I hadn't played in a while and I had to do a factory reset last month (Jan). Everything in my phone got backed up. Went back into the game and all of my progress was GONE. Everything I'd worked for had disappeared. I put a lot of money into this game and I have to start from scratch. I emailed them on Jan 6, and I've yet to hear back. Based on what I've seen in other reviews this is actually not isolated. And even if I can't get my progress back it would be nice to hear back from them at least.