After my game being broken for nearly 4 months. I went through over 15 EA Customer Service (CS) reps. I was denied a roll back until after completing 5 events and by the time they offered to do a roll back for they said I collected too many items so they would not restore any of them (even if I paid real world money for many of those items). So my choice was continue to play a broken game or do a roll back 4 months ago and loose all of the Halloween / Black Friday / Cyber Monday / Christmas / New Years items I earned while they denied my roll back request.
I was not going to loose all of the items I paid for with both time and real world money....so after 4 months I refused the roll back if they would not restore my items accrued while they stalled the roll back.
But today a CS rep emailed that he fixed my game. I was worried he just rolled back game and I lost all of my items over the last 4 months. ........
......But all my items over the last 4 months were there! AND MY GAME NOW WORKS AGAIN!!!!!!
I can now use the character button to jump to where a character is. I can now use Raily Yard and earn donuts. My IRS wide radius of clearing in a single tap works again. The mini games all work again.
So I do not know what he did..........BUT there is a solution that EA has to keep all your current items and design AND Fix A Broken Game with this glitch!!!!!!!!!
I did give that CS rep this thread link and I did ask him if he could post any help to everyone else in this thread could get the same help or what to tell the CS rep helping you to guide him to this working solution.....hopefully he does post!
That is hopeful then! I called and spoke with a person this morning and he said there isn't anything more he can do but that they would work on something as rollbacks before when this first happened did not work. I will call back next week if nothing changes most likely and will keep calling since I would like this fixed too! He said they were aware of my problem for my game and the studio was working on it (whatever that means).
After my game being broken for nearly 4 months. .........today a CS rep emailed that he fixed my game........AND MY GAME NOW WORKS AGAIN!!!!!!
I can now use the character button to jump to where a character is. I can now use Rail Yard and earn donuts. My IRS wide radius of clearing in a single tap works again. The mini games all work again.
So I do not know what he did..........BUT there is a solution that EA has to keep all your current items and design AND Fix A Broken Game with this glitch!!!!!!!!!
I did give that CS rep this thread link and I did ask him if he could post any help to everyone else in this thread could get the same help or what to tell the CS rep helping you to guide him to this working solution.....hopefully he does post!
============================================== EDIT: I did discover that there are few things I have to redo that were not restored, like
i have to still re-unlock my characters to be able to craft in SH.
I have to start over in Rail Yard for daily rounds to get to the 5 Donut rewards for each round award again.
I have to start over at level 1 on building items like by big cedar tree and Monty's Mountain of Gold
But these are a very minor effort to get back up to speed when looking at all the time now saved with playing with a working game.
Also....in case anyone is curious..... When he fixed my game, I was able to keep all of my donuts and in game cash too!
============================================== Update: Here is the response from the EA CS rep that fixed my game to my request that he look at all the players in this thread and get this fix to help everyone here too:
Also I ensure to forward your concern to our developers , so the players affected due to this impending issue can be easily mitigated by referring to the help link to the threads in The Simpsons: Tapped Out forum.
I did notice one other item that is not accurate with my game after the it was broken and fixed......I started noticing when collected Cash that it was not adding up as it should.
I should have 493.8% Bonus (not counting hidden XP). So I did some quick observations and calculations to determine what my Bonus % really is........and my Bonus % is wrong!!!!
My game is actually giving me cash back with a 596.3% Bonus!!!! I now have a mysterious 102.5% Bonus freebie that I should not have. And it does increase at a normal rate if I buy a new item with a Bonus %.
I don't think I will submit a trouble ticket to EA to fix this broken part in my game.
Good on you it may not be a glitch just things you forgot you had that have now been deleted but still remain like the ghost of Christmas past. Glad they fixed you plus more
Nope, not any items I forgot....when clicking on the stars it gives the Bonus %....when I do the math I get cash Bonus % plus the extra too!
