If you are experiencing issues regarding access to your account you might need to get support from one of your Customer Service Agents.

In order to speed up the process, please provide Customer Service with as much of the following information as possible. This information is necessary to recover your account.

-Your Account Code of the account you are trying to recover (Menu -> Options -> About)
-Your Account code for the account you currently see on your device
-A purchase receipt from your TWD: RTS game (see below for more info on how to get those)
-Your in-game name
-Your main/active region
-The last day you had access to the account
-The approximate date you created the account
-Your account's level

Here's how you can find your receipts for Google Play and iOS:
Google Play:
- Visit payments.google.com/ and sign in with your Google account.
- You can tap on any of the purchases that appear to get the receipt

- Open iTunes.
- From the menu bar at the top of your computer screen or at the top of the iTunes window, choose Account > View My Account.
- Authenticate your Apple ID, then click View Account.
- On the Account Information page, scroll to Purchase History.
- Your current country of residence

If your account is linked to Facebook then it should be a simple process (only applicable for iOS to iOS phones, or Android to Android phones). You can just go to "Options > Settings > Link Account > Connect With Facebook". A new pop up window will appear which should contain "Confirm" and "Different Account" buttons. If the account being shown is already the Facebook account you linked to the original game, then you can go ahead and select confirm. However, if it is different, then you can change the Facebook account by clicking the button "Different Account".

Alternatively, if you haven't yet, you can link your progress with a Scopely Account.

Scopely Account provides us the ability to safeguard our accounts, play across platforms and so much more. Setting up a Scopely Account is free and easy!

All you have to do is:
-Enter your game’s settings and select the Account Tab
-Tap on the Connect button beside Scopely Account.
-Tap on the Sign-up option in the site you’ve been redirected to
-Add your email address and password and hit Register!

This will generate a confirmation email that will be sent to the address you used when you were signing up.

In order to activate your account, you can either tap on the respective option sent in your email or use the Sign-in option in the site you were redirected to while signing up. Then you will be redirected to the game and will be requested to provide confirmation about the account you want to save.