Firemonkeys are the makers of The Sims Freeplay so if you need help with your game you will need to contact them, this post explains how to contact them. If you have a technical issue I will not be able to fix it so you will have to contact them to see if they can fix this problem for you.
They probably get hundreds of requests a day so they might take a few days to reply, if they take longer than a week try contacting them again
Check the Technical section on the Firemonkeys website before contacting them in case a fix to your problem is already available
1.Go to the Firemonkeys submit a request page (click here) -YOU MAY NEED TO SIGN UP FOR AN ACCOUNT BEFORE YOU CAN SUBMIT A REQUEST:
2.When you sign in you should be redirected to the ‘submit a request’ page (if not click the submit a request button next to your profile picture on the blue firemonkeys bar at the top of the page) Then select an option from the drop down menu, what can we help you with?
The options are:
3.You will then see a form to fill in that varies depending on which option you picked above:
I am going to go through the information required to fill in each form starting with Technical Assistance as that is what most players will be contacting support about.
Click on the links below to go straight to a different form instead:
My Account or Profile – Missing Content or Purchase – Suggestions
Technical Assistance
1.What kind of technical issue are you having? Pick from:
- Connectivity
- Game Performance
- Game Progress Issues
- Game won’t Launch
- Installation Issues
- Gameplay Issues
- Save Data Problem
2.What game do you need help with? Select Sims Freeplay
3.Summary? What is the issue you are having, explain in a few words
A suggested article will appear, if it isn’t relevant just ignore it but if it is related to your problem you may want to read it before submitting your request
4.Description? Explain the issue in as much detail as possible
5.Are you receiving an error? If the game shows an error fill in this box
6.Your ideal solution? Pick from:
- I would like a gift or reimbursement from support
- I would like the game team to fix the bug
- I just need some questions answered
- Other (I will specify in the description)
7.Player ID Number? This can be found on the game, open The Sims Freeplay, click on Settings (green dots) and you will see it at the bottom of the screen or from settings click on info then on about, scroll down to the bottom of the about tab to find your Player ID. The support team need this information so they can see what is going on with your game
8.SFP version? Which version of the game do you have (if you don’t know you can find this on the about page above your player ID or go to the app store where you downloaded the game from, search for the sims freeplay and scroll down to version or just click unknown version on the list)
9.Platform? What platform are you playing on? IOS? Android? Kindle? Windows?
10.Operating System Version? On an apple device you will find this under settings > general > about > version
On an android you will find this under settings> about tablet > android version
11.Device Model? What device are you playing on? e.g. iPhone 6? Kindle Fire?
12.Attachments? Add any screenshots that help to explain your issue if you want to
13.Once you have completed the form click submit
14.You will get a confirmation email that your request has been submitted
15.Keep checking your emails for a reply from one of the support team, they may take a while if they are busy!
![Screenshot 2016-05-28 at 11.41.00[1]](https://thegirlwhogames.files.wordpress.com/2016/05/screenshot-2016-05-28-at-11-41-001.jpg)
Missing Content or Purchase
1.What type of missing content issues are you having? Pick from:
- Had content and lost it
- Never received content
- Save data problem
2.What game do you need help with? Select Sims Freeplay
3.Summary? What is the issue you are having, explain in a few words
A suggested article will appear, if it isn’t relevant just ignore it but if it is related to your problem you may want to read it before submitting your request
4.Description? Explain the issue in as much detail as possible
5.Was this a real money purchase? Tick the box if it was (make sure you include your receipts, order ID and a description of missing content as an attachment and in the description above)
6.Your ideal solution? Pick from:
- I would like a gift or reimbursement from support
- I would like the game team to fix the bug
- I just need some questions answered
- Other (I will specify in the description)
7.Player ID Number? This can be found on the game, open The Sims Freeplay, click on Settings (green dots) and you will see it at the bottom of the screen or from settings click on info then on about, scroll down to the bottom of the about tab to find your Player ID. The support team need this information so they can see what is going on with your game. Still can’t find your player ID? Click here
8.Platform? What platform are you playing on? IOS? Android? Kindle? Windows?
9.Operating System Version? On an apple device you will find this under settings > general > about > version
On an android you will find this under settings> about tablet > android version
10.Device Model? What device are you playing on? e.g. iPhone 6? Kindle Fire?
10.Attachments? Add any screenshots that help to explain your issue if you want to (it is best to add screenshots of receipts here)
11.Once you have completed the form click submit
12.You will get a confirmation email that your request has been submitted
13.Keep checking your emails for a reply from one of the support team, they may take a while if they are busy!
My Account or Profile
1.What kind of account or profile issues are you having? Pick from:
- I have been banned or suspended
- Privacy concern
- Save data problem
- Profile issues
2.What game do you need help with? Select Sims Freeplay
3.Summary? What is the issue you are having, explain in a few words
A suggested article will appear, if it isn’t relevant just ignore it but if it is related to your problem you may want to read it before submitting your request
4.Description? Explain the issue in as much detail as possible
5.Your ideal solution? Pick from:
- I would like a gift or reimbursement from support
- I would like the game team to fix the bug
- I just need some questions answered
- Other (I will specify in the description)
6.Player ID Number? This can be found on the game, open The Sims Freeplay, click on Settings (green dots) and you will see it at the bottom of the screen or from settings click on info then on about, scroll down to the bottom of the about tab to find your Player ID. The support team need this information so they can see what is going on with your game. Still can’t find your player ID? Click here
7.Platform? What platform are you playing on? IOS? Android? Kindle? Windows?
8.Operating System Version? On an apple device you will find this under settings > general > about > version
On an android you will find this under settings> about tablet > android version
9.Device Model? What device are you playing on? e.g. iPhone 6? Kindle Fire?
10.Attachments? Add any screenshots that help to explain your issue if you want to
11.Once you have completed the form click submit
12.You will get a confirmation email that your request has been submitted
13.Keep checking your emails for a reply from one of the support team, they may take a while if they are busy!
Suggestions
When you select this option it says ‘Support may not respond directly to this case. The feedback you provide is compiled and reported to the Development team on a weekly basis. If you require a response, please select another option that we can help you with’
1.Complaints and Compliments Category? Pick from:
- Gameplay Feature
- Help Center Website
- Misleading or Confusing Content
- Quality of Service
- Other Feedback
2.What game do you need help with? Select Sims Freeplay
3.Summary? What is the issue you are having, explain in a few words
A suggested article will appear, if it isn’t relevant just ignore it but if it is related to your problem you may want to read it before submitting your request
4.Description? Explain the issue in as much detail as possible
5.Player ID Number? This can be found on the game, open The Sims Freeplay, click on Settings (green dots) and you will see it at the bottom of the screen or from settings click on info then on about, scroll down to the bottom of the about tab to find your Player ID. The support team need this information so they can see what is going on with your game. Still can’t find your player ID? Click here
6.Platform? What platform are you playing on? IOS? Android? Kindle? Windows?
7.Operating System Version? On an apple device you will find this under settings > general > about > version
On an android you will find this under settings> about tablet > android version
8.Device Model? What device are you playing on? e.g. iPhone 6? Kindle Fire?
9.Attachments? Add any screenshots that help to explain your issue if you want to
10.Once you have completed the form click submit
11.You will get a confirmation email that your request has been submitted
You probably won’t get a reply if you are submitting suggestions
Click here to submit a request to support
LAST UPDATED APRIL 2019
The Girl Who Games 
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