Obsidian Knight Lost Progress After Changing Phones

Record both devices before overwriting anything

If levels, progress, or purchases are missing on a new Android device, record the state of both devices before repeating login or setup steps. In an official developer response on Google Play, support tells a player who lost progress and purchases after changing phones to contact the team so they can try to restore the account.

This is not a guarantee that every account can be restored. Preserve the old device and separate what remains from what is missing before trying more changes.

Classify the problem first

This separation helps support distinguish a purchase issue from missing in-game progression.

Before contacting support

1. Do not delete the game from the old device; check whether it still opens.
2. Confirm the Google account used on the old and new devices.
3. Record the player name, level, progression point, and app version.
4. If a paid item is missing, find its Google Play order in purchase history.
5. Capture the relevant screens on both devices.
6. Use the contact listed under App support on the current Google Play page.

Safe order when the old device still works

1. Capture the current game screen on the old device before changing anything.
2. Record the player name, level, progression point, and any visible account details.
3. Confirm which Google account is active on the old device.
4. Record the Google account and current game state on the new device.
5. Put the differences between both devices in one note.
6. Contact the address shown under App support with that evidence.

The old-device screen is important evidence. Avoid uninstalling the game, clearing app data, or resetting the device unless support specifically instructs you to do so.

Evidence when the old device is unavailable

• Previous game screenshots
• Google Play order history
• Approximate last-played date and phone-change date
• Player name, previous level, and progression point
• Old and new device models, operating systems, and app versions
• A screenshot of the fresh or incomplete state on the new device

Send only details you can support. Mark estimated dates or levels as approximate instead of presenting them as certain.

Information to include

Example support message

After changing Android devices, my previous progress does not appear on the new device. The old device still opens, and I can confirm my previous player name, level, and progression point. I have attached screens from both devices, the Google account in use, and the app versions. Please tell me if you need any other information to investigate.

If purchases are also missing, add the order number and purchase date in the private support message. Never send a password, verification code, or payment-card number.

Track the support case

Keep replies in the original conversation instead of sending the same request repeatedly through multiple channels.

Avoid these actions

• Deleting the game from the old device first
• Sending passwords or verification codes by email
• Posting an order number in a public comment or social network
• Buying the same item again before support checks the original purchase
• Clearing device or app data before preserving evidence
• Repeating recovery steps that support did not request

Verify the result after recovery

Check each item separately after support responds or restores data:

1. Player name and level
2. Progression point
3. Purchases
4. Google Play achievements
5. Save state after one new-device run

If only part of the account is restored, reply in the original case and separate the confirmed items from those still missing.

The developer response says support can try to restore the account; it does not guarantee recovery. Contact details may change, so use the support entry on the current store page.

Read next

• Google Play achievement sync guide
• What to do first
• Returning player update checklist

Source

• Google Play