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Solutions to Common Issues

mwdalton
11548 posts Member
How to contact EA technical support.

Go to https://help.ea.com/contact-us
Log in with your Origin ID
Type "Simpsons Tapped Out" in to the search bar titled "search all products"
Click on the "Simpsons Tapped Out" logo. Some popular troubleshooting options will appear in the window to the right.
If these don't solve your problem, click the "Next" button that's located below the initial recommendations box.
Select your appropriate platform
The window to the right will update with some more relevant troubleshooting guides. If none of these are relevant to your issue, click "Next" again.
On the next screen click on the "select a topic" scroll bar and scroll down to the issue relevant to you.
Insert some more details in to the box below and then click on "Next"
Choose the "email me" option.
Fill in all details relevant to your problem and hit "submit".

Please be aware it can take 4-6 weeks from reporting the issue to a resolution/fix being provided.

Replies

  • mwdalton
    11548 posts Member
    edited April 2014
    Issue
    When logged in to Origin, account/town has been reset to level 1

    Solution 1
    Try accessing the game from a different device.
    When accessing the game from a different device, if you get an error message that says "Your other device didn’t save your Springfield. Please sign into that device before playing.” <a href='http://forum.ea.com/eaforum/posts/list/9792633.page#30688587'>then see this post</a>.

    Solution 2
    Try force-closing the game app from the multitasking menu and then reopening it. It may take a couple tries for your Springfield to appear again. How to force close the app:

    Apple devices
    Exit The Simpsons: Tapped Out
    Double-click the home button on your device to bring up the multitasking bar at the bottom
    Tap and hold the Tapped Out icon until you see the red "minus" button
    Tap the red "minus" button to close the app.

    Android devices
    1. Go to Settings -> Device -> Applications manager -> Tapped Out
    2. Press "Clear data"
    3. Choose "OK"
    4. Launch game
    Game now downloads all updates again
    5. Enter email and password.
    6. You should now get the following error message: "Warning. Your other device didn't save your springfield. please sign into that device before playing"
    7. Choose "Play Now"
    8. You should now get the message "Play anyway? Some progress made on your other device might be lost"
    9. Choose "Continue"

    Solution 3
    If that does not work, try deleting and then re-installing your app.

    First, make sure you're using iOS version 4.3.3 or later so you can access the "Not On This iPhone/iPad" section of the App Store. On an iPhone, you can find this section in the App Store > Updates > Purchased > "Not On This iPhone." On an iPad, you can find it under App Store > Purchased > "Not On This iPad."
    Once you've made sure you have access to this section of the App Store, please deleteThe Simpsons: Tapped Out from your device. To delete the app, tap and hold the "Tapped Out" icon on the home screen of your iOS device until you see an "X" in the upper left-hand corner of the icon. You will get a message asking if you want to "Delete Tapped Out." Tap the "Delete" button to remove the app.
    Once the app is deleted, go to the Purchased -> "Not On This iPhone/iPad" section of the App Store and find "The Simpsons: Tapped Out." Tap the "Install" button to reinstall the app.

    Solution 4
    If none of these solutions work then <a href='https://help.ea.com/contactus'>contact EA technical support</a>
  • mwdalton
    11548 posts Member
    edited April 2014
    Issue
    The following message comes up on screen:
    B8zSK0Pl.jpg

    Solution
    Click "Play now."
    Next message:
    D0tCNHhl.jpg
    Click "Continue."
    Your town should load as normal
  • mwdalton
    11548 posts Member
    edited April 2014
    Issue
    Device shows lower level Springfield and asks if it is your town:
    UuHcFTLl.jpg

    Solution
    Click "No."
    Next message:
    QyMeaMpl.jpg
    Select "New".
    Your original town should load as normal.
  • mwdalton
    11548 posts Member
    edited April 2014
    Issue
    "Cannot connect to server" comes up when trying to load the game

    Solution
    Unfortunately there isn't a solution that is guaranteed to work every time. However some things to try are the following:
    - Force closing all other apps on your device to free up as much of your device's memory as possible.
    - Ensuring that you are connected to a Wi-Fi connection rather than 3G/4G to ensure you have the fastest internet connection possible.
    - Trying to access your town at quieter periods of the day when it is likely that fewer people are playing.
    - Accept or decline any pending friend requests. There have been reports from players with 80+ pending friend requests that they suffer severe performance issues on their games or an inability to even access their game.<a href='http://forum.ea.com/eaforum/posts/list/0/9919564.page#32490043'>If required, see this post on a step-by-step guide on how to do this</a>
  • mwdalton
    11548 posts Member
    edited November 2016
    Issue
    Characters get stuck or go missing off the map in the game

    Solution
    Store and replace the building that corresponds with the character to have them release back in to your game again.

