[Archived] [12-6-22] Account Issues

[unique sedge]

Please post here if you're having account related issues, use the format below.

Platform:
Issue:
Photo/Video

[distant compass]

Platform: Switch
Issue: I tried to log in to the cloud save using the registered account. However, all my previous save data are still lost and i couldn't retrieve it back. I've completed all quests before this current update. Quite disappointed that all my save data we're gone. Kindly help to resolve this issue.

[winged ledge]

Platform: PC(Steam)
Issue: still stuck in offline mode, unable to access starpath or blue chests after mistakenly buying deluxe edition with already purchased ultimate pack, and claiming items from mailbox.
Sent message to gamelofts support, and steam support before posting here yesterday. No response from Gameloft, steam offered a refund.
Issue not fixed with update.

[misty barn]

EDIT / UPDATE: My account works again!!!! Thank you! Thank you! I basically had to try and log in a 100 times but then it went through and now I have no issues
Platform: PC (Steam)
Issue: Stuck in offline mode, unable to log in with any account or make a new one as well as not able to access Star Path or blue Moonstone chests.
This happened after buying the Deluxe edition on Steam and claiming the Deluxe items from my mailbox, while I already owned and had claimed the Ultimate Edition on the same platform.
Game and connectivity worked fine prior to opening the Deluxe Edition items in my mailbox, and when I claimed them and rebooted the game it had logged me out of all platforms and completely disabled me from logging back in ever since.
Issue has not been fixed with the update, but it has now been brought to the developers so hopefully a fix will come soon.
I will change this message once it is resolved.

[fickle jacinth]

Platform: Switch
Issue: Stuck in offline mode. Unlike the last two, I bought the deluxe straight from the beginning and I’ve been stuck in offline mode. Put in a ticket with game loft and they just said to reboot the game. Like I haven’t done it a hundred times before.

[ivory wigeon]

Platform: Xbox & Nintendo Switch
Issue: Still can’t log in to cloud save on either device. Stuck in offline mode even though I’m connected to the internet on both. Won’t even let me create a new account. I spent $70 on each device to get the ultimate edition too. I’ve been trying to log in over and over again and nothing. I’ve quit the game, restarted the console several times, still can’t log in. Not gonna bother playing this BS til they fix it. So disappointed.

[solemn solstice]

Platform: PC (Steam)
how can i delete my cloud save account? the one that need email and password, cause now if i sign in with the account it would just overwrite my local save, but my local save is way ahead of my cloud save and i cant do anything about it, ive been contacting the gameloft customer care for 1 and an half month with no reply, HELP ME.

[misty barn]

@winged ledge Wow. I don't know if the dev team did anything but now my account works!!! I was sitting idly on my Switch trying to log in and I think I must have tried a 100 times, but it works now!!! On both Switch and Steam. Honestly, keep trying, maybe after the server congestion and you should be able to log in again!

[winged ledge]

Holy cow! Thank you for tagging me! I had given up trying for the day! I'm back!

[misty barn]

@winged ledge I noticed it took longer for the Login Error screen to appear so I was wondering if it was really trying to contact the server and connect. Turns out it was and now it's connecting again to both Steam and Switch with no issue. If I have the issue again, I would definitely try 100 times and see if it gets online.

[ivory wigeon]

Got mine working on Xbox by deleting the game and reinstalling 😊 gotta get it working again still on switch though

[heady sorrel]

ok finally it was able to let me log in.

Wow, it's a christmas miracle

[misty barn]

@near crown I saw your post regarding your mother's difficulties in logging in after buying both Editions. It seems to have been resolved now.

@remote latch @gleaming nymph Check above ^ You should be able to log back in!

[silk flower]

Platform: Steam
Issue: Still can't get character name in the game. I have tried to create several new games, tried restart and reinstall. But still I am called "Player name" I gave up and just played with that name. But I hope there will be an option soon to add my name to my character.

[heady sorrel]

@misty barn I may have spoke too soon though, it's back to showing connectivity issues lol.