I also just had another good glitch. After the fix I had to start over on the Rail Yard rounds, so now I have 4 Monorail Tunnels going through the mountains between SH and the main town. LOL
Nope, not any items I forgot....when clicking on the stars it gives the Bonus %....when I do the math I get cash Bonus % plus the extra too!
I also just had another good glitch. After the fix I had to start over on the Rail Yard rounds, so now I have 4 Monorail Tunnels going through the mountains between SH and the main town. LOL
what do you mean about starting over for donuts? when will donuts resume because I am in the same boat and only remember getting donuts.
The prize rounds for the Rail Yard starts out with giving you the tunnels for the monorail for the mountains between SH and the main town. The first round gives you a tunnel, the second round gives you 10 donuts, then something like the 5th round gives you the second tunnel. Then it is 5 donuts every prize round after that.
I originally completed all the prize rounds before my game broke which broke my Rail Yard so I could never earn any prize rounds anymore while my game remained broken.
So after he fixed my game, my Rail Yard was basically reset so I got to start over with this with the first round again as if I never completed any before. So I get to "re-earn" a second set of tunnels (for a total of 4 tunnels) before I get back to just the 5 donuts standard rounds again.
That's so great, hobbesisreal!!! I've been having all the same issues (broken character finder, tap radius, redwood, money mountain, railyard, etc,etc) and have been hoping they fix themselves after an update, but have not. I've been dreading contacting CS in case I get the run-around or lose progress.
So, what's the best way of getting this fixed now?
I got some of the issues fixed but not all for some reason. I contacted EA by email and then eventually called and then they fixed it a day or two after that.
I have made contact with my seventh rep through ea support and was directed to post on the forums (again). I will continue to reach out through chat support. In the meantime after going through my town i'll share details on the glitches i am experiencing.
*** Character icon in the top left corner no longer links to the character. All characters have to be manually found or be sent on tasks using the unemployment office or the town census in the city hall building. Without the working character icon it really slows down the game.
*** The tap radius is greatly decreased. The IRS building has been leveled up to max level 9 but when collecting income and xp from characters and buildings the tap radius is glitched to level 2.
*** The monorail mini game that rewards 5 donuts is unplayable. It says i've won the prizes for this week but it doesn't reset for the following week. The minigame is suppose to reset upon completion and i am usually able to complete it in 2 days and the game resets immediately to collect prizes but this no longer happens.
*** The Hot Chili Pepper Minigame is no longer playable. It is currently rewarding chili peppers even though this questline has completed.
*** Friendship points has been reset even though i have all prizes. When i visit friends towns it says i am level one but i cannot advance when i collect friendship points
*** I have completed the springfield heights questline but my characters that i had unlocked for jobs to produce resources have been locked again.
*** The Mr. Burns Money Mountain has been reset even though that questline has been finished and prizes rewarded. Displays the level 1 graphic and cannot be changed.
*** Lisa's Giant Redwood Tree quest has also been reset even though the questline has been completed and prizes rewarded. Displays level 1 graphic and cannot be changed.
*** Tapping the Monorail Billboard no longer brings up the Railyard Project Board Menu.
*** The following skins on buildings are stuck on their current graphics and cannot be changed to alternate skins:
The Best Snowman Ever
Moe's Exotic Petting Zoo
Gingerbread Mansion
Fortress of Lonelitude
Krustyland Shuttle Bus
Reindeer Burger Truck
Storing them in inventory and replacing the buildings causes the skin to default to level 1 and cannot be changed.
That's so great, hobbesisreal!!! I've been having all the same issues (broken character finder, tap radius, redwood, money mountain, railyard, etc,etc) and have been hoping they fix themselves after an update, but have not. I've been dreading contacting CS in case I get the run-around or lose progress.
So, what's the best way of getting this fixed now?
First of all, it is important that you know that there are currently now two fixes for this issues:
Roll Back Game To Last Working Day. Generally speaking EA will resist to restore any donuts / purchased or earned inventory items that you gained between the roll back date and the current day it is done.
