If your game progress has been lost, try the following:

If you did not use Facebook login in the game, then just restart your device and reinstall the game. It should offer to restore progress. Please agree. If it did not work from the first attempt you may need to close the game and open it again.

If you used Facebook login before then log into Facebook using the same Facebook account as before. Tap Yes to download your game progress.

If your progress is not restored, please contact our Customer Support Team with the following information (the more information you can provide, the better):

 - What happened before you lost progress (e.g. you updated the game or changed devices, etc)?
 - Did you save your Support ID before loss of progress as described here? If yes, please specify it.
 - What was your XP level? What was your energy maximum? 
 - Were you logged into Facebook in the game? If yes, please provide your Facebook account name.
 - Did you set some unique name in the Museum in the game? If yes, please specify it.
 - Did you contact us before? What was the reason? Have you done that via email? If yes, please specify your email address so we can find previous requests.
 - Google Play only - A copy of an in-app purchase receipt with a visible purchase number (e.g. GPA.1234-1234-1234-12345).

Important:

• We're unable to help unless we have sufficient information about your game.
• Access to Facebook services can be restricted in certain countries or regions. In such cases, we comply with local laws and regulations.
• iCloud synchronization is an obsolete option and it is not available when you make a fresh installation of the game. It may still be active for old players while they continue playing but it does not allow to transfer progress to your new device or restore it on your old device. Contact our support team as described above for help.