Lost game progress reply templates

Hi [Player name],

I'm sorry, losing your progress is awful. The good news is that it's usually still there, just not connected to this device.

Your progress is saved to [how saves work: your Game Center / Google Play Games account, your [Game] account, the cloud save linked to your login]. Please try this:

1. Make sure you're signed in to the same [account type] you used before. 2. Open [Game] and go to [Settings → Account → Load / Sign in]. 3. Restart the game.

If you still see a new game, please reply with:

- Your player ID or in-game name, if you remember it (you'll find the current one in [where to find it]) - The device and platform you played on before - Roughly when you last played and your level or progress - An order ID from any in-game purchase, if you made one

With these, we can look for your old account and link it to this one.

[Agent name]

Hi [Player name],

Thanks for the details. I found your old account ([player ID]) and moved your progress to your current one: [level, items, currency restored].

Restart [Game] and it should all be there. To stop this happening again, link your progress to [account type] in [Settings → Account].

Welcome back!

[Agent name]

Oh no, let's try to get it back. Did you play on a different phone before, or reinstall on this one? And are you signed in to the same [Game Center / Google Play Games / game] account as before?