Please close the game, log out then log back in to your Google Play / Game Center account, then reopen the game. Please make sure that you're using the Google Play / Game Center account that was associated to your original profile, and play through the opening stages of the game until you’ve entered your name. 

If you still remain at Level 1 after this, please uninstall then reinstall the app while still signed into your Game Center / Google Play account, and you'll be asked to recover your correct profile. If you can still not restore your account after these steps, please contact our Player Support with your answers to the following questions:

  1. What was the rank/level of your correct profile?
  2. What was your previous crew and profile name? Please provide us your in-game username. Make sure to provide it as to how it will appear in the game. If you've used special characters or icons, or even third party coding to add color to the name, please indicate it.
  3. When was the last time you are able to access your old account? Please let us know the specific date if possible.
  4. Did you notice if your Player ID has changed? If so, may I have both your old and new Player IDs? Your Player ID is an 11-digit number that you can find by opening the panel on the left of the screen, tapping the silhouetted head button at the top, then selecting Profile. Your Player ID can be found at the bottom of that page.
  5. Did you make in app purchases in your old account? If you did, please provide screenshots of your receipts for these. For your safety and security, make sure to black out any personal information on the screenshot such us as login credentials, credit card number, and home or business address as we only need the date, order ID, item name, game, and the total amount of your transaction.