Product: The Sims MobilePlatform:Apple iPhoneList the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) iPhone 7OS Version 15.2How often does the bug occur? Every time (100%)Steps: How can we find the bug ourselves? Open the game before starting the Sims Festival or "buying" the free green gift which pops up. "Buy" the free gift before starting the tutorial. The game gets stuck (see screenshot).What do you expect to see? Connection Type WifiPlease select your region EuropeCountry United Kingdom When opening the game before having started the Sims Festival (I hadn't played for a while) and at the same time trying to also open a free gift which pops up, the game gets stuck in a state where the gift wants you to click on it, and the Sims Festival tutorial wants you to click on the Sims Festival icon on the bottom right, which results in being unable to click on anything (see screenshot). Restarting the game/phone doesn't help. Deleting and reinstalling the game, and loading up the save results in the same thing. The game is unplayable as there's nothing that can be clicked.

Hey All, A bug report has been created for this issue and we are investigating it. To aid the investigation, I request you to please share your Player ID with me in a private message with the subject "Game Frozen on Opening" Thanks, SimGuruSanah

@SalixCat Thank you for replying. I was able to send her a message.

@ruckenfigur Tap on SimGuruSanah's profile icon on her post. Then, tap on CONTACT ME. This will create a new message in your INBOX.

@valerieverne Tap on the menu on the upper right side on this page. Then, tap on your user name. Finally, tap on INBOX and select COMPOSE A NEW MESSAGE. Note that SimGuruSanah's user name is @EA_Sanah

@lamekid8 try clearing cache on your phone's browser and see if it works. Another option is to try from a computer.

[Under investigation] - Game is stuck on opening screen

48 Replies

SalixCat
Hero+
4 years ago
@india7

Unfortunately this is an issue we can't help you fix from the forums.

Please use the following link to send in a ticket and get help from EA mobile advisors: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
india7
Rising Novice
4 years ago
Thanks, I started off down that route, but no luck - their best solution was to play the game on another device! I thought reporting it as a bug was the best next step. It seems like it could be a bug as someone else also posted the same thing: https://answers.ea.com/t5/Bug-Reports/Sims-mobile-presents-not-working/m-p/11115953#M21101
india7
Rising Novice
4 years ago
The outcome of my ticket with https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
"It seems to be a bug and I would suggest you to post the query on our forum which answer.ea.com for the developer to see. They'll will look into it and try to resolve it as soon as possible."
Ilois4
Hero+
4 years ago
@india7 Maybe the issue will clear in your game when the free gifts stop in couple of days. 🤔 Obviously it is still a bug with the Sim Festival tutorial getting stuck when there’s something else popping up in the game.
india7
Rising Novice
4 years ago
Thank you! Yes I think you're right, hopefully that resolves the issue!
Mkscows
4 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 11
OS Version 14.8.1
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I have no clue what I did but I’m stuck
What do you expect to see?
Connection Type Mobile
Please select your region North America
Country Canada
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I’ve restarted the game multiple times but each time I just get this
SalixCat
Hero+
4 years ago
@Mkscows If that’s the Sim festival’s tutorial, tap on the screen to continue and complete it. Many of us are getting the tutorial again.
lf2hh9cu49ld
4 years ago
I am having the same issue playing on my iPad. I’ve tried clicking all over the screen and am completely stuck, so even if this is the tutorial launching again I can’t complete it.
skotare
4 years ago
Exact same thing. It's trying to start the tutorial while giving a reward. It won't let you/me click anywhere for either transaction.
I was hoping the daily rewards/stickers would maybe unstick it, but unfortunately not.
cmtaustin
4 years ago
Ditto. Frustrating, considering how close we were to completing the Treasure Hunt Quest.