If you hadn't previously connected to Facebook in the game, you will not be able to restore your progress on a new device or if you've reinstalled the game.
In order to have your progress restored manually by our customer support team, please make sure you're connected to a Facebook account.
Although you don't need a Facebook account to play the game, we WILL NOT be able to update your progress without connecting to a Facebook account in the game.
To log into Facebook in the game, follow these steps:
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Load the game and tap the "gear" icon in the dock on the right side of the map screen
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Tap "Save Your Progress" and sign in using your Facebook log-in credentials.
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If you're logging in on multiple devices, repeat these steps on each device using the same Facebook account credentials for each device.
To create a Facebook account, follow this link: https://www.facebook.com/help/570785306433644?helpref=hc_global_nav
If you're still having trouble, please submit a support ticket in the game, by tapping the "gear" icon on the map screen, and then "support," or you can open an online support ticket here.