Re: Game progress reset to level 1

Yeah don’t do the tutorial. Apparantly it can overwrite your old progress.

And if customer service asks you to log in, reinstall the app, complete the tutorial and then log in from the menu. If you have the “Welcome Back” message and see your player level is still 1, tell them that your game needs restoring and they will do it for you hopefully.

so, i followed those instructions exactly and i think it's what led to my game becoming nonrecoverable. as soon as i reinstalled i got a new player ID and whenever they "reinstated" my old game nothing happened. i assume they are refreshing it under my old ID which i can't access or revert to at all.

Same thing. My game suddenly resettled and brought me to the create a sim page.

I was doing a winter fest event earlier and I had logged in to complete it and the event clearing tick (the purple tick above your sims head when they complete a task) was over my ‘newly created sims’ head.

I completed the task and was brought to level 2 as I wanted to go to the option screen where I could select to either

1. Restart

2. Load data from my cloud

By the time that screen came out, my level 50 account was gone and replaced with my level 2 one.

I don’t know if they gave a new player ID to the level 2 account or not but I didn’t have the level 50 account ID.

I’e attached a picture of  what their customer service told me:

This is the worst customer service I’ve ever seen. When I checked my reported issues, I had seen that they even marked my case as ‘resolved’. 

Be warned. I am still trying to contact them. Will keep this thread posted when I get updates

Some updates:

After marking the issue as ‘resolved’ EA has decided that they will no longer monitor my emails to them.

/applause 

1. You need know your id player

2. don't delete the app and reinstall, these don't solve the problem and you will have the risk of overlap a new game with the old 

3. if you delete the app because you dont know, you need to choose from the cloud even if say level 1, these way the app install with the same id 

4. if dont give you a cloud option you need your ip address because you have a new game.

5 contact with EA Help from the app and close the game completely

6. you need to request rolled back your game, its the only way to recover your game

7. some agents will tell you need to do the tutorial and you choose from the cloud, you need them explain your game its already connect

8. some agents will tell you  we cant  recover your game, so close the case and open a new one and try to talk with somebady knows

9. if in your country its aviable the phone calls,  better you make a phone call

@Ploofin could you try contacting them from a different email?

And if you can, ask customer service to perform a roll back to the day before you lost your progress. Always ask for a roll back if you lose your game.

My roll back didn’t work. I was at level 50 and day 7 of the winterquest. I have spent an obscene amount of money on this game, I am ashamed to say. There is an obvious problem at EAs end that they are unwilling to admit to. This is not a one off obviously and some of the techs are giving incorrect advice such as uninstall and reinstall and create a new sim. Was being very polite and patient, but now I am monumentally peeved.

yeah it is unfortunate but all of the techs are giving slightly different advice and i think that my game/original ID was probably lost to me based on following their advice about the tutorial and how to restore the game. they blocked me from phone access after i called to try and get it resolved. i've been through about 5-6 techs at this point with no effect.

Hello everyone!

I'm sorry to hear about your troubles with The Sims Mobile accounts ☹️ Our live support is trying to help as best as they can with recovering your progression, but in some situations a simple rollback turns out to be more complicated than you might have expected, so thank you for your patience and cooperation so far.

I understand your disappointment and again, my apologies that we couldn't offer you a quick and simple solutions this time. I took a quick look at your accounts. Unfortunately, I cannot do much myself, but I can check the status of your on-going cases.

@AussieGal2018 @JCGooch18 - Our advisers are waiting for your replies, since your cases are still open. 

@Ploofin - I believe your case has been marked as "resolved" by our system by an accident 😞 Please check out the last email from our game adviser and reply to it. You should  reopen the case then, but if it will not work, don't hesitate to create a new case on EA Help.

