First, let's make sure that you have not just accidentally logged in as a Guest. If you usually play via Facebook, please go into the App settings and re-connect. 
If this is not the case and you have always been playing as a Guest, crashes or new updates can cause loss of data. If you still know your former support key, please include it when contacting us. 
If you do not remember your former account information, please send us your current support key and we will do our best to help you out.