Please understand that if you do not log in to save your game progress beforehand, any issues with your device (such as changing devices, deleting the app, factory resets, or trading in for a new device.....) could result in losing your game progress, which would negatively impact your gaming experience.
Therefore, we highly recommend using the sign-in feature to ensure the safety of your progress and maintain a seamless experience.
If you need more guidance, please refer to the article "How to Save My Progress?"
However, if you need further assistance with recovering your lost game progress, please reach out to our support team via the in-app chat. To help us assist you efficiently, we kindly ask for all the information below:
- What happened before you lost your game progress (e.g., changed device, reinstalled the app, etc.)
- Your sign-in status: Before your progress was lost, had you signed in with an account in the game’s Settings? Please let us know with a simple Yes or No.
- Sign in with an account in the game's Settings and send us your ID information. (Kindly follow the guidance in the article "How do I get my in-game ID?")
- A screenshot of the game's Settings page.
- Your level number, coins, and boosters (such as Hint, Snowflake, etc.). If you don't remember the exact numbers, an estimate will be fine.
- A screenshot of any in-app purchase invoices (if you have made any purchases for more coins or boosters in our game). (Kindly follow the guidance in the article "How do I get my in-app purchase invoice?")
Once we have all the necessary information, we will forward your request to our team for further assistance. Our data team will make every effort to retrieve your most recent available data. However, please understand that we cannot proceed if any information is incomplete.
We require ALL of your information to move forward with the next steps. Please note that this process may take a few working days. We kindly ask for your cooperation during this time.
Rest assured, we will keep you updated and notify you as soon as we have any progress.