# \[Contact Support\] Cloud save synchronization problem
**URL:** https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445
**Category:** Bug Reports
**Created:** [November 16, 2024, 12:51pm UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445 "2024-11-16T12:51:02Z")
**Posts on this page:** 9
**Page:** 1
### Author:  [@Taleos](https://community.gemsofwar.com/u/Taleos)
#### Post date: [November 16, 2024, 12:51pm UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/1 "2024-11-16T12:51:02Z")
Platform -“Steam”, operating system: Windows 10 64 Bits
The screenshot is not attached - for some reason it is considered a “media item”
I reinstalled Steam because I upgraded the hard drive in my PC. Reinstallation and login went without any problems. Everything that was in my Steam Library has been preserved. I went to the game page. Cloud saves are synchronized, how many hours are in the game, how many achievements are received - everything is in place. However, after downloading and launching the game, I am taken to a tutorial and initial quests with creating a new character. And not to my real account, which is almost 7 years old, with dozens of “mythics”. It turns out that the Steam platform knows that I am an experienced player, but for some reason the game itself does not. Please help me solve this problem, I don’t want to lose the progress I spent more than 4.5 thousand hours on.
Over the course of these 7 years, I have repeatedly changed gaming devices, reinstalled Steam, and all progress has always been completely saved. I just encountered this problem today, November 16th.
Reinstalling the game didn’t help.
If necessary, I can clarify the name of my character in the game and his level.
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### Author:  [@Bramble](https://community.gemsofwar.com/u/Bramble)
#### Post date: [November 17, 2024, 9:37pm UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/2 "2024-11-17T21:37:17Z")
Hello 🙂
For privacy purposes, as this issue requires developer intervention for your account, please Contact Support via Ticket.
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### Author:  [@Taleos](https://community.gemsofwar.com/u/Taleos)
#### Post date: [November 18, 2024, 3:40am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/3 "2024-11-18T03:40:27Z")
Good day! Where and how to do this correctly? Here in some section, or at another Internet address?
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### Author:  [@Jeto](https://community.gemsofwar.com/u/Jeto)
#### Post date: [November 18, 2024, 3:40am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/4 "2024-11-18T03:40:59Z")
ta da, through here:
[https://bit.ly/3BMycYK](https://bit.ly/3BMycYK)
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### Author:  [@Taleos](https://community.gemsofwar.com/u/Taleos)
#### Post date: [November 18, 2024, 6:50am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/5 "2024-11-18T06:50:50Z")
Oh thank you! I’ll try to write there from work tomorrow, since for some reason my home Internet provider doesn’t want to let me in there.
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### Author:  [@Fourdottwoone](https://community.gemsofwar.com/u/Fourdottwoone)
#### Post date: [November 18, 2024, 8:46am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/6 "2024-11-18T08:46:29Z")
> [@Taleos](#):
>
> Reinstalling the game didn’t help.
> If necessary, I can clarify the name of my character in the game and his level.
Any chance you’ve registered your account in the past and still know the password? You can link it back within the game settings.
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### Author:  [@Taleos](https://community.gemsofwar.com/u/Taleos)
#### Post date: [November 19, 2024, 4:55am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/7 "2024-11-19T04:55:52Z")
Thanks for the advice! But there is a problem that I did not do this separate linking of the game account to the mail. I always played from one PC and did not need to download a game account to other devices. And cloud saves have never let me down before ☹
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### Author:  [@Jeto](https://community.gemsofwar.com/u/Jeto)
#### Post date: [November 19, 2024, 10:06pm UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/8 "2024-11-19T22:06:55Z")
If you haven’t already sent through a ticket, once you do we can look up your account on our database and link an email to it for you.
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### Author:  [@Taleos](https://community.gemsofwar.com/u/Taleos)
#### Post date: [November 22, 2024, 5:07am UTC](https://community.gemsofwar.com/t/contact-support-cloud-save-synchronization-problem/86445/9 "2024-11-22T05:07:40Z")
Thanks everyone, my problem is solved! Special thanks to Jeto for speed, professionalism and attention to detail!