/Ataashi

Two girls their first agents told them they could not recover their games, then they communicated by phone and got their games back, attached picture of the post FB, the other girl is from a FB group in Spanish, do not give up, I have my game back like 2 weeks ago, but I not open my game since I started to see people lose their progress, I have not made any purchase until this bug is resolved

thanks for your message. i have essentially thrown in the towel at this point and am starting a new game, waiting on my 600SC credit (fairly inadequate considering what I lost), and a refund of some real money i recently spent. but very upset to think about the number of quests, rare items and heirlooms which are gone for good or will take a huge amount of work to obtain again.

if there was some solution whereby when you log in you could switch which player ID you are playing under, I think the "roll back" would have worked. I dont think the issue is that the roll back failed, but moreso that when you reinstall the game it gives a new player ID and then you are stuck. since a number of us were hit with this in very similar circumstances it might be nice if this was fixed with a future patch/update. also, genuinely i think some of the techs had no clue what i was talking about and there was a language barrier which led to incorrect or misleading instructions being given out. and someone called richard basically hung up on me and then sent an email saying "we were accidentally disconnected" and that i "became unresponsive". FALSE.

your long term/dedicated players deserve better than this, EA.

It would be great if there was a backup button in this game, like in the Sims Freeplay. I’m so sorry @JCGooch18 to hear that too.. ☹️ Lets just hope this bug gets fixed sooner..

so i tried to talk to a tech about this last night and even sent a screenshot of your post, and he denied that the problem can be fixed using the IP address. Also since they gave me the 600SC for my new game i think they are basically washing their hands of me.

so annoying to have to start over - not only all the rare items and things lost and possibly never able to have them again, but now all the items that i used to have, i have to pay money to get the colors back. UGH.

I am Sorry, I don't know why the agents always give different answers, I recover my game even when I had different id in my phone( note: but I never choose “start a new game from this phone” when the cloud option because the cloud option was not shown in my screen, after a week without answer  I called back and I gived my new id  at new agent after that the cloud option was shown in my screen and I could dowloand my old game) You need big compesation because your lost your game for a bad support, nothing its your fault, if I lose my game I never play again, EA not deserve you, EA need take care more at the real costumers, that the reason so many people use cheats for the game and now pay by color make the game more difficult.

@laurizta

The previous tech guy asked me to perform #2 😠 . He asked me to reinstall and reconnect to my game centre and my progress would be restored, but I think it did end up overwriting some of my data as they are now telling me the following below:

@HatsuneLotus

Thanks for the advice! After @EA_Ataashi replied in the thread, my case ‘miraculously’ came back to life. 

A new tech guy responded to me and I asked for a rollback as you had suggested, but the latest data they have on my level 50 account is on 13 November 2018. That’s more than a months worth of game play + 2 events (Fall+winter fest) wiped out.

I asked if that was the latest data they had available because I had also made a purchase in November as well, only for the new tech guy to repeat his response on how he is, ‘sorry that this happened and the latest data they have is on 13 November 2018. Should I wish to proceed, he will carry out the rollback’. 

Not it only did he completely ignore my queries, he literally copy pasted his reply just like the previous tech personnel.

There was no sense of sympathy, human touch or as much effort you’d expect from a customer who was affected by a glitch caused by the game. Granted, I would have nothing to say if this whole situation was caused by myself. No compensation was offered nor did he offer to help me check out my query. 

Does anyone one have any other suggestions on what I can do? I am not keen to simply accept a rollback to the 13th November without any form of assurance that everything is being done and my following queries are answered:

1. Is that really the latest data available

2. What happens to my purchase if it was made after the 13 November 2018

3. What form of compensation do you have for more than a months worth of gameplay where I managed to unlock all plots of land in the game since November to December (except for the last 2, and those things aren’t cheap) and 2 wiped out events.

I’d think the trauma of facing your technical support staff is a harrowing enough experience to warrant an answer to this much. 

I have confirmed through my iTunes receipt that I did indeed make a purchase for sims mobile on 4 December 2018 meaning that this purchase will be wiped out if I had accepted the rollback to 13 November 2018.

I guess now I’ve confirmed on my end for point #2 in my previous reply. What now EA?

@Ploofin, backups are taken daily from the first login of the day, so there should be a recent backup to your account. I contacted several agents and I believe some have access to recent backup, and others don’t. I suggest creating a new case so that someone different could hopefully bring your game back. Hope it works for you.

