I had to uninstall and reinstall the game because I couldn't upgrade anything, and upon doing this, even though I had my user number, I lost everything and had to start over. Now when I log into my game, things I have gotten through prizes and purchases are not there. The gems used are still gone but what I got with those gems are also gone. Things that I had merged are no longer merged. I am connected to the cloud and I am still losing things. Absolutely frustrating.