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Re: [Open] Story gone after selling duplicate heirloom

The best thing at this time is to contact an EA game advisor about this issue.

Due to COVID-19/Corona support is a little different than you're normally used to. Waiting times are also longer.
- Phone support is currently closed.
- Arabic and Dutch support languages aren't available.
- English support times are Mon-Sat from 8 AM to 11 PM UTC

More information is available in this post: https://answers.ea.com/t5/General-Discussion-Feedback/IMPT-Support-Options-Update/m-p/8864082#M24974

You can contact them through The Sims Mobile app. First things first, write down your Player ID or take a screenshot of it.

- Open side menu
- Click the gear icon
- Click the 'Help & About' tab
- Click 'Help'
Your browser opens
- Scroll down and click on 'Contact Us'

Open the spoiler for picture how to get to the 'Contact Us' button:

Spoiler

The EA game advisor might ask you to perform a couple of troubleshooting steps you can find over here for Apple or Android. You can try those before contacting them, or while you're waiting on a reply.

If you're asked to clear data or reinstall the app, make sure your app is being back-upped to the App store or EA account.
The backup options might have turned off during a previous update. Your app will reset, but after creating a Sim you should get the popup to restore from the cloud.

An image in the spoiler on where to find the backup options:

Spoiler

If you choose the 'Report Bug' option you might not receive a reply from EA.

If you can't access the app for some reason. You can also contact EA outside of it.
You can contact EA through this link: https://help.ea.com/en/contact-us/
If you want to do so in a different language you can choose your country of choice in the upper right-hand corner.

You can also contact an EA game advisor through social media:
- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/

1 Reply

ConstanceTri
4 years ago
Hi Phantom and folks, I'm a newbie who starts binging Sims Mobile due to pandemic lockdown a couple months ago.
Boi! This bug has been reported since April 2020 and EA has not bother to fix it.
I have always sold duplicate right away when I got one. And then this Sep 10th, I noticed that after I have sold my Flirty III, I still have the duplicate heirloom and it still showing there are 2 in the Collection. I was hoping it will go away but no it still there... 8 days later, I got a duplicate for Generous II and also promptly sold it. Minutes later, I checked the storage and lo and behold there are still 2 heirlooms. Now I'm stuck with 2 of "duplicates" that I actually regularly got duplicates of, lol.
So although thanks to everyone's warning on this thread, I know not to sell these non existent heirlooms. But I'm worry the next time around when I got another Flirty III or Generous II, I will not be able to sell it without risking losing all. I've tried to use the Contact Us - Report a bug (since nothing is missing yet, I do not want to choose "missing content" ) to have EA remove the faux duplicates before that can happen. But they only give me the option to "Visit EA Answers HQ" - which means this thread... Is there other options for me to contact EA Help and get this fix? I will gladly give my sims ID and more info if contacted.
Thanks in advance and sorry for the long post.