This page is intended to help explain why your saves may no longer be accessible once you have upgraded your phone or tablet, or have changed your service provider.
What causes this?
This most often occurs with games that use Local Saves, or use your phone's memory to store your progress. Having your files saved to your device allows you to play the games in an offline mode as you do not need to be connected to a server to play.
I'm about to make a change to my device. What should I do?
There are some steps that you can take to back up your progress when you transfer from Android to Android or Apple to Apple. However, if you are looking to go from Apple to Android or vice versa, because of the device design use different storefronts (Google Play vs. iTunes) you are not able to transfer your progress across the platform without using third party software that we cannot support.
If you are an Android User
If you still have your phone, there may be an away to transfer the saves and your stored local data on your phone using a Google Drive. Here are the Google Drive steps and some details to help walk you through the backup and retrieval of the save data once you have your new Android phone.
If you are an Apple User
If you have your iOS device and are syncing to iCloud when you activate your new phone your progress will be brought over to the new device. Here are the Apple Support steps that guide you through the process of using the iCloud to back up tour device to prepare for the possible replacement, loss or damage of your phone.
Alternatively, some mobile carriers also have options that you can use to backup and store your data across their own network.
You may want to look at your service provider to see if they have a way to allow you to transfer your data from device to device. This is a solid option for those that are not interested in the two storage options above.
I no longer have my old device, is there anything else that I can do to recover my files?
Regrettably, as the game uses Local Saves, without the device where the data is stored, we have no options for being able to store the files to a Google Drive, iCloud, or another storage location.
We can understand that it may be a pain to start over (we've all had to do this ourselves at one point), but you have a strong idea of how to play the game so you may be able to get caught up with your progress in no time.