If your progress is missing from your device(s) and you've tried reconnecting to Facebook or Sign In with Apple already but to no avail, our support team can still hopefully help you!
Where possible, please send a contact from within the game, by going to Settings > Support > Contact Support. This always ensures that we have your current Game ID. If that is not possible then you can reach us at MergeGardens@FutureplayGames.com
Depending on how the progress was lost, the information needed can vary.
1. Transferring progress from an old device to a new device
For this we need the Game IDs from Merge Gardens from each device:
You can see this by tapping on the game settings icon and then tapping on Support. The Game ID should show just above the version number.
2. Partial progress loss
This is often as a result of a crash and the old data is stored in a back-up file. All we need is your current Game ID.
3. Progress lost by resetting device / old device with the progress is lost
These are more tricky cases.
If you have contacted us from before the progress loss, there is a chance we have your old Game ID and to help, we'll just need the new one! You can check to see if you have old emails from us from either MergeGardens@FutureplayGames.com
If it is not possible to get the old Game ID, we will at least need your new Game ID (you can see this by tapping on the game settings icon and then tapping on Support. The Game ID should show just above the version number.).
If you have made purchases in your game then sending a screenshot of the most recent receipt showing the date and amount of the purchase can help. If you are playing on an Android device, it is also possible for us to locate purchase information via the email address connected to the Google Play account from where the purchases were made.
Other details can also help; the date of the progress loss and the date of the installation of Merge Gardens (this can also often be found in your Apple ID or Google Play purchase history). The level of stars that you reached. If you were friends with someone and they see your old garden in their game, we may be able to locate you from your friend's Game ID, too.
Sadly we cannot guarantee a restore in this third case scenario but we will always do our best to locate your saved game.