We know it can be upsetting to hear that you need to rebuild your house or reset your app — especially after you've spent time decorating your houses. But don’t worry! We're here to guide you through it and make sure you understand what’s happening. In most cases, rebuilding or resetting helps fix bugs or crashes and prevents bigger issues down the line. Let’s walk through what you can expect and how to get back to playing as smoothly as possible.
🛠 Rebuilding your house
Sometimes, rebuilding your home is the best way to fix issues like crashes—especially if you're having trouble entering a specific floor in one of your houses. When you do this, your house and furniture will be deleted, but you can rebuild and redecorate however you like!
Here’s how to rebuild your home:
Go to the Home Designer district that you've build your house.
Tap the blue hammer icon.
Tap the red “X” under the house.
Drag it to the trash to demolish it.
After that, you can start fresh with all your packs and designs!
If you’ve tried this step more than once and the house still crashes when entering a certain floor, please send us a video showing what items you've added to the crashing floor or house. This helps us try to reproduce the issue and work toward a fix.
🔁 Resetting the app
If we’ve asked you to fully reset your app, it usually means there’s a deeper issue — especially if your game is crashing in all locations, or you’ve lost your gifts or progress. Resetting is the best way to prevent further problems (like crashing or data corruption). Resetting the app will clear your progress, but here's what stays safe:
While resetting will clear your in-game progress, these things will stay safe:
Your purchases will still be available.
Your custom characters will remain—just as you created them!
Outfits styled with the Outfit Designer will stay saved.
Gifts you've already claimed should still be in the Post Office shelves.
To reset your app, press the red reset button on the start screen.
💡 What if I’ve already uninstalled and reinstalled the app?
If you’ve already uninstalled the app and your gifts are missing, unfortunately, those can’t be recovered. However, every player starts with gifts from 2018-2022, so there’ll still be plenty of fun items to play with again!
We hope this helps reassure you a bit. If you have more questions or need support, feel free to reach out to us— we’re always happy to help! 💛