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Matrix-Kat's avatar
Matrix-Kat
5 years ago
Solved

[Open] Game Resetting To Level 1

Product: The Sims Mobile
Platform:Apple iPad
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPad Air 3
OS Version 13.3.1
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 ): 1004147132274
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? No idea. Game resets once a day seemingly randomly.
What do you expect to see? Expect to not lose my game every 24 hours.
Connection Type Wifi
Please select your region North America
Country USA
Additional feedback

‌

Yesterday, at about 5pm PST my game reset to level 1. Eventually, EA was able to restore my game, but I lost about 12 hours worth of progress on all events. Wumples quest expired, even though I was on track to finish, and I lost time with the Sweet Treats.

Today, again at about 5pm PST, my game reset to level 1. Once again, EA restored my game. But, this time, I lost 3 days of progress and plenty of currency. 

At this point, I am giving up on Sweet Treats, as I am so far behind from being constantly rolled back. Plus, I have no clue if my game is going to reset again tomorrow. I spent hours today catching up, just to lose everything again.

This is a game-breaking issue. I spent well over $60 on this game in the past few months. This is absolutely unacceptable.

(Posts merged by CM)

bug

11 Replies

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  • Phantomlover1717's avatar
    Phantomlover1717
    Hero+
    5 years ago

    Latest update:

    Also see: https://answers.ea.com/t5/Technical-Issues/Modern-Luxe-update-Important-news-for-players-whose-game-have/m-p/8841891#M5992 


    Very sorry to hear @Matrix-Kat, thank you for posting a bug report. I see your report is missing a player ID, could you add this?

    This is a bug we've seen in the past, @HatsuneLotus made a very helpful post about it over here at that time:
    https://answers.ea.com/t5/Technical-Issues/Game-progress-reset-to-level-1/m-p/7343075#M4487

    The latest news on the issue:

  • Maliinisen89's avatar
    Maliinisen89
    5 years ago

    Product: The Sims Mobile
    Platform:Apple iPhone
    List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Iphone SE
    OS Version 12.3.1
    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 ) 1004578249996
    How often does the bug occur? Every time (100%)
    Steps: How can we find the bug ourselves? When the game loads I’m on level 1, creating a new sim instead of on level 40 with two houses.
    What do you expect to see? My maxed out game with my three sims, two houses and some stuff I’ve paid money for. It sucks that it’s just gone, when I started the game a day or so ago everything was there. Now it loads in ”lets start with creating a new sim”. Please restore my game. I play on both wifi and mobile connection, it depends on where I am.
    Connection Type Wifi
    Please select your region Europe
    Country Sweden
    Additional feedback

    ‌

    Product: The Sims Mobile
    Platform:Apple iPhone
    List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Iphone SE
    OS Version 12.3.1
    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 ) 1004578249996
    How often does the bug occur? Every time (100%)
    Steps: How can we find the bug ourselves? When the game loads I’m on level 1, creating a new sim instead of on level 40 with two houses.
    What do you expect to see? My maxed out game with my three sims, two houses and some stuff I’ve paid money for. It sucks that it’s just gone, when I started the game a day or so ago everything was there. Now it loads in ”lets start with creating a new sim”. Please restore my game. I play on both wifi and mobile connection, it depends on where I am.
    Connection Type Wifi
    Please select your region Europe
    Country Sweden
    Additional feedback

    ‌

    Product: The Sims Mobile
    Platform:Apple iPhone
    List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Iphone SE
    OS Version 12.3.1
    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 ) 1004578249996
    How often does the bug occur? Rarely (0% - 9%) Well last night I thought ”well, it’s never happened before”. But it occurs everytime I load the game.
    Steps: How can we find the bug ourselves? Well the game is back on level 1, on building a new sim. My two houses are gone.
    What do you expect to see? My level 40 game is gone, it loads on start a new sim. I’ve bought some stuff over the year and seeing my whole game gone feels quite upsetting.
    Connection Type Wifi
    Please select your region Europe
    Country Sweden
    Additional feedback

    ‌

  • givememore86's avatar
    givememore86
    5 years ago

    Product: The Sims Mobile
    Platform:Android Phone
    List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Galaxy A 20
    OS Version Version 9
    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 ) 1003885873859
    How often does the bug occur? Every time (100%)
    Steps: How can we find the bug ourselves? Login like you normally do, find game asking you to create a Sim.
    What do you expect to see? My game at level 50 where I had it last night. I finished the Wumples quest, I was two royal boxes away on STS. I had six more Bake Off games to get 20 toyal tokens which I feel is doable.
    Connection Type Mobile
    Please select your region North America
    Country USA
    Additional feedback Please fix this and compensate me for loss of playing the game.

    ‌

    I hope I don't lose this, I was the one who suggested this costume. I hate that I spent real money on this game and now I don't have anything. My game has been connected to EA and Google Play.

  • Mortalyn13's avatar
    Mortalyn13
    5 years ago

    Product: The Sims Mobile
    Platform:Android Phone
    List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Xiaomi Redmi Note 8 Pro
    OS Version Android
    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 ) 1003413065794
    How often does the bug occur? Every time (100%)
    Steps: How can we find the bug ourselves? I started updating other applications and I back to my game. Then I saw the "choose a sim" screen... I got scared and left the game immediately. After this I logged in to my second account to check how my house looks like in the game. When I came to the party I throwed - everything was fine, but when I came back to the correct account I saw that I can only choose two accounts with 1 lv ... It started at 1:36 pm and I was connected with google play, fb and EA account.
    What do you expect to see? My game back.
    Connection Type Wifi
    Please select your region Europe
    Country Poland
    Additional feedback

    ‌

    Pics attached

  • gogotamago5's avatar
    gogotamago5
    Seasoned Hotshot
    5 years ago
    This bug is too deadly!!!☠️☠️☠️
    I've been reset 6 times in the past and recovered 4 times, but 2 of those times I lost progress forever.

    I lost my Lv.57 data a few days ago and today I received an email from EAHelp saying "We can not recover your data".
    It's great that TSM team is adding so many new elements to the game, however, PLEASE fix the terrible bugs like game resetting or network error! 🙏😭
  • PainSama_01's avatar
    PainSama_01
    5 years ago

    I reported that my game had reset me all the way to level 1 on the 28th of March. Up until now I have not been helped. The case on my account says it was closed on the 8th of April. 

    I fully understand the difficulties brought about by Covid 19 since the time but surely if the EA has enough time to be releasing such big highly anticipated updates for. Sims Mobile, they could have helped me. 

    Considering the amount of years and time in general that I put into this game, it feels terrible. It crashes right after I completed my STS event. I’ve been consistently playing enough to know that I would I have gotten the rewards of every STS event since then. 

    I’ve been patient all this time. It’s your move now. 

    I’ve attached a document with details of the glitch. 

  • gogotamago5's avatar
    gogotamago5
    Seasoned Hotshot
    5 years ago
    Finally my game is back today! A big thanks to TSM team. 🙏❤️
    If anyone has been reset, we recommend asking customer service or SimGuru to wait patiently. Don't give up hope!

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