    Note that sometimes two characters "share" a building and will both reset (e.g. Marge and Moe).

    Abraham Lincoln - Lincoln's Cabin
    Agnes - Skinner House
    Akira - Happy Sumo
    Amber Simpson - No building associated with this character. Contact EA Support to retrieve them
    Annual Gift Man - No building associated with this character. Contact EA Support to retrieve them
    Apu - Kwik-E-Mart
    Arnie Pye - No building associated with this character. Contact EA Support to retrieve them
    Artie Ziff - ZiffCorp Sign
    Barbarian - No building associated with this character. Contact EA Support to retrieve them
    Barney - Barney's Bowlarama
    Bart - Bart's treehouse
    Becky - Der Krazy ****
    Belle Derrierre - Maison Derriere
    Bernice Hibbert - Vulgari
    Birthday Spuckler - No building associated with this character. Contact EA Support to retrieve them
    Blue Funzo (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Blue Haired Lawyer - No building associated with this character. Contact EA Support to retrieve them
    Boobarella - No building associated with this character. Contact EA Support to retrieve them
    Bob Clone - No building associated with this character. Contact EA Support to retrieve them
    Bonestorm Santa - No building associated with this character. Contact EA Support to retrieve them
    Brandine Spuckler - No building associated with this character. Contact EA Support to retrieve them
    Kent Brockman - Channel 6
    Buck McCoy - Wild West Film Set
    Bulldozer-Saurus - No building associated with this character. Contact EA Support to retrieve them
    Bumblebee Man - No building associated with this character. Contact EA Support to retrieve them
    Bunny #24601 - No building associated with this character. Contact EA Support to retrieve them
    Burns Monster - No building associated with this character. Contact EA Support to retrieve them
    Candy Kevin - No building associated with this character. Contact EA Support to retrieve them
    Casino Nessie - No building associated with this character. Contact EA Support to retrieve them
    Capital City Goofball - No building associated with this character. Contact EA Support to retrieve them
    Carl - Springfield Buddhist Temple
    Cedric Terwilliger - No building associated with this character. Contact EA Support to retrieve them
    Chalmers - Springfield High School
    Charcoal Briquette - No building associated with this character. Contact EA Support to retrieve them
    Chester Dupree - Unfinished Shed
    Chester Lampwick - Rocket Car
    Chippy - No building associated with this character. Contact EA Support to retrieve them
    Chirpy Boy & Bart Junior - No building associated with this character. Contact EA Support to retrieve them
    Christmas Raccoon - No building associated with this character. Contact EA Support to retrieve them
    Citizen Solar - No building associated with this character. Contact EA Support to retrieve them
    Clawing Zombie (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Cletus - Cletus's Farm
    Coach Krupt - Springfield YMCA
    Cocoa Beany - Ah Fudge! Factory
    (The) Collider - No building associated with this character. Contact EA Support to retrieve them
    Comic Book Guy - Android's Dungeon
    Cookie Kwan - Red Blazer Realty but this can't be stored. Contact EA Support to retrieve her
    Crazy Cat Lady - Crazy Cat House
    Crazy Zombie (NPC) - Contact EA Support to retrieve them
    Cregg Demon - No building associated with this character. Contact EA Support to retrieve them
    Dame Judith Underdunk - No building associated with this character. Contact EA Support to retrieve them
    Dancing Reindeer - No building associated with this character. Contact EA Support to retrieve them
    Database - Honest John’s Computers
    Death - No building associated with this character. Contact EA Support to retrieve them
    Declan Desmond - Woosterfield Hotel
    Dewey Largo - Lotto ’N’ Liquor
    Disco Stu - Stu's Disco
    Disco Zombie - No building associated with this character. Contact EA Support to retrieve them
    Dolph - Noiseland Arcade
    Don Vittorio - Rancho Relaxo
    Dr. Colossus - No building associated with this character. Contact EA Support to retrieve them.
    Dr. Crab - No building associated with this character. Contact EA Support to retrieve them
    Dr. Hibbert - Hibbert Family Practice
