Game progress may live in a publisher account, platform cloud service or only on the old device. The transfer must be tested before the old phone is erased.
Short answer: Link and sync the game on the old phone, record the player ID, then sign in on the new phone and verify progress before wiping anything.
Check the likely cause first
- Identify the game’s official account and transfer method.
- Confirm the old phone shows a recent cloud-sync time.
- Save purchase receipts and player ID for recovery.
Fix it in the safest order
- Update the game on the old phone and connect it to the supported account.
- Open the official game on the new phone from the verified store listing.
- Choose existing-account login, not new guest play.
- Compare level, inventory and purchase history before removing the old device.
Before changing storage, account or network settings, confirm that the game came from its official store listing. WP Phone does not recommend modified APKs, unofficial top-up pages or account sellers.
How to confirm the fix
Make a small harmless change on the new phone and confirm it syncs back or appears in the account record.
What not to do
- Do not erase the old phone after seeing only the title screen.
- Do not share a one-time transfer code publicly.
When to contact support
Contact the publisher before proceeding if the old profile is guest-only or the new phone creates a blank account.
Use the official game directory to verify download routes, and review the safe download checklist before reinstalling.