Troubleshoot issues in The Sims Mobile

If you see problems in the game, check here to see if we’ve got a workaround to help you:

My account is missing or not linked correctly.

1. Tap the arrow pull-out tab on the right side of the game screen.
2. Tap the Settings cog tab.
3. Make sure you’re logged in to your account (Game Center, Google Play, Facebook, Twitter, or your EA Account).
   • Note: You may need to sign out of your account and sign in again. You can do this from your device’s Settings.
     

My purchased item is not appearing.

In some cases, you may need to exit and restart the game to access your new content. If that doesn't work, try turning off and restarting your device.

Some home items might go directly to your Inventory. Check out the Missing items section below.

I’m having trouble making a purchase.

If you're having trouble buying items with real money, try this workaround:

1. Force close the App.
2. Restart the App.
3. Double-check your balances to see if your purchase went through. If it didn’t, you can try your purchase again.

If you’re missing an item that you received, check your Inventory. Remember, you have two different inventories.

Buy/Build Inventory

1. Tap the Buy/Build icon.
2. Tap the Inventory tab—it’s an open box icon.

Inventory: Career Order Items and Boosts

1. Tap the arrow pull-out tab on the right side of the game screen.
2. Tap the Inventory tab—it’s a box icon.

My game isn't progressing after the update on August 8, 2017.

Try uninstalling and reinstalling your game. After you reinstall and start up the game, you might get the option to continue your new game or restoring from a cloud save. Tap Keep playing to get back in the game.

My game crashed or won’t load.

Check out our troubleshooting guides.

• iOS troubleshooting steps
• Android troubleshooting steps

Make sure you have the latest version of the game.

Apple App Store

1. Open the App Store.
2. Go to your Account in the upper right-hand corner.
3. Scroll down and check for Available Updates.
4. Find the game in the list and tap Update.

Google Play

1. Open the Google Play Store.
2. Tap My Apps.
3. Find the game in the list and tap Update.

If it’s a billing issue, Apple and Google Play can help.

• Visit the Apple App Store's FAQ sections and contact Apple.
• Visit the Google Play FAQ sections and contact Google Play.

Do you have a question about the game? Or do you need help with a completed purchase? Contact us and we’ll be happy to help.

Have this info ready when you contact us:

• Your Player ID.
• The application where you are having the issue.
• Device manufacturer and model.
• A description of your issue.
• Your full iTunes/Google purchase number (if applicable).