    Dr. Marvin Monroe - Monroe Family Centre
    Dr. Nick - No building associated with this character. Contact EA Support to retrieve them
    Dr. Robert Terwilliger - No building associated with this character. Contact EA Support to retrieve them
    Drederick Tatum - Springfield Coliseum
    Dubya Spuckler - No building associated with this character. Contact EA Support to retrieve them
    Duffman - Duff Brewery
    Eddie - S.W.A.T. Van
    Egg Council Guy - No buiilding associated with this character. Contact EA Support to retrieve them
    Fallout Boy - Superior Squad HQ
    Fat Tony - No building associated with this character. Contact EA Support to retrieve them
    Father Sean - No building associated with this character. Contact EA Support to retrieve them
    Fiddler (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Fire Eater (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Formless Terror - No building associated with this character. Contact EA Support to retrieve them
    The Fracker - No building associated with this character. Contact EA Support to retrieve them
    Francesca Terwilliger - Italian Villa
    Frank Grimes - Forgotten grave
    Frankie The Squealer - No building associated with this character. Contact EA Support to retrieve them
    Freddy Quimby - Quimby Compound
    Freedom - No building associated with this character. Contact EA Support to retrieve them
    French Waiter - No building associated with this character. Contact EA Support to retrieve them
    Frinkenstein - No building associated with this character. Contact EA Support to retrieve them
    Frink's Robot Dog - No building associated with this character. Contact EA Support to retrieve them
    Frog Prince (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Frosty The Hitman - No building associated with this character. Contact EA Support to retrieve them
    Furious D - No building associated with this character. Contact EA Support to retrieve them
    Gabbo & Arthur - No building associated with this character. Contact EA Support to retrieve them
    George Washington - Ye Olde Cherry Tree
    Ginger Flanders - No building associated with this character. Contact EA Support to retrieve them
    Gino Terwilliger - It's A Wonderful Knife
    Giuseppe - Giuseppe’s Workshop
    Grampa - Retirement Castle
    Greta Wolfcastle - Springfield Preparatory School
    Groundskeeper Seamus - Notre Dame of Springfield
    Grumple - No building associated with this character. Contact EA Support to retrieve them
    Gummy Joe - No building associated with this character. Contact EA Support to retrieve them
    Handsome Pete (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Hank Scorpio - Volcano Lair
    Hans Moleman - No building associated with this character. Contact EA Support to retrieve them
    Helen Lovejoy - Municipal House of Pancakes
    Helter Skelter - No building associated with this character. Contact EA Support to retrieve them
    Herb Powell - Powell Motors
    Herman - Herman's Military Antiques
    Hippie - Uriah's Heap Recycling Centre
    Homer - Can’t store Simpsons house. Contact EA Support to retrieve him
    Homer Barbarian - No building associated with this character. Contact EA Support to retrieve them
    Homer Dog - No building associated with this character. Contact EA Support to retrieve them
    Hugo Simpson - No building associated with this character. Contact EA Support to retrieve him
    Hugs Bunny - No building associated with this character. Contact EA Support to retrieve them
    Imaginary Bear - No building associated with this character. Contact EA Support to retrieve them
    IRS Drone - No building associated with this character. Contact EA Support to retrieve them
    Itchy Mascot (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Jacqueline Bouvier - Piggly’s Super Smorg
    Janey Powell - Gold Navy
    Jasper - Community Center
    Jay - No building associated with this character. Contact EA Support to retrieve them
    Jesse Grass - No building associated with this character. Contact EA Support to retrieve them
    Jessica Lovejoy - Lovejoy Residence
    Jimbo Jones - No building associated with this character. Contact EA Support to retrieve them
    Johnny Tight-Lips - Plato's Republic Casino
    Jub-Jub - Springfield Pet Shop
    Judge Snyder - Courthouse