The best way to approach this is to get them roll back your game IMMEDIATELY your game is broken so it is not a big deal of things you might have gained (and will loose) in that last 1-4 days. This small loss is not worth the fight, your game is fixed and move on.
This is often left to the compassion of the CS Rep you are working with. It is easier for them to say just wait for an update so you need to politely but firming insist to roll back your game now.
The second fix is the REAL FIX.....there are now 3 people in this thread that EA has used the real fix for. It is when an EA rep finds the "bugged variables" and corrects them. Once done, the game works again without any loss of progress from a roll back. BUT for some reason 99.98% of CS EA reps do not know a real fix exists, let alone how do to it themselves. Again if you are soooo far along that rolling back and loosing months of donuts and inventory items is not a feasible option then you must remain firm (but always polite) that they find the real fix that has been applied now multiple times to players in this thread.
The best advice to achieve either one of the two fixes listed above that I can give is basically what has already been given by a few others in this thread.......
ALWAYS Remain Polite...............You remain firm and polite at the same time. No matter how frustrated you get....no matter how incompetent the current EA CS rep that is working with you at the moment is...... NEVER loose your cool NEVER call them any names. If you use loose your cool and/or use any profanity many CS reps will immediately end your current discussion until you cool off (which truthfully I cannot fault them with).
Remain Firm........ I remained firm (but always polite) that there is a fix (and now two fixes) and it is not honest on their part to victimize the customer for their error (i.e. refuse to roll back my account for weeks then when they finally offered to do that they refused to restore the items they encouraged me to buy with real world money and time earned in events because they felt it was too many items because they stalled too long).
Do Not Give Up...... It was due to my persistence that finally got me to an EA CS Rep that actually cared enough (or simply knew enough) to take the time to find a way to fix my game the right way. Be mentally prepared that you will go through more than 10 EA CS reps and may take several weeks or months as in my case. I personally went through probably at least 15-20 reps over a 4 month period.
I did want to share some insight I learned on how to ask for a roll back. How to identify what backup file to use for your rollback to make sure you loose the least amount of progress. The American team (and apparently ONLY the American Customer Service reps and not the outsourced vendor Customer Service centers like the one in the Philippines) can look at the backups and see some key things....
They can see the level of the broken parts of the game, i.e. if you are level 20 Friend Points (FP) but the back up they are looking at level 1, then that backup has the The Glitch. But if your FP is level 20, it is a safe backup to use. Same for IRS tapping radius level, etc....
They can also see premium items you owned during that backup. So if you know you a premium item 12 hours and 3 logins before you were hit with the glitch and they see that premium item in your backup file
You put those two items together and you can narrow down the most recent valid backup to restore (after you bought that last premium item and before the broken item levels are at 1.
I personally advise to also spread the word and make this glitch and the fact there is a REAL FIX as publicly known as possible. If you are involved in other TSTO forums, share it there. Make your voice heard here in this forum. The bigger the spotlight on EA hopefully the more they will simply share the REAL FIX with their own employees to resolve this issue with players so we can turn off the spotlight on them.
I too am facing the same issues as everyone else. The first time it happened was 2 weeks ago during the buck stops here mini event. After 6 days I finally got my roll back and had enough time to complete the mini event, again.
Now, 2 weeks later I have the same issues as you all are having and that I had previously. This started again on Sunday, 2 weeks to the day from the roll back. I immediately contacted ea customer service. The next morning it was fixed....until 12 hours later and it happened again. So I once again contacted them. I received a reply that I have a corrupted profile and the specialists need to handle it. I haven't heard anything else from them.
This is rather frustrating especially during a big event.
Okay, I put in a call request (which was answered in about 30 seconds). Ian (sp?), took my info, recorded all my issues, then told me it would be forwarded to a specialist. My list was 14 issues, and I'm going to continue to be optimistic of a good outcome.
If any of you remember back to the first Christmas event, then you know what real pain is. At least the game is still playable albeit a little more inconvenienced.
