If your game is connected, there should be a backup available on the server. I suggest ending that case and creating a new one so that a different adviser can help get your game back. Sometimes they'll say they can't restore your progress because "there's no backup available on the server". Always ask Customer Service for a roll back to the day before you lost progress. This is the best way in getting your game back. If you've made any in-app purchases be sure to take a screen shot of the receipts.In some cases, they may ask for your IP Address so that they can restore your game progress. If you do not have your player ID, it is still best to contact Customer Service and ask for help.Unfortunately, there is no process in restoring guest accounts. If your game is not connected to an account, you cannot have your game back.Your game must also be connected to GameCentre, GooglePlay, Facebook, Twitter or EA. In order to restore your progress, you must take note of your player ID (find out here). They are aware about the issue and it would be helpful if you could include any details before you had the reset, along with the date you lost progress, and your player ID here in this thread. Please ensure that you’ve clicked the ‘ Me too’ button so that team can fix the bug soon. Note that some of these may not work for everyone, and that these came from my experience and other players. Losing progress can be super frustrating, but please don't worry! I’ve summarised some solutions that might help resolve issues with the game resetting.
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