    Juggler (NPC) - No building associated with this character. Contact EA Support to retrieve them
    K9 Officer (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Kearney - No building associated with this character. Contact EA Support to retrieve them
    Kearney's Other Son - No building associated with this character. Contact EA Support to retrieve them
    King Snorky (NPC) - No building associated with this character. Contact EA Support to retrieve them
    King Winter - King Winter’s Cave
    Kirk - Bachelor Apartments
    Kodos - Kodos' Crashed UFO
    Krusty - Krusty Burger
    Kumiko - No building associated with this character. Contact EA Support to retrieve them
    Lance Murdoch - Danger Pool
    Legs - Fat Tony's Compound
    Lenny - Springfield Buddhist Temple
    Leprechaun - Wishing Well
    Lindsay Naegle - Marketing Agency
    Lisa - Can’t store Simpsons house. Contact EA Support to retrieve her
    Lou - S.W.A.T Van
    Louie - Fat Tony's Compound
    Luann - Cracker Factory
    Lucille Botzcowski - Rubber Baby Buggy Bumpers
    Lucius Sweet - No building associated with this character. Contact EA Support to retrieve them
    Lugash - Lugash's Gym
    Luigi - Luigi’s
    Luke Stetson - Hootenany Barn
    Lumpy (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Lunchlady Dora - Springfield Slaughterhouse
    Lurleen - Beer-N-Brawl
    Manjula - Apu's Apartment
    Marge - Moe's Tavern
    Martha Quimby - Spiffany's
    Martin - Springfield Library
    Marvin Monroe - Monroe Family Centre
    Matt Groening - Writer’s Building
    Maude - Gypsy Fortune Teller Shop
    Mayan God - Mayan Artifact
    Michael D'Amico - D'Amico Summer Home
    Milhouse - Van Houten House
    Mime (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Mindy - Madame Chao’s
    Miss Hoover - Ah Fudge! Factory
    Miss Springfield - Sleep-Eazy Motel
    Model Doughnut - No building associated with this character. Contact EA Support to retrieve them
    Moe - Moe's Tavern
    Mojo - No building associated with this character. Contact EA support to retrieve them
    Molloy - Springfield Museum
    Mona - No building associated with this character. Contact EA Support to retrieve them
    Mr. Burns - Cooling Towers
    Mr. Costington - Costington's
    Mr. Teeny - No building associated with this character. Contact EA Support to retrieve them
    Mrs. Krabappel - Krabappel Apartment
    Mrs. Muntz - Classy Girls Strip Club
    Mrs. Sinclair - Ayn Rand School For Tots
    Mutant **** - No building associated with this character. Contact EA Support to retrieve them
    Mutant Rabbit - No building associated with this character. Contact EA Support to retrieve them
    Ned - Flanders House
    Nelson - Muntz House
    Northern Irish Leprechaun - Pride Of Ulster Banner
    Number 1 - Stonecutter’s Lodge
    Old Jewish Man - Overpass Diner
    Old King Coal - No building associated with this character. Contact EA Support to retrieve them
    Otto - School Bus
    Paris Texan - Billionaire Haven
    Patty - Spinster City Apartments
    Pet Mutant Plant - No building associated with this character. Contact EA Support to retrieve them
    Pet Mutant Seedling - No building associated with this character. Contact EA Support to retrieve them
    Pet Snake (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Petroleus Rex - Tar Pits
    Pink Funzo (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Plopper - Crazy Silo
    Pokey - No building associated with this character. Contact EA Support to retrieve them
    Poochie Mascot (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Princess Kashmir - Florence of Arabia
    Prof. Frink - Frink's Lab
    Prospector (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Purple Funzo (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Quimby - Town Hall
    Radioactive Man - No building associated with this character. Contact EA Support to retrieve them
    Ralph - Wiggum House
    Raphael (Wise Guy) - Googolplex
    Ray Patterson - No building associated with this character. Contact EA Support to retrieve them
    Rev. Lovejoy - First Church of Springfield
    Rex Banner - Nighthawk Diner
    Richard Nixon - ScandalGate Hotel
    Rich Texan - No building associated with this character. Contact EA Support to retrieve them
    Robby the Automaton (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Rod Flanders - No building associated with this character. Contact EA Support to retrieve them