I opened a ticket in early December after two unsuccessful chats (including one rollback fail) and a call that led to nothing. I opened a mail ticket again in early January and they told me to just wait. And this is what I did... today I received this message:
Hi frederanna, good day to you! Our specialist already fix your issue so you don't have nothing to worry about. And as a compensation for the wait we also provided you 50 donuts on your account. I hope we could make you happy and satisfied with that. Thank you so much for your patience.
So my character icon works again which was the most annoying bug to me. Friends Points are back to maximum again. However, the tapping radius is still minimum, the monorail and money mountain bugs are still there.
I will open a new ticket for this ones, hoping that they can fix this, too. But we are getting there... :-)
Yaaay! My character icon WORKS! :-) ....... However, the tapping radius is still minimum, the monorail and money mountain bugs are still there.
I will open a new ticket for this ones, hoping that they can fix this, too. But we are getting there... :-)
Yeah!!!! So hopefully the word among EA CS reps that there is an actual fix for this glitch is being shared (though from other other resent posts it is being shared very slowly).
I also am having the same issues, but have a warning:
DO NOT MENTION IF YOU PLAY WITHIN AN EMULATOR
Apparently that's grounds for them to assume you're modding the game, even if you're not.
If an EA staffer learns you’re using an emulator, they won’t help you — period. Whether or not they suspect you’re modding the game is really moot. EA’s basic position on this matter is that they don’t guarantee their app’s performance on emulators and, as a corollary, they will not troubleshoot bugs that arise with apps running on them. Just in case you’re in any doubt, you can check EA’s TOS.
I am having the same issues described here. It makes the game unplayable if you can't tap the character and be brought right to them. Devs, please fix! My money mountain is gone, so is my redwood progress! Long time player.
I am having the same issues described here. It makes the game unplayable if you can't tap the character and be brought right to them. Devs, please fix! My money mountain is gone, so is my redwood progress! Long time player.
Given how long this bug has been in existence (the better part of a year), it’s extremely unlikely that EA is going to issue some sort of patch that fixes this. You’re going to need to be proactive and contact EA Help. Check out @hobbesisreal ‘s post dated 29 January as a starting point.
Replies
That is hopeful then! I called and spoke with a person this morning and he said there isn't anything more he can do but that they would work on something as rollbacks before when this first happened did not work. I will call back next week if nothing changes most likely and will keep calling since I would like this fixed too! He said they were aware of my problem for my game and the studio was working on it (whatever that means).
I did notice one other item that is not accurate with my game after the it was broken and fixed......I started noticing when collected Cash that it was not adding up as it should.
I should have 493.8% Bonus (not counting hidden XP). So I did some quick observations and calculations to determine what my Bonus % really is........and my Bonus % is wrong!!!!
My game is actually giving me cash back with a 596.3% Bonus!!!! I now have a mysterious 102.5% Bonus freebie that I should not have. And it does increase at a normal rate if I buy a new item with a Bonus %.
I don't think I will submit a trouble ticket to EA to fix this broken part in my game.
I also just had another good glitch. After the fix I had to start over on the Rail Yard rounds, so now I have 4 Monorail Tunnels going through the mountains between SH and the main town. LOL
what do you mean about starting over for donuts? when will donuts resume because I am in the same boat and only remember getting donuts.
I originally completed all the prize rounds before my game broke which broke my Rail Yard so I could never earn any prize rounds anymore while my game remained broken.
So after he fixed my game, my Rail Yard was basically reset so I got to start over with this with the first round again as if I never completed any before. So I get to "re-earn" a second set of tunnels (for a total of 4 tunnels) before I get back to just the 5 donuts standard rounds again.
So, what's the best way of getting this fixed now?
*** Character icon in the top left corner no longer links to the character. All characters have to be manually found or be sent on tasks using the unemployment office or the town census in the city hall building. Without the working character icon it really slows down the game.
*** The tap radius is greatly decreased. The IRS building has been leveled up to max level 9 but when collecting income and xp from characters and buildings the tap radius is glitched to level 2.