They told me the same thing except the date was Nov 30th. Then he just rolled it back without me saying anything. I lost all the winterfest items I had earned but somehow retained the candy canes. Now my winterfest only shows 2 tasks available and the items that i’ve Earned up to the hearth are gone. I’m at Day Day 10 part 5 put don’t think I’ll advance because I don’t have access to most of the other tasks that earn canes. Additionally the item that earns candy canes in the house is gone and not in the inventory. SMH. the tech ppl seem to make matters worse. 

@HatsuneLotus I’ve been bounced around by 2 different tech people over the past day already 🤔 but they both replied me the exact same thing. It’s like they are colluding to provide the same consistent response without answering my queries. At this point I’m half convinced EA has hired AI to automate replies.

I’ll try your advice though! Anything to get the satisfactory response. I have the email receipt of the SC purchase as well so I’ll use that if they even try to give me anything less than what I deserve, assuming I can reach someone who actually has some sort authority in the tech team and not some grunts who are just pushing out standard copy paste replies using a template

EA give me my game back 12/05/18 and my game was rolled back 11/05/18, so l lost a month and all harvest event items, give me all my purchases back ( except 25 cupcakes from chic pack, maybe my mistake because I realized after) and my first rolled back I lost a month too and all back to school items, in my opinion I prefer lost a month than all my game, and also if your rolled back its more time back, its more time to happens again in my experiencie or never happend you again

Note: I bought the harvest pack and EA give me 10 harvest boxes, but no win nothing good, I almost completed the collection and win all rare items, but only not win any trees when I did the event :/

EA give me my game back 12/05/18 and my game was rolled back 11/05/18, so l lost a month and all harvest event items, give me all my purchases back ( except 25 cupcakes from chic pack, maybe my mistake because I realized after) and my first rolled back I lost a month too and all back to school items, in my opinion I prefer lost a month than all my game, and also if your rolled back its more time back, its more time to happens again in my experiencie or never happend you again

Note: I bought the harvest pack and EA give me 10 harvest boxes, but no win nothing good, I almost completed the collection and win all rare items, but only not win any trees when I did the event :/

I want to share something I saw some comments in a FB Group, some people report experiment the bug but they force close the app immediately and turn off their devices and when open the app they have their progress back, its not tested by me, I hope not need test in the future but this could be a first solution for the bug, maybe if your connection is very fast will not working.

Note: one person reported do this and works but in a couple of hours her game reset again so she called EA

Thanks @laurizta for sharing this! I’m going to reinstall the app, since I haven’t played for a week, and give this a go if the bug happens again (which I hope not). I’ll let anybody know if this works!

Hi @laurizta. Unfortunate to say but the steps mentioned didn’t work for me at all ☹️ I completely closed the app, and then when I loaded it, it took me to create your first sim again, level restarting. Just contacted EA and waiting for a reply, I’m fed up of doing this again. But I do hope the steps will work for everybody else.. I’m completely upset this keeps happening to me. It’s forcing me to quit the game ☹️

If you reinstall the game, apparently EA won’t be able to recover your progress as you will now have created a new player id number. This is my understanding from my correspondence with them. They can recover your progress of your previous id up to a reasonable point but you can’t log in because if you are using game centre it logs you in using the new player id.

They said because I reinstalled the game it was now not recoverable for me. I told them it was due to their advice that my game is now not recverabe and that I want all my real money purchases refunded as real money. I told them that they told me to reinstall the game and therefore they should refund me as it is their error. EA told me that they never said to reinstall the game. I said you certainly did and I want a refund.i screenshotted the email and highlighted the advice where they had stated to reinstall.

They then apologised and offered me 600simcash and my real monies spent converted to simcash. I don’t want this. It is their error that my game is now not recoverable. I want my monies refunded. I do not want to play the game again even though I enjoyed it very much and played everyday. It should be my choice if I decide to do so again and allocate real monies as I see fit.