I've lost my progress - how can I get it back?

If your progress is missing from your device(s) and you've tried reconnecting to Facebook, Apple ID or Plarium ID 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 [e-mail].

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, or the 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 [e-mail].

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. 

You can find your purchase history on Apple by following the steps here, Google Play by following the steps here, and on Amazon here.

Other details can also help, such as:

• The last date that you accessed your previous game
• The date of the installation of Merge Gardens (if you're an iOS user, this can also often be found in your Apple ID purchase history)
• The exact model of device that was previously used to play
• Your Player level and/or Puzzle level number
• The Game ID or Gardener Tag of someone you were friends with in the game

Sadly we cannot guarantee that we can restore your progress in this third case scenario, but we will always do our best to locate your saved game.