Troubleshooting 101- Contacting EA

Update 7/27/16 (from Alissa): Here’s the current direct link to contact EA: Contact for TSTO.  Sorry this is the US link, but I believe it should help even if you’re in another country.

Bunny here. Putting on my glasses, getting out my pocket protector, and getting my magic fingers and thumbs ready to type those zeroes and ones. Basically…it’s Nerdy Time!!

For whatever various reasons, our game likes to frak with our minds and heads and nothing seems to quite go right. We panic. Throw our device. Scream. Yell. There may be many tears as well.  Just slowly take your thumbs/fingers off the device or you may crack the screen. Lol.  It’s ok. I am here to help. All of us are. Promise. 

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In this edition I will be covering probably one of the most asked questions I get. How do I contact EA? 

I usually suggest contacting EA as a last resort. There is reason for that. EA will have you try the basic methods of troubleshooting before going any further on an issue. So I like to suggest to try the basics and then contact them if that didn’t work. 

Since you are here, I assume you tried those basics. So without further annoyance from me…I will get to the point.

UPDATE 3-12-14. EA has changed the way you contact them. The version that follows is recent as of today. I have also noticed that some of the “options” to have them contact you are disabled during heavy peak times (like just after an update is launched.) So just keep checking back. 

First of all, there is a main hub online for EA to see if others have reported the issue and if there is a fix. That can be found here… https://help.ea.com/en/the-simpsons/the-simpsons-tapped-out

The link above will take you right to the starting point of contacting EA for The Simpsons Tapped Out. Keep in mind you WILL need to log in using your Origin Account (same as logging into your game). This helps them keep track of the progress of the issue and access your game information to better help you troubleshoot. 

The first thing you will need to do is start breaking down the issue. You will need to “Select A Topic”. Tell them the reason you need to contact them. Like “General Troubleshooting”.

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Once you make the selection, the boxes below will change with some similar issues that have been solved and may help you out.

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Still nothing? No help? Just scroll down the page and you will see a “Contact Us” on the bottom right hand corner. Click on that.

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If you have an open case or had recently closed cases with EA, they will show on the next screen and give you the option to “Resume the Conversation” if you still need help on those items. If you don’t, and this is a new issue…then go to the lower right again and select “New Conversation”.

You will again see some helpful tips and topics on the side, but from here you need to select the device or “Select a platform” you are using that you need help with. Once you select it, the tips area will change to current issues with that device.

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Still need help? Scroll to the bottom right again and select “Next”.

The screen to the center left will change and ask for a brief description of your issue. Fill in whatever the issue is that you are experiencing. Like, “Lisa has gone missing from my game”. Once you type the information in, the “Next” will be available to be selected again.

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Now you will be shown a screen of contact options. Most of the time you will ONLY see “Email Me”. You will be taken to a screen to fill in all your contact info from there. (You can even attach pictures if needed, so take screenshots if you think it applies.)

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There are times when other methods are available such as “Live Chat” or “Call Me” and it will give you a listed time frame of how long before someone will call you. (They do stick pretty close to the time frame they say. The number comes up as belonging to Electronic Arts when they call me and usually an 800 number.)

Now for the waiting game. I know it is hard and frustrating to not be able to play. If you are on our site, you are most likely just as Addicted as us and time is precious. You need your TAP TAP TAP fix. We get it. Just have a lil patience with them. There is a small amount of agents handling the responses compared to the millions of users. They are good at getting back initially pretty fast. They do work really hard to help out all they can.

Let us know if this has helped you out. Time now for this nerd girl to take off her glasses and go hide back in the corner where no one can see her.

HOPPY Tappin’

~Bunny~

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All original art and content © Up All Night, LLC and TSTOAddicts.com
All Screen Shots of Game Graphics & Dialogue and Game Graphics from files ™ and © EA, Gracie Films and FOX

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255 responses to “Troubleshooting 101- Contacting EA

  1. I haven’t played my game in a while and today when I signed in to play all of my properties and some of my characters were gone. Most of the properties are available for buy back. Why did it all disappear and why should I have to buy stuff I already bought!?

    Like

  2. ARRRRRGGGGGHHHH !!!!!
    EA has totally bastardized the word “help.”
    (You Keep Using That Word, I Do Not Think It Means What You Think It Means””

    I did not get my New God Burns prize and it is useless to try to contact EA !!!
    No, not going to switch to decaf.