    Roger Meyers Jr - Itchy & Scratchy Studio
    R.O.S.A - No building associated with this character. Contact EA Support to retrieve them
    Roscoe - Ajax Steel Mill
    Ruth Powers - Shotkickers
    Sanjay - Sanjay's House
    Santa's Little Helper (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Scoutmaster - No building associated with this character. Contact EA Support to retrieve them
    Scratchy Mascot (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Sea Captain - Houseboat
    Sebastian Cobb - Rail Yard
    Selma - Spinster City Apartments
    Senile Zombie (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Shary Bobbins - No building associated with this character. Contact EA Support to retrieve them
    Shauna - No building associated with this character. Contact EA Support to retrieve them
    Sherri & Terri - No building associated with this character. Contact EA Support to retrieve them
    Short Bob Clone - No building associated with this character. Contact EA Support to retrieve them
    Shuffling Zombie (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Sideshow Bob - No building associated with this character. Contact EA Support to retrieve them
    Sideshow Mel - Krustylu Studios
    Skinner - Springfield Elementary
    Smithers - Burns Manor
    Snake - Springfield Penitentiary
    Snarling Zombie (NPC) - No building associated with this charcter. Contact EA Support to retrieve them
    Snowball II - No building associated with this character. Contact EA Support to retrieve them
    Snow Monster - No building associated with this character. Contact EA Support to retrieve them
    Space Coyote - Pro-Shop
    Space Marshmallow - Meteor Egg
    Space Mutant - Drive-In Theater
    Springy - No building associated with this character. Contact EA Support to retrieve them
    Squeaky Voiced Teen - No building associated with this character. Contact EA Support to retrieve them
    Stacy Lovell - Malibu Stacy Headquarters
    Starspawn - No building associated with this character. Contact EA Support to retrieve them
    Stampy - No building associated with this character. Contact EA Support to retrieve them
    Stewart Duck - No building associated with this character. Contact EA Support to retrieve them
    Suzanne the Witch - Gingerbread House
    Talking Krusty Doll - No building associated with this character. Contact EA Support to retrieve them
    Tall Bob Clone - No building associated with this character. Contact EA Support to retrieve them
    Todd Flanders - No building associated with this character. Contact EA Support to retrieve them
    Tom O'Flanagan - O'Flanagan's Pub
    Tribal Chief - Casino
    Tumbleweed (NPC) - No building associated with this character. Contact EA Support to retrieve them
    Turkey - No building associated with this character. Contact EA Support to retrieve them
    Twonicorn - No building associated with this character. Contact EA Support to retrieve them
    Uter - The Hungry Hun
    Western Snake - No building associated with this character. Contact EA Support to retrieve them
    Whitney Spuckler - No building associated with this character. Contact EA Support to retrieve them
    Wiggum - Police Station
    Willie - Willie's Shack
    Wind Lad - No building associated with this character. Contact EA Support to retrieve them
    Wolfcastle - Wolfcastle's Mansion
    Yes Guy - No building associated with this character. Contact EA Support to retrieve them
    Yupperchaun - Sham Rock Cafe
    Zutroy - No building associated with this character. Contact EA Support to retrieve them.

    Credits
    Full credit to EA_Ursula who originally compiled this thread
    Post edited by cl891 on
  • mwdalton
    11548 posts Member
    edited April 2014
    Other useful information

    These links are on other EA sites so clicking on them may result in you leaving this forum.

    <a href='http://answers.ea.com/t5/The-Simpsons-Tapped-Out/INFO-How-do-I-register-my-TSTO-account-with-Origin/m-p/1464253#U1464253'>How to register your TSTO account with Origin</a>
    <a href='http://answers.ea.com/t5/The-Simpsons-Tapped-Out/INFO-Where-is-my-Mayhem-ID/m-p/1471613#U1471613'>How to find your Mayhem ID (used by EA technical support)</a>
    <a href='http://help.ea.com/uk/article/change-your-origin-id/'>How to change your Origin ID</a>
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