Many times players contact us saying that they lost their game progress.
Let’s explain what does it mean …
In fact, the game account is not lost anywhere, it means that there has been some change in the login details.
Changes that may occur (APP):
• The player has a new device
• The player has performed a Factory reset on the device
• The player has linked the account to a login that is hierarchically superior (Facebook> Portal)
• The player logged in to the game via different login
Registered game account and Guest game
A registered game account is an account connected to a player’s Facebook or email.
The guest account is connected to the player’s device. The Play! 
button is used to enter the game. (meaning that if you log in to the game on a different device, you will play a different game)
The App players - examples
- If the player has a registered game account and he loses his game progress, it means that he has logged in to the game via a different log-in.
My game account is connected to my Facebook, so I log in to the game via Facebook login
❗️ Don’t forget, that if you have more than one FB account and you want to log in to the game via FB login, you need to be logged on into your Facebook app and to the Facebook account via the browser on your device with the Facebook profile which is connected to your game. For example, if you are logged in to your FB app with your profile “Vin Diesel” and via the browser is logged into her Facebook your wife with her FB profile “Victoria Diesel”, the game will recognize your wife’s game account due to the fact that the browser FB login is superior to the FB app login. This means that the freebie will be credited to Victoria Diesel’s profile.
If my game account is connected to my email, I need to use the Email login.
If I play the game on an Apple device, I can log in to the game via Apple login. It means, that my game is connected to my Apple ID. If I change my apple device for another apple device, where I log in to my Apple ID, then I will be able to play my original game, when I log in to the game via the Sign in with Apple icon.
If you have a registered game account and you find yourself at the beginning of a new game (you think, you have lost your progress), first please log off your game in Settings (top left corner of the screen https://prnt.sc/1gmeb6q) in your game. Then log in to the game via appropriate login.
In case that the player has an unregistered account (guest account), after logging in to his game he finds himself in the beginning of the new game, he needs to contact our Diggy’s adventure support https://portal.pixelfederation.com/en/diggysadventure/support 💌
If the player knows his player ID of the original game, to ease our work, he should provide us with the player ID of his old game and with the player ID of the new game on level 1.
Our App players can find the ID in the Settings menu here:
In case that the player does not remember his old game ID, we would like him to answer the following questions:
1.) Were you playing the mobile or the desktop version of the game?
2.) If on mobile, did you log in via Portal/Facebook or were you using the play button? In case you played on pc, was it on Facebook or the portal?
3.) What level exactly did you have in your old game progress and in what region were you? Can you remember the god/dragon you´ve been doing the quests for?
4.) When was the last time you played the game on your previous device? Can you remember when was the first time you played the game?
5.) Have you ever made any purchases in the game? If yes can you please send us the screenshot of the payments?
6.) What type of device did you have? Please write us the brand and the model of your old device.
Also, please start the new game on a network where you used the play the original game (at home, in school/work), make small progress (just a level or two), and provide us with your current player ID.
💡So, dear players, if you ever lose your game progress, contact our support and provide us with the mentioned information 😊
The Desktop players
As you know, you can play our game via Facebook https://apps.facebook.com/diggysadventure or via our Pixel portal https://portal.pixelfederation.com/en/
If you play via Facebook, you need to be sure to be logged in to the Facebook account you use to play our game. In case that you have more than one Facebook account, it may happen that you “lose your game”. In this case, it means, that you have logged in to the wrong FB account. If you find yourself in this situation, please log in to the FB account your game is connected to and you will be able to play your original game.
If you play via the Pixel portal you can log in to the game via your email, via your Facebook account, or via Google 
In case you find yourself in the situation, that you log in via the Pixel portal and your game starts from the beginning, please make sure you have logged in to the game via appropriate login. As I already mentioned, if the player’s account is connected to his email, he needs to use the Email login. If the game is connected to the Facebook account, the player has to Log in with Facebook. Again I need to remind you if the player has multiple FB accounts, he needs to be logged in to the FB account that is connected to his game. If the game is connected to the player’s Google account he needs to log in via Sign in with Google.
Password change
If your game is connected to your email and you forget your password or you would like to change it for any reason, you can do so on our Pixel portal. Click on LOGIN HERE and then click on FORGOT PASSWORD and follow the instructions.
Game account connection
Let’s have a look at how you can connect your game account with Facebook or with the email, or both 😊
🔗If your account is connected to your email, you log in to our Pixel portal via email login and you decided to play the game via your Facebook, you can connect your game account also with your Facebook.
If you haven’t played on Facebook yet, click on your Profile when you are logged in to the Pixel portal. Then you need to click on the Connect accounts blue icon and then click on the icon Connect with FB.
❗ Please note, if you have already played on Facebook, your FB progress will overwrite your portal progress.
If you have more than one FB accounts, you need to be logged in with the one you would like to connect our game with.
🔗If you don’t want to use Facebook or Google, you can connect your game with your email address. Click on your Profile, then click on Connect accounts blue icon, and then click on Connect with email button.
Even after connecting with the new login option, you will still be able to use the old log-in option as well.
Freebies
As many of you already know, you can collect freebies from our Facebook fan page and Twitter. These can be claimed when the player’s account is connected to Facebook, email, or both.
Click on the FB freebie link on FB or Twitter. You will be redirected to the Pixel portal, where the login window will appear. You need to log in via the appropriate login, depending on, if your game is connected to your email or to your Facebook. And the Freebie is yours 🍬
