Need a hand with the house?
Start with the checks below for common game and save issues.
Direct contact is not available
The publisher has not provided a public email address or a contact form. This page cannot send a message, submit a bug report or receive a privacy request. No response service is currently offered.
If the game appears frozen
Check whether the simulation is paused, a dialog is open, or an activity is waiting for shared furniture. Close the dialog or resume normal speed. Make sure the tab is visible. A browser refresh can reload a saved game, but may lose changes made since the last save.
If your character will not do an activity
Look at the activity queue. A resident or shared resource may be unavailable. Finish or cancel the current activity before starting something else. Moving manually cancels queued work. Read the message under the activity controls for the reason a task cannot begin.
If your progress is missing
Return using the same device, browser profile and site address. Private browsing, clearing site storage and switching domains can make a local save unavailable. The publisher does not receive a copy of your save and cannot restore it from a server.
Privacy controls you can use yourself
In the game, choose Privacy & analytics to change your Analytics preference. Declining Analytics does not stop gameplay. To remove local game data, use your browser’s site-storage controls; this also removes your progress on this device. See the privacy page for details before deleting anything.
Keeping useful notes
If you keep a record of a problem for yourself, note the browser, device type, the activity you attempted and the message shown. Avoid including real medical information, private family details or passwords. There is no upload or submission feature on this site.
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