Re: [Open] - Mailbox ad icon disappears - Ads Not Working

Got my game back!!! Don't know how but I'm so happy I didn't lose all that time and effort 🙂

@Brynlee0915 Did you connect your game to EA, Facebook, Google Play or Apple game center?

Unfortunately this is an issue that we can't help you fix from the forums, but an EA advisor can help you get your game progress back.

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! 

Select topic: Missing content. Then, select issue: Had content and lost it.

I am also experiencing this issue, starting tonight. When I press the blue icon it simply disappears. There is no prompt to watch the commercial and then my game continues. 
l have also had commercials freeze my screen of late (after watching them), so that I have to reload to complete the action, to complete the event, and I do not get the rewards. This hasn’t happened today, just the disappearing blue icon. 

I am periodically having the ‘ads freezing my screen having watched the commercial’ bug again. I have to reload the game to end the commercial, and I do not get the rewards, so it’s really upsetting.
The first picture is the freeze, the second is the ad it froze on (I got lucky with that pic, I just swiped something and it came up), the third is what happened afterwards. Nothing. But I have watched ads successfully since then. It is not 100%. But this particular ad does give me more issues than others. This one and the Klondike one? The one with the farm? Nothing wrong with them, they just freeze a lot. 

I just finished a standard event and missed out on the rewards from the commercial that went along with completing the event. My screen froze once the commercial was over and I had to reload to continue. I do not know if I got the rewards for the event itself because my Simoleon count changes up and down so often I can’t tell. That does not mean I have Simoleons to spare, @pickpockets. I’m really glad to know pickpockets get money from the game and not players as I have to work just as hard for them as everybody else.
The first picture is the freeze screen, the second shows me having to go back to my main screen to reload and the third is what I saw when I was returned. The commercial was the Homescapes one, the same one that froze before. It’s really frustrating and annoying because I do not watch commercials for fun. Some of the rewards I am able to get I get almost nowhere else in the game, like heirloom tokens. Heirloom tokens go directly to my Character traits and abilities, which reduce the amount of time I have to spend completing events, for one thing. They are very important and hard to get.

This is where my screen froze today, trying to watch a commercial to complete a quick event for a Wumples quest. It froze before I actually watched the commercial this time, so I’ll never know what the product was. I did receive credit for the quick event for Wumples, so I’m assuming my totals went up along with that. I am, and have been, experiencing this issue in 2 games now. It’s very frustrating.
1. the freeze, 2. the trip back 3. arriving back, the game has advanced to my household. I was at the Wellness Centre.

Hi, EA LIVE QV TEAM,

I notice all the previous bug reports on this issue have been dealt with by you within 48 hours. But I have 3 pretty good reports here containing issues that require the same attention that have been left unattended to. Any ideas on what can be done about that? Thanks!😊

My screen froze having watched the commercial again just now. I don’t remember what the commercial was, I don’t know if I got the rewards and I don’t think these pictures will be all that helpful since I had to cut so much out. I do not know how to link a video. 

My screen just froze again after watching the ad. I can’t remember what the ad was, I tend to lose focus when I’m watching ads. I don’t know if I got the rewards and again, I don’t think the pictures will be very helpful but I’ll send them along just in case, as usual. 
I would be willing to learn how to link a video. 

Hi @CharlieDaisy12!
The issue of the mailbox ad icon disappearing has been flagged as a bug and passed to the studio to investigate.

For the freezing issues, I need information that you said you don't have, what ad it is or a video of it happening. After that, I would also need your player id just in case to investigate further. If you get that information I recommend creating a separate bug so it's easier for me to follow up on and for other players that have the same experience to report/read on.

Some issues take us longer to verify and identify and that is why takes us longer to answer. Apart from that, there are other situations why it may take me longer to get back to you.
Thanks for understanding!

Here’s a video showing mailbox not working properly(closing the app and opening again solves the problem).

https://youtu.be/jStsA3yFIAc

I will try to record another video of ads for reward bonus after completing mision. In that case the game gets frozen and forces the player to close it. Edit: In my case it gets frozen before it shows any ad, so I won’t be able to tell which is the ad that gives problem.

Hi @powalola227! can you pass me your player id on a DM? Thanks!

@powalola227  this is exactly how the disappearing blue button works for me, thanks for posting on this. Hopefully others will as well in case there’s other information in there. Personally, this issue cleared up for me shortly after I posted about it, I’m just getting periodic freezing now. 
But your video did raise one very important thing I was concerned about and thought I’d worry about once I was at the linking process. All your information is visible, especially your totals, and really, who knows what else. Do you think posting our financial information is wise, even though it’s not real money? I read in the literature that we should be careful, apparently our posts can be googled. You’re not worried for any reason? Because I don’t think we can cut anything out and hope to be of any help. 

Hmm. I do have time to worry @powalola227 😂.  I don’t see how they could get from an amount of money in the game to your credit card, and I think we could get an answer to that question, but it points to who’s a person who’s likely to spend and who isn’t, doesn’t it? Btw, I’m sure you’re fine. This is worst case scenario.
Im wondering if I’d rather just send them privately to the developers when requested. I could tape it, post that I’ve got it, keep it for 5 days and if they want/need more, it’s there. People could still do it your way, it would be up to them.

EDIT: Just sent my first ad freeze video data by DM!!