# \[NEED MORE INFO\] Lost purchases and progress on crash

**URL:** <https://community.puzzlequest3.com/t/need-more-info-lost-purchases-and-progress-on-crash/80>\
**Category:** Early Access Bug Reports\
**Created:** [March 26, 2021, 1:02am UTC](https://community.puzzlequest3.com/t/need-more-info-lost-purchases-and-progress-on-crash/80 "2021-03-26T01:02:05Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![Mateor](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/mateor/32/40_2.png) [@Mateor](https://community.puzzlequest3.com/u/Mateor)\
**Post date:** [March 26, 2021, 1:02am UTC](https://community.puzzlequest3.com/t/need-more-info-lost-purchases-and-progress-on-crash/80/1 "2021-03-26T01:02:05Z")

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**Platform, device and operation system**  
_Eg, Android, Samsung Galazy s8, Nougat_  
Android Pixel 3  
**What were you expecting to happen, and what actually happened**  
_If you are on a console device please feel free to take a photo using another device. Where possible, a video helps us best. Try uploading it to Youtube privately._

Hung trying to load assets, almost 20 minutes and froze device. Hard reboot of the device, and it redownloaded assets and began in tutorial.

I created an account previously through the app link. That link appears wrong - it signed me up for Gems Of War.[see screenshot EDIT: nvm, this is a public forum and I do not want to post my details]

Cloud save is not working - even though I signed into google play.

Sign-in was not recognized - clicking Create Account from the login is a different backend than the one via Help menu. Neither account appears to link to my progress.

Heroes, IAP, gems and progress all missing.

**How often does this happen? When did it begin happening?**  
_Is this a once-off issue or has it been a consistent issue? Does it only happen in specific circumstances?_

**Steps to make it happen again**  
_Please detail the steps taken to trigger this bug. The more detailed the breakdown, the easier it is for us to test in-house._![S

 ![Screenshot_20210325-210049](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/1X/63450f896b4b170179de389438a5fc0b1e37021f.jpeg)

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**Author:** ![Salty](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/salty/32/148_2.png) [@Salty](https://community.puzzlequest3.com/u/Salty)\
**Post date:** [March 26, 2021, 2:09am UTC](https://community.puzzlequest3.com/t/need-more-info-lost-purchases-and-progress-on-crash/80/2 "2021-03-26T02:09:59Z")

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Hello, I have a few questions. What do you mean you made an account previously through the app link? Could you please clarify?

Are you having issues retrieving your account? Please [contact our support here](https://puzzlequest3.zendesk.com/hc/en-us) if so.