Re: [Open] - Player names not showing up

@SalixCatjust attended the party with Frostblossom. Both Android and iOS players couldn't see her name.

Update: both of my friends Android users. 

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. 

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?

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 ☹️ ☹️ ☹️

@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.

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 !!

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

@FrostblossomTSM and @KodamaTreeSpirit I have tried changing my IGN on two different accounts to both your IGNs on two different accounts. I can't find what the reason for this issue you are experiencing could be. I have also connected to Facebook and still IGNs can be changed and are visible. 

My suggestion is to share here all the information that the team will need to investigate the issue. Please share following info:

1. Device platform (iOS or Android)

2. OS version

3. Device brand and model

4. Player ID

5. Connection type

6. Region/country

7. Any additional information that might help investigate the issue.

@KodamaTreeSpirit Hope you get an answer from EA help soon and your game progress restored.

Thanks @SalixCat ! What's the best way to follow up on the matter once the case has been created? To make sure something's being done, I mean.

I understand... Well, I figure I'd send an email every now and then to make sure it's still under review.

Thank you @SalixCat! Here is the info requested

1. Device platform (iOS or Android)

Android

2. OS version

Android version 10

3. Device brand and model

Samsung galaxy S9

4. Player ID

1003059215524

5. Connection type

4G

6. Region/country

FL, USA

7. 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. 

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!

@EA_Mai @SalixCat wanted to check in and see if there's any update on the issue? Saw another player with no name at a party today.

Thank you! 

Me too, and i can't change my name. 3 players in my friendlist also have this problem. This issue happened to players who opened the game without upgrading after the multiple floors update was released. Please fix it, thanks.