*** The monorail mini game that rewards 5 donuts is unplayable. It says i've won the prizes for this week but it doesn't reset for the following week. The minigame is suppose to reset upon completion and i am usually able to complete it in 2 days and the game resets immediately to collect prizes but this no longer happens.
*** The Hot Chili Pepper Minigame is no longer playable. It is currently rewarding chili peppers even though this questline has completed.
*** Friendship points has been reset even though i have all prizes. When i visit friends towns it says i am level one but i cannot advance when i collect friendship points
*** I have completed the springfield heights questline but my characters that i had unlocked for jobs to produce resources have been locked again.
*** The Mr. Burns Money Mountain has been reset even though that questline has been finished and prizes rewarded. Displays the level 1 graphic and cannot be changed.
*** Lisa's Giant Redwood Tree quest has also been reset even though the questline has been completed and prizes rewarded. Displays level 1 graphic and cannot be changed.
*** Tapping the Monorail Billboard no longer brings up the Railyard Project Board Menu.
*** The following skins on buildings are stuck on their current graphics and cannot be changed to alternate skins:
The Best Snowman Ever
Moe's Exotic Petting Zoo
Gingerbread Mansion
Fortress of Lonelitude
Krustyland Shuttle Bus
Reindeer Burger Truck
Storing them in inventory and replacing the buildings causes the skin to default to level 1 and cannot be changed.
First of all, it is important that you know that there are currently now two fixes for this issues:
The best way to approach this is to get them roll back your game IMMEDIATELY your game is broken so it is not a big deal of things you might have gained (and will loose) in that last 1-4 days. This small loss is not worth the fight, your game is fixed and move on.
This is often left to the compassion of the CS Rep you are working with. It is easier for them to say just wait for an update so you need to politely but firming insist to roll back your game now.
The best advice to achieve either one of the two fixes listed above that I can give is basically what has already been given by a few others in this thread.......
You put those two items together and you can narrow down the most recent valid backup to restore (after you bought that last premium item and before the broken item levels are at 1.
Now, 2 weeks later I have the same issues as you all are having and that I had previously. This started again on Sunday, 2 weeks to the day from the roll back. I immediately contacted ea customer service. The next morning it was fixed....until 12 hours later and it happened again. So I once again contacted them. I received a reply that I have a corrupted profile and the specialists need to handle it. I haven't heard anything else from them.
This is rather frustrating especially during a big event.
If any of you remember back to the first Christmas event, then you know what real pain is. At least the game is still playable albeit a little more inconvenienced.
I opened a ticket in early December after two unsuccessful chats (including one rollback fail) and a call that led to nothing. I opened a mail ticket again in early January and they told me to just wait. And this is what I did... today I received this message:
Hi frederanna, good day to you! Our specialist already fix your issue so you don't have nothing to worry about. And as a compensation for the wait we also provided you 50 donuts on your account. I hope we could make you happy and satisfied with that. Thank you so much for your patience.
So my character icon works again which was the most annoying bug to me. Friends Points are back to maximum again. However, the tapping radius is still minimum, the monorail and money mountain bugs are still there.
I will open a new ticket for this ones, hoping that they can fix this, too. But we are getting there... :-)
Yeah!!!!
DO NOT MENTION IF YOU PLAY WITHIN AN EMULATOR
Apparently that's grounds for them to assume you're modding the game, even if you're not.
If an EA staffer learns you’re using an emulator, they won’t help you — period. Whether or not they suspect you’re modding the game is really moot. EA’s basic position on this matter is that they don’t guarantee their app’s performance on emulators and, as a corollary, they will not troubleshoot bugs that arise with apps running on them. Just in case you’re in any doubt, you can check EA’s TOS.
Given how long this bug has been in existence (the better part of a year), it’s extremely unlikely that EA is going to issue some sort of patch that fixes this. You’re going to need to be proactive and contact EA Help. Check out @hobbesisreal ‘s post dated 29 January as a starting point.