    Like

  3. I need help really really fast….PLEASE-I lost my world. I’ve been building for 3 years now & spent so much money!! Please what do I do?? I can’t login due to the email has been compromised!! There must be a way to get me my world back?? Please someone-Bunny I know you are extremely smart with this game & Family Guy Quest for Stuff-(I’m also lock out of that world) In both games I own everything…I play all day long & Im so lost w/out my 2games??? Please someone help me…My facebook was compromised too..I’m trying to find a way to contact them to he back in & Instagram…..Please, Please anyone can help you can email me at Callahan.j1131@gmail.com or Jamie.callahan1121@gmail.com
    I hope & pray there is a will & a way I can get my 2 worlds back??

    Like

    • You need to go to EA support… and work backward…sorry. Your account is not locked to an email…only a username and password. If you know your username, they should be able to reset the account password.

      Like

  4. Where’s the mindedness mansion for the Springfield heights. And all the other buildings to buy.

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  5. My Springfield dumpster is not working. I cannot send people to it. Please fix

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    • We’re not EA. We cannot fix it. I’m sorry. You’ll have to contact EA directly. The link to contact them can be found at the very top of this post.

      Like

  6. Same here..my Springfield dump is not working too since the update..i tap on it and nothing comes up this is really annoying..I hope it gets fixed..

    Like

  7. My dump is empty and I can’t send people to collect trash how the hell am I supposed to complete this event

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    • Wait until it’s fixed. As I’ve mentioned several times, there is no timer associated with this. So don’t panic as it’s a permanent addition to the games.

      Like

  8. Daniel Duchesne

    Since the update of July 2016 wih the Monorail i cannot use the Springfield Dumb anymore ans it’s necessary to continue playing. Please help.

    Like

  9. Danielle Johnston

    I’m tapping on the Springfield dump and nothing comes up. All my soringfielders are avaliable for jobs including Homer and still can not get the dump to work. How are we supposed to finish the monorail if we can’t even use it. I’m sure people are contacting EA but I’m sure they won’t reply. Ugh I’m annoyed by this .

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  10. This method no longer works. After selecting report a bug and then selecting again to report a bug vice give feedback and inputting a title once you hit next you are taken to a screen that only has the option to go to the answer forums

    Like

  11. My dump is empty and I cannot send individuals on jobs there. What can I do?!?!

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  12. My wife has been having the toughest time contacting EA. It’s been over 2 hours and her issue is still not resolved. Anyone else having problems NOT being able to play social battles in friends’ Springfields and/or not being able to use Cyborg Snake as a fighter in your own Springfield. EA’s chat people seem to know little in regards to tech related questions. Is it better to try to speak to a supervisor or what in this instance? I know contacting EA is the only way to get this resolved, but want to get it resolved properly in the most efficient manner. Thanks.

    Like

  13. As the article has mentioned, in the simpsons tapped out game my donuts are dissappearing

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  14. My donuts disappeared from my Simpsons tapped out game after a bunch of “advertisements” popped up to buy donuts.

    Like

  15. I bought the Ajax Steel Mill. When the “Place or Store” message popped up, another message popped up over it. Everything froze. When I got the game restarted, I didn’t have the steel mill or the 50 donut rebate. I came here, read this post, went over to EA to Live Chat with Shaminderjit, and had it all worked out in under 20 minutes. Thank you so much for maintaining this resource

    Like

  16. My doughnuts disappeared. Is there any way to get them back?

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  17. Brandi Balleydier

    I had over 500 donughts and now I have 280 1

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  18. So. I’m affected by the bug in the new event; I’ve jumped ahead to Act 2, and can’t hand anything in – the game crashes.

    I’ve gone to try and report this to EA, but the only option I’m being presented with is to go onto AnswersHQ, to get help from the community. There’s nothing at all about opening a case or actually contacting EA.

    Am I missing something? I know I’ve opened cases in the past, but I can’t for the life of me see how I’m supposed to do it right now…

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    • Well…you shouldn’t have jumped ahead to Act 2. Since it doesn’t start until May 3rd. So either your game bugged out on you, or you’re using a modded version of the game. Since I like to give those the benefit of the doubt, i’m going to assume your game bugged out on you. My advice is to do an uninstall and reinstall. If that doesn’t work contact EA and put the option in as “missing item” usually that’ll get you a contact option (ie phone or chat).

      Like

  19. Just want to tell people that if you are missing donuts from you game, you should contact EA and file an case. It really works~ they gave my missing donuts back (100) and plus additional donuts for keeping me waiting for 23 days. Don’t be sad (I was in total shock) and file the case using live chat (I felt it is more responsive and the game adviser can help to forward detail info to EA game specialist. (They should have tons of experiences by now).
    Can’t tell you how happy I am right now and don’t hesitate to contact EA when you lost your donuts. They DO care~~~!!!!!

    Like

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