[languid sedge]

I am not sure what this is about I haven’t had this pop up before

[misty barn]

@heady sorrel It's okay. That's normal right now. Mine is jumping on and off as well but that's due to the servers being congested. GL is working on it.

[near crown]

I appreciate the follow up. I had her try signing in, and she received this message-

[untold jewel]

on pc with gamepass , game pass doesn't expire for 2 days

[misty barn]

@near crown Right now there's also a lot of traffic and server congestion and the devs are working on it. I had the same issue as your mother with buying the Deluxe Edition on top of Ultimate and haven't been able to connect at all until now. I was sitting idly on my Switch trying over and over and in the end it went through and now both Steam and Switch works (With the expected server hiccups from update day)

[formal abyss]

Did you tag me here somewhere I got a notification xD are we able to log back in on steam? I'm going to cry 🥲
I won't be home for a few hours to check though.

[near crown]

not sure if this is the same server issue, or if she needs to do something else (sorry, 5 min slow mo enabled is insane lol)

[misty barn]

@near crown Try and have her repeatedly login from the menu screen at the part where she has to type in her email she used for her account.

[misty barn]

Yes! It's working again!!! Just have patience and keep trying to login from the main menu screen where you type in your email. The servers are overcrowded at the moment but we're no longer blocked from online and now have issues equal to everyone else, haha!

[formal abyss]

I'm at work and don't finish for another 6 hours hopefully it'll be smoother sailing by then 👍

[wooden mist]

Platform: switch
Issue; still after the update I have not received the extra items from the ultimate edition.. I purchased. Only got founders pack. I bought the game when it first came out.

[near crown]

Nice. It finally connected to the server for the first time in 11 days.
I'd love a returned email from the developer, explaining how they are planning to move forward and compensate users who experienced this issue they created.
I have her doing accounting on her resources, to make sure they gave her every moonstone/whatever BOTH bundles said she'd get.

[misty barn]

@near crown I’m so glad she’s finally able to connect and it’s such a shame she lost out on the Starpath from last month. I’d be persistent and write to customer support for a compensation.

[plain talon]

Platform: Playstation
Issue: Pretty mad because I sent email, text to critters and account issue threads. Nothing got solved about me not getting the crocodile companion and headband. I started the game a day after release -_- And yes I've sent a ticket before and nothing has been done. I need help.

[wooden ether]

Platform: Switch/Xbox
Issue: Unable to click "keep local save" when there is a cloud conflict. My gf is trying to use her local save on her switch and I am using the cloud save on the XBOX and it is not letting us play at the same time and saying there is a session conflict. Since this is twice different consoles/saves why is that the case?

[sullen gyro]

Bought the ultimate bundle edition on the switch and only received deluxe edition. Please help

[true vale]

I have one ps5. My daughter plays on my profile (which has psplus) and has access to the star paths. My wife plays on the same console but different profile to play her own file, but it doesn't have psplus. She cannot access the star path, blue chest, or cloud saves. Is this normal?? She really wants the maleficent wings.

[cedar pecan]

Platform: Steam Deck
Issue: On the cloud save menu, when attempting to enter an email or password, the two fields duplicate each other (ie: whatever you type in one field is also entered into the other), making it impossible to log in or create an an account.

[heady sorrel]

Same issue as above!

Platform : Steam Deck
Issue: Unable to log in due to email/password duplicating upon entering.

[patent rock]

Platform: PC (Steam)
Issue: Still stuck as "Player Name"

[limber swift]

Platform: Switch

Issue: Whenever I try to pick my local save (since I play offline due to my area not having wifi) It says ‘are you sure?’ and then does this screen over and over. It’s fine if I don’t connect to the internet via my hotspot, but it doesn’t let me claim anything from the starpath. I have to start the game completely offline just to get into the game 😭

[static summit]

Been trying to get help from Gameloft for my fiancée's file, where she wants to participate in the event, but can't connect at all for over a month now. Also get auto-response emails back on tickets

[hasty wren]

I can't connect to the internet after the update, it's really annoying 😭

[true vale]

This is exactly what's happening to my wife.

