Please know that Smurfs’ Village saves all of your progress and the game's data locally on your device to allow for offline play. Every 24 hours, your game also creates a Recovery/Restore Point, which can be found by going into the Smurfs' Village Menu > Settings Tab > My Account > Local Save. When something happens to the device or the app is uninstalled, all of your locally saved progress, including the Local Save Recovery/Restore Points become lost along with the app data.
Facebook accounts are only used to manage your friends. There are no copies of your village progress backed up to Facebook's servers. With that said, we do offer Cloud Save backups to safeguard your data and allow you to transfer your progress between devices.
On Apple iOS devices, this can be done in two ways. The first way is by using an Apple ID Game Center account and Game Center's Cloud Save feature. The second way is done by registering for a Smurf ID and using our Cloud Save feature. Please note; however, backups must get created before the data became lost for them to get utilized.
Platform transfers are now available, but certain restrictions and limitations do apply. Before the transfer progress can begin, you must register for a Smurf ID on the first platform, and create a Cloud Save. Additionally, the number of platform transfers is limited. If you would like more information, please let us know.
We would recommend verifying if you have made any Cloud Save backups. You can check to see if a backup exists by going into the Smurfs' Village Menu > Settings Tab > My Account > Cloud Save. Make sure you are signed into/logged into your Game Center account (iOS Settings App > Game Center)/Smurf ID Account and then press the Load Button. If a Cloud Save is there, you will be able to Preview the Save. If everything is okay, choose to Load the Save.
If the provided resolution does not address your concern, please contact our Support Team at https://smurfs.zendesk.com. When submitting your request, kindly include the following information to facilitate a prompt and accurate response:
* Your Smurf ID and Support ID
* The device you are using
* Details regarding when and how the issue occurs
Our team will review your case and make every effort to resolve the matter as swiftly as possible.