up-to-date, Make sure your app is up-to-date, Restart the appClose background apps, Power cycle your phone, Clear your cache to check if you're synced properlyThey also asked I do the following, but I do not have a 2nd available to do so. Not sure how the 2nd test is attempting to check as it seems our names were somehow cleared out beforehand and that is what's preventing us from re-entering a name, so don't think a different player would experience the same issue.1) Attempt to play the game on your account on a friend’s device.2) Attempt to play the game on a friend’s account on your own device. Thanks for investigating @SalixCat !!

Many thanks @SalixCat ... I've created a case number and I'm keeping my fingers crossed that my game can be restored...

Thanks everyone for all the info shared here!While I'm not sure yet what is happening, from what you are sharing it looks like it's more of an issue with some accounts' username than the friends lists itself. I'll share this info with the team so they can investigate.If anyone else is having issues with their username, please let us know.Thanks for the detailed comments so far! 🙂

Thank you @EA_Mai! Seneca and I are the only ones I know of for now, plus the 3rd user @yani_tsm mentioned at the beginning but will keep a look out. Feel free to @mention me if there are any updates. Appreciate it!

[Open] - Player names not showing up

20 Replies

yani_tsm
5 years ago
Hopefully the emojis in usernames will show up this time:
💮Frostblossom💮
🌳Seneca
SalixCat
Hero+
5 years ago
@yani_tsm I am trying to think about severeal factors that might have something to do with this. I might be wrong, but this issue seems to be a bit difficult to understand.
I see you are on iOS. Are your friends Frostbossom and Seneca also on iOS?
Do you know if other friends that use Android can see their names on the friends list wnd when they visit their houses?
yani_tsm
5 years ago
@SalixCatjust attended the party with Frostblossom. Both Android and iOS players couldn't see her name.
Update: both of my friends Android users.
yani_tsm
5 years ago
Here are some more details from Seneca: "I've also tried to re-enter my name in game but I always get a message saying that the name doesn't match the requirements (it does obviously, though I've tried with different names, longer, shorter, etc)."
Frostblossom is also friends with Seneca that she can not see Seneca's username.
Frostblossom is in contact with EA Help. But 3 different agents were not able to help her.
SalixCat
Hero+
5 years ago
@yani_tsm Thanks for the additional info.
Really tricky this one 🤔... I was able to change my alt account's IGN to FrostBlossom with and without the flower emojis and it was visible from my main account (changed it back again to it's won IGN).
Those emojis are not new: https://emojipedia.org/white-flower/ https://emojipedia.org/deciduous-tree/
... need to investigate a bit...
KodamaTreeSpiri
5 years ago
Oh. I'm Seneca and EAhelp on facebook sent me to this thread. I still haven't managed to re-enter my name.
Should I clear the app data? I've cleared the cache already and I'm a bit worried about clearing the data. Is there a risk of losing anything in the game?
SalixCat
Hero+
5 years ago
@KodamaTreeSpirit Hi! Do not clear your data. It's good to clear cache but never data.
KodamaTreeSpiri
5 years ago
OMG... I did, I really regret it... All progress lost at the moment but I'm hoping EA can help?
My game was linked to my EA account so I assumed it was safe ☹️ ☹️ ☹️
SalixCat
Hero+
5 years ago
@KodamaTreeSpirit

Yes, you need to contact an EA advisor. You can read here how to Get help in The Sims Mobile.

Select Connection and tech support and then Game progress issues.

If you can't open your game app, it is also possible to contact EA Help on Twitter or Facebook

Support hours are temporarily changed. New Hours: 8:00 a.m. to 11:00 p.m, UTC Monday - Saturday

Hope you get your game progress back soon 😊 If you still have issues with your IGN come back and we will try to help you.
FrostblossomTSM
5 years ago
Hi, this is Frostblossom. As @yani_tsm mentioned I have talked to 3 different support reps. Have tried all the tests that the 3rd rep provided, but same results with the error when trying to fill the blank player name.
Make sure your device is up-to-date, Make sure your app is up-to-date, Restart the app
Close background apps, Power cycle your phone, Clear your cache to check if you're synced properly
They also asked I do the following, but I do not have a 2nd available to do so. Not sure how the 2nd test is attempting to check as it seems our names were somehow cleared out beforehand and that is what's preventing us from re-entering a name, so don't think a different player would experience the same issue.
1) Attempt to play the game on your account on a friend’s device.
2) Attempt to play the game on a friend’s account on your own device.
Thanks for investigating @SalixCat !!