[umbral steeple]

Platform: Xbox X
Issue: I launched game and click continue. The page took a while to load and then flashed another screen and my game is now missing. I am unable to access my previous game on the cloud.

[wary lion]

Platform: Xbox Series X
Issue: We have encountered the same issue as @umbral steeple where we clicked continue, the save file has now gone missing and now we can't access the old save file. Any help on restoring thr save file would be apprecieated

[outer pivot]

Platform: PC (Xbox) My save file is gone as well, continue brings me to create a new charater. I have over 150 hours in the game and its all lost. There is no save file available in my dreamlight valley folder. I sent a ticket in on Monday 10/17/2022 to Gameloft with no response. Attempted to call as well but its automated message says all their staff is busy and it hangs up on you.

[modern ingot]

Platform: PC - Xbox game pass

Hello…. Not sure if it goes here.. since the game is having issues stabilizing at the moment.. instead of purchasing 100 tokens, it made the sound as I purchased… disconnected and when it reconnected it gave me 200 instead .. but it took 2,000 of my currency.. instead of the 1,000…

[vale gale]

Platform: Xbox
Haven’t been able to cloud save since the update

[nimble egret]

Platform- Switch. Issue- My cloud save will not sync with the live save. I can manually save to the cloud but it still won’t sync even though I’m connected to the internet. Also if I try to log out of my cloud save I get a cloud save recovery error message. This has all happened since the update

[dusk agate]

Platform Xbox. Every time I come out of my house game crashs, camera is horrid and avatar has a mind of its own and walks on their own at times

[unique sedge]

Please post this to #1033439885140439081 include if its old or new gen xbox too, thank you

[wooden ether]

Platform: Switch/Xbox
Issue: My girlfriend plays on her switch and I play on the Xbox. Somehow wires have been crossed and my cloud save showed up on her switch which she opened accidentally and it has completely deleted her local save. We cannot figure out how to reaccess it and she is logged into her cloud save account on the switch so it makes no sense. Please help us fix this and recover her account!! All her hard work is just gone. I tried logging into a fresh game oh her Xbox account and into her cloud save but it shows her at level 1 with nothing else there. Please please help.

She is literally sobbing she was at level 40 and now she has nothing

[azure trench]

Platform: Steam/pc Issue :Since the game update my game has been lagging so bad sometimes i cant play it freezes then i have to hard close the game

[turbid dock]

Platform: Switch
Issue: I still do not have my moonstones from getting the founders pack. It says I claimed them, from my mailbox, but I do not have them.
(Not sure where to put this so I’m putting it in this one and the Star Pass thread)

[tiny mortar]

Platform: Playstation 4
Issue: I just bought the game on my playstation 4 and i already have a problem ): I write my name there, but still merlin calls me ”Player Name.” I have created a new game three times now and tried some other names, but it still doesn't work. Any tips? i would really want it to work.

[coral thistle]

I posted in the old Star Path Issues thread about missing moonstones when the new path dropped, but just realized that this thread exists and it might be a better place! Here is my archived post:

#1020821426770563162 message

[devout mica]

Platform: Xbox and PC gamepass
Issue: Had an achievement that didn't unlock (harvest 4500 vegetables), so I went to my pc game, to create a new game and gameloft account , but by creating the account it transfer my original account to the new gameloft account, if I try to log into my old gameloft account it doesn't let me anymore. The save seem to have transfer to the new account without any way to transfer back to my original

In summary, I had Account A with my game, it transfer to Account B when I try to create a new account. On xbox, I cant log into Account A or Account B, but it still considered me logged so I can still cloud save and retrieve cloud save

[slow sable]

Platform: Xbox
Issue: Ever since the new update for scar came out I can't sync my data and since gameloft enforce for you to sync data to be able to save I can't play. I can't go over to the options in the help tab. I've tried contacting customer service 4 times...hopefully I can get sonewheres here..

[regal idol]

PC I cannot retrieve my cloud save, the local save is so old....way back on Remy second quest. But I have completed everything and was waiting for the orb to grow on Scars new quest the day after the update 1. Now I cannot play without fear of it saving my Old local save over my newer cloud save. I started a new account on my switch just so I can play until the PC account is fixed.

