How to troubleshoot issues in The Sims Mobile

Updated 1 week ago2 min read

Overview

Learn how to troubleshoot issues in The Sims Mobile and get more help if you need it. If your issue is related to a ban or suspension, find out more about our rules and why we may take action if you break them.

Table of Contents

How to troubleshoot common issues in The Sims Mobile

Having problems while playing The Sims Mobile? Check out some common issues and steps for troubleshooting them. 

You may need to exit The Sims Mobile and relaunch it to use content you bought with real money. If that doesn’t work, try turning off and restarting your device. Some bought or earned items go directly to your Build/Buy Inventory. To check if your missing items are there: 
  1. 1
    Select the Build/Buy icon (an armchair and a lamp) on the bottom right of your screen. 
  2. 2
    From the options available in a bar on the bottom right, choose the Inventory icon (an open box).

If you’re missing Special Items or Boosts, check the Inventory they’re stored in.
  1. 1
    Select the arrow pull-out tab on the right side of the screen.
  2. 2
    Choose the Inventory tab (a box).
    • If you’re missing a Special Item, select the Special Items button.
    • If you’re missing Boosts, select the Boosts button.

You may need to exit The Sims Mobile and relaunch it to access content you bought with real money. If that doesn’t work, try turning off and restarting your device. Some items that are bought or earned go directly to your Inventory. 

If you’re having issues when trying to buy items in-game using real money, try these steps.
  1. 1
    Force quit The Sims Mobile on your device.
  2. 2
    Relaunch The Sims Mobile. 
  3. 3
    Double-check your balance again to see if your purchase went through. If it didn’t, try buying it again. 

If your issue is related to billing, you’ll have to contact Apple or Google Play directly.

Here’s how to double-check you linked The Sims Mobile to a social media, Apple, Google, or EA Account.
  1. 1
    Select the arrow pull-out tab on the right side of the screen.
  2. 2
    Choose the Settings cog tab. 
    • You’ll find info on other platforms you linked The Sims Mobile to here. 
    • If you see a Sign In or Connect button beside the platform you want to link to, it means you haven’t linked your account.
Learn how to link accounts to The Sims Mobile. 

If The Sims Mobile is crashing or won’t load properly, try these steps to see if it fixes the issue.
  1. 1
    Uninstall The Sims Mobile from your device.
  2. 2
    Redownload and reinstall the game.
  3. 3
    Launch The Sims Mobile. You might get the option to continue a new game or restore from a cloud save. 
  4. 4
    Select Keep playing.

Linking The Sims Mobile to an account helps you save game progress if you:
  • factory reset your phone
  • install a major update
  • delete The Sims Mobile app
  • lose your device
  • get a new device. 
If you don't link to an account, you'll play as a guest and might lose progress if you need to do any of the actions listed above. Learn how to save or restore progress by linking accounts in The Sims Mobile.

If you’re having general update issues, make sure your device is running the latest version of The Sims Mobile. Update The Sims Mobile on Apple devices
  1. 1
    Open the App Store.
  2. 2
    Select your account icon in the top right corner.
  3. 3
    Scroll down and check if The Sims Mobile (or TSM) is listed under Available Updates. If it is, select Update.
Update The Sims Mobile on Android devices
  1. 1
    Open the Google Play Store.
  2. 2
    Tap My Apps.
  3. 3
    Find The Sims Mobile (or TSM).
  4. 4
    Select the game to see if an update is available. If there is, select Update.

If your issue isn’t listed above, you might need to contact us. Before you do that, learn how to find your Player ID in the How to Get More help and find a Player ID in The Sims Mobile section below.  

How to get more help and find a Player ID in The Sims Mobile

How to get help in-game

  1. 1
    Select the arrow pull-out tab on the right side of the screen.
  2. 2
    Choose the Settings cog tab.
  3. 3
    Select the Help & About tab.
  4. 4
    Choose Help to go to EA Help.
A coral dashed line surrounds the Help button in The Sims Mobile Settings tab.

How to find your Player ID

 If you’re locked out of your game or lost your device, have your Player ID ready before you reach out. Without it, we can’t find your account. If you don’t know your Player ID, we may be able to help if you’ve linked your account to Facebook, X, Google Play, Game Center, Apple, or an EA Account. We can’t recover guest accounts.Learn more about linking The Sims Mobile to an account.
When you launch The Sims Mobile, find your Player ID in the top right-corner of the loading screen. Make sure to screenshot or write down your Player ID. A coral dashed box surrounds the Player ID on The Sims Mobile loading screen.When you have your Player ID, contact us for help.

About bans and suspensions in The Sims Mobile

If you've broken the rules and gotten a ban or suspension, you may have issues accessing The Sims Mobile or using your EA Account. 

Why do accounts get banned or suspended?

To learn more about our complete rules of conduct, read Section 6 of the EA User Agreement.Find out how to contribute to a positive and inclusive gaming community in our Positive Play Charter.
We want to keep The Sims Mobile community a safe, fair, and fun space for everyone. To make sure that happens, we have some rules in place. If you break any of these rules, we may ban or suspend your account.Here are some examples of things that break the rules in The Sims Mobile. 
  • Harassment or real-life threats. Respect other Simmers and don’t make threats against people, places, or even yourself. 
  • Advertisements. Don’t advertise anything, including pay-to-play gaming sites, products, or items for sale.
  • Offensive content. This can include, but isn’t limited to, offensive Sim or player names, offensive profile pictures, offensive house layouts, and abusive chat. 

If you think we made a mistake, find out how to appeal your ban or suspension.   
Still having issues?
Get in touch with our customer support team for more help.