FAQ - Accounts, Login & Email

Q: I forgot my password / I can’t log in / I changed devices. What do I do?
A: Use the “Forgot password” option on the login page and enter your registered email. You’ll receive a password reset link. If you no longer have access to that email, contact support and be ready to prove ownership (old payment IDs, approximate registration date, etc.).

Q: I don’t receive the confirmation / password reset / verification email.
A: Check spam/junk, promotions, and filters. Add the game’s email address to your contacts/whitelist. If you still receive nothing, contact support with the email address you used and your account name.

Q: How can I change my email address?
A: Log in via browser → Account settings → Email / Security → change email and confirm via link sent to the new address. If you can’t access the old email, you’ll need to open a support ticket and go through ownership verification.

Q: I registered via the app and don’t have a password. How do I set one or confirm actions (like adding a sitter)?
A: Log in via browser with the same credentials (or via the portal your account is linked to), go to account settings and set a password. Once a password is set, you can confirm actions that require it.

Q: My account was deleted after inactivity / “old account not found” / “my account doesn’t exist, but I have the registration email.” Can you restore it?
A: Accounts that have been fully deleted by the system (after long inactivity) or by confirmed self‑deletion cannot be restored. Historical data and achievements from those worlds are also usually not recoverable. You may register a new account instead.

Q: I accidentally started the account deletion process. Can I stop it?
A: Yes, as long as the deletion countdown is still running. Log in to the account and cancel deletion from the account settings. After the deletion is complete, the account can’t be recovered.

Q: Can you merge my old account’s data, awards, or achievements into my new account?
A: No. Accounts and their progress can’t be merged. Awards and statistics stay tied to the original account and world.

Q: Why don’t I see achievements or awards from closed/old worlds?
A: Many markets only show current/selected worlds or a limited number of past worlds on your profile. Closed worlds are often archived and their stats hidden from the standard profile view. Support generally can’t “turn on” old achievements.

Q: Why was my account deleted?
A: Common reasons: long‑term inactivity, completed self‑deletion, breach of rules (multi‑accounts, bots/scripts, insults, push accounts, etc.). Check your email for an explanation or open a support ticket.

Related articles

• How can I save my progress?
• How can I delete an account from a world?
• How can I change my account name?
• Can I play more than one account on the same device?
• I have forgotten my username and/or password [Browser]