# Was getting error 13, uninstalled and reinstalled. Account appears to be gone, help =( **URL:** \ **Category:** Support\ **Created:** [January 16, 2019, 11:30pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131 "2019-01-16T23:30:45Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![Malachaii](https://avatars.discourse-cdn.com/v4/letter/m/7bcc69/32.png) [@Malachaii](https://community.gemsofwar.com/u/Malachaii)\ **Post date:** [January 16, 2019, 11:30pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/1 "2019-01-16T23:30:45Z")
uninstalled the game and reinstalled and my character and stuff is gone… I have made a ton of ingame purchases and have all the Google play order info, please please please tell me I can get my account back. ---
**Author:** ![Dorgath](https://avatars.discourse-cdn.com/v4/letter/d/dfb087/32.png) [@Dorgath](https://community.gemsofwar.com/u/Dorgath)\ **Post date:** [January 17, 2019, 4:09pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/2 "2019-01-17T16:09:04Z")
Open a Support ticket. ---
**Author:** ![Xavitri10](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/xavitri10/32/50604_2.png) [@Xavitri10](https://community.gemsofwar.com/u/Xavitri10)\ **Post date:** [January 17, 2019, 4:11pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/3 "2019-01-17T16:11:56Z")
Ok, gracias pero donde tengo que abrirlo. Me podrías indicar el enlace y como se hace. Gracias de nuevo. ---
**Author:** ![Koromac](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/koromac/32/59857_2.png) [@Koromac](https://community.gemsofwar.com/u/Koromac)\ **Post date:** [January 17, 2019, 4:27pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/4 "2019-01-17T16:27:44Z")
Use your credentials to retrieve your account. E-mail and password is necessary. ---
**Author:** ![Fiara](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/fiara/32/41273_2.png) [@Fiara](https://community.gemsofwar.com/u/Fiara)\ **Post date:** [January 17, 2019, 4:41pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/5 "2019-01-17T16:41:51Z")
If you have noted down the password from the Setting (cogwheel) you can input that when you first launch the game or can do again in Settings. If you haven’t, send a support ticket and devs will ask you a number questions and then help to retrieve your account. ---
**Author:** ![Dust\_Angel](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/dust_angel/32/35256_2.png) [@Dust\_Angel](https://community.gemsofwar.com/u/Dust_Angel)\ **Post date:** [January 17, 2019, 4:46pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/6 "2019-01-17T16:46:09Z")
Support tickets are sent from here: [https://gemsofwar.zendesk.com/hc/en-us/requests/new](https://gemsofwar.zendesk.com/hc/en-us/requests/new) ---
**Author:** ![Xavitri10](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/xavitri10/32/50604_2.png) [@Xavitri10](https://community.gemsofwar.com/u/Xavitri10)\ **Post date:** [January 17, 2019, 4:48pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/7 "2019-01-17T16:48:20Z")
Ok, gracias. Ya lo he intentado todo. He dado todos los datos. Mi único error no vincular el juego con el código de invitación pensaba que con hacerlo con Google play era suficiente. Gracias,estaré pendiente a que se pongan en contacto conmigo. ---
**Author:** ![Xavitri10](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/xavitri10/32/50604_2.png) [@Xavitri10](https://community.gemsofwar.com/u/Xavitri10)\ **Post date:** [January 17, 2019, 4:50pm UTC](https://community.gemsofwar.com/t/was-getting-error-13-uninstalled-and-reinstalled-account-appears-to-be-gone-help/51131/8 "2019-01-17T16:50:36Z")
Gracias Dust\_Angel, he enviado 6 correos, pensaba que el número de ticket que te daban servía para algo. Estoy esperando a que los administradores se pongan en contacto conmigo.