Forum Discussion
12 years ago
So this is what I got from EA Greetings John,
Thank you for contacting Electronic Arts.
First of all, I sincerely apologize for the delay in response. Going forward, we would do our best to respond in time.
I understand that you are experiencing issues with The Simpsons: Tapped Out and realize that you're very upset about this. I know such issues hamper the game really. Let us get this corrected so that you can get back to the game quickly.
With a case of this nature, we request that our customers attempt some tests on their device before trying any higher level of technical support. If you would, please try any of the following troubleshooting steps that you
have yet to attempt.
- Change your connection method (3G to Wi-Fi or vice versa)
- Power cycle your modem and router: (if applicable)
1. Unplug your router, then your modem
2. Leave both unplugged for about 1 min.
3. Plug in your modem, then router
- If you would, please exit the game, then turn off and reset your device. Then try starting the game again.
- Ensure you are running the most current version of the game (check to see if there is an update available for the
game through iTunes).
- NOTE: It is strongly recommended that you backup your saved data before attempting this step.
Access the iTunes Store within your device, ensure the app page is still in the store, and download the game again.
It may prompt you to 'Buy' the game, but once you click it, it should allow you to download for free since you
already paid for it through iTunes. Please note that we at EA have no access to your iTunes account. If you have any
disputes, please contact iTunes (Apple) directly.
- Make sure your device has the latest software:
1. Download the latest version of iTunes from http://www.apple.com/itunes
Note: If you already have iTunes installed, open it and select Help > Check for Updates. Then install any available
updates.
2. Connect your device to your computer with the USB cable, select your device in iTunes, and click the 'Update'
button or 'Check for Update' button. Install the software update if available.
If these steps above are not able to resolve your issue, please provide the following information for further
investigation:
1. Game Name:
2. Game Version: (shown in App store)
3. Type of issue: (crash, gameplay, other)
4. Description of how the error was encountered:
5. Device Type and Generation: (iPhone 3G/iPad 2/etc.)
6. Number of applications:
7. Memory Capacity:
8. Available Memory:
If available, please attach screen shots of crash logs.
If you have any other queries or concerns, please feel free to email us or visit our extensive knowledge base at http://help.ea.com.
Regards,
Satyam
Electronic Arts World Wide Customer Experience
Thank you for contacting Electronic Arts.
First of all, I sincerely apologize for the delay in response. Going forward, we would do our best to respond in time.
I understand that you are experiencing issues with The Simpsons: Tapped Out and realize that you're very upset about this. I know such issues hamper the game really. Let us get this corrected so that you can get back to the game quickly.
With a case of this nature, we request that our customers attempt some tests on their device before trying any higher level of technical support. If you would, please try any of the following troubleshooting steps that you
have yet to attempt.
- Change your connection method (3G to Wi-Fi or vice versa)
- Power cycle your modem and router: (if applicable)
1. Unplug your router, then your modem
2. Leave both unplugged for about 1 min.
3. Plug in your modem, then router
- If you would, please exit the game, then turn off and reset your device. Then try starting the game again.
- Ensure you are running the most current version of the game (check to see if there is an update available for the
game through iTunes).
- NOTE: It is strongly recommended that you backup your saved data before attempting this step.
Access the iTunes Store within your device, ensure the app page is still in the store, and download the game again.
It may prompt you to 'Buy' the game, but once you click it, it should allow you to download for free since you
already paid for it through iTunes. Please note that we at EA have no access to your iTunes account. If you have any
disputes, please contact iTunes (Apple) directly.
- Make sure your device has the latest software:
1. Download the latest version of iTunes from http://www.apple.com/itunes
Note: If you already have iTunes installed, open it and select Help > Check for Updates. Then install any available
updates.
2. Connect your device to your computer with the USB cable, select your device in iTunes, and click the 'Update'
button or 'Check for Update' button. Install the software update if available.
If these steps above are not able to resolve your issue, please provide the following information for further
investigation:
1. Game Name:
2. Game Version: (shown in App store)
3. Type of issue: (crash, gameplay, other)
4. Description of how the error was encountered:
5. Device Type and Generation: (iPhone 3G/iPad 2/etc.)
6. Number of applications:
7. Memory Capacity:
8. Available Memory:
If available, please attach screen shots of crash logs.
If you have any other queries or concerns, please feel free to email us or visit our extensive knowledge base at http://help.ea.com.
Regards,
Satyam
Electronic Arts World Wide Customer Experience
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