[winged ledge]

Platform: PC (Steam)

[umbral steeple]

Could we please get an update for those of us that lost our saves and games to where we have to start over?

[silk flower]

Platform: Steam
Issue: Still have issues with "Player name"
I decided to try and create a new game after been playing as "Player name" for over a month now. Hoping that maybe this issue had been fixed. But still end up as player name. Can I please get some feedback om how or when this can get fixed? It is so sad to run around playing this game and all my wonderful Disney characters refer to me as "Player name" :S

[molten arch]

Shows up every time I try to log in

[wary lion]

Has there been any update on this?

[midnight mulch]

I have googled, gone to Trello, and all over. How do I fix this?

[coral thistle]

For those having troubles loading in:

[coral thistle]

Update in #📢game-news

#📢game-news message

[winged sonnet]

I started playing this game at my boyfriends house on his Xbox, but now I want to play it on my PC as well. I made a cloud saving on his Xbox, but now I can't log out on his Xbox and I can also not log in on my PC. I've seen multiple articles about restarting the game and the Xbox, but it doesn't work. It also doesn't work to just retry 10x. Does anyone know how to solve this issue?

[coral thistle]

At current the servers are having issues - meaning you can't log in for the most part because cloud save isn't working for certain server shards. Please follow #📢game-news for updates

[winged sonnet]

Okay thanks

[distant compass]

Yes, I am totally agree with that. This should be one of the top priority issues that to be solved.

[desert pawn]

Hello, I think this is the best subject to write my problem (sorry if it is not the case and for my English, I am French).
I necessarily play on steam on my pc and one evening I wanted to change my cloud account to play on the switch. I came back from my PC and I only have bugs: objects don't reappear in the field the next day, neither do clothes and I have a whole pumpkin patch that hasn't grown for 3 days.
I can't solve this problem which is starting to last and to be very annoying. Thank you for your feedback and good luck to the developers.

[junior anchor]

Platform: switch Issue: I tried to login to my cloud save account but it keeps saying invalid credentials. I’m logged in just fine on my PC via Xbox game pass.

[hexed mica]

When I went to claim the moonstone email today I saw missing emails from release day, the welcome email, 60 dreamshards, and ultimate founders pack. I claimed the rewards but didn’t delete the emails. Now the emails are just gone.

On a switch - my only device.

[calm gate]

I have a question 1. I don't know where else tp post this and 2. I tried going to game loft support but the form wouldn't let me send it. Anyways my question is on Mother Gothel's quest for the restoring the sun stone I accidentally planted the dusk fragment in the wrong place and now it wont grow and I cant pick it up to replant it.

[signal walrus]

Platform: Playstation 4.
Issue: My wife was trying to log in, or actively playing (I am at work so unsure which) and it gave her the message that her save file was corrupted and that all of her data was lost. I don't know if this is a common glitch or if it is fixable but she is absolutely crushed right now so any feedback would be appreciated.
No image because I'm not there at the moment.

[sleek creek]

Platform: Xbox Game Pass, Issue: Moonlight hasn’t been refilling and neither have the Halloween tokens for the Villain’s Star Path. I unlocked it before Gameloft gifted everyone Moonlight last week and my account never registered the amount I was supposed to receive from it and the tokens haven’t worked since then either

[upper void]

I am having the same exact issue right now and have been trying everything to fix it and I still can’t figure it out. It won’t even let me click on new game if I wanted to. It just has the loading dot in the middle of the screen.

[plain plinth]

platform: xbox Issue: GF's game froze while mining for material's for a quest , then closed game , than clicked continue and now is at a new character creation screen! we both have been trying to figure out what has happened to her account. she has over 40+ hours and has done all but the last couple of missions. Please help us retrieve her account, she is heartbroken over this and im trying my best to do everything so she doesn't have to make a whole new account. Pic/Video: i can put one up but it just shows the creator for a character.

[snow umbra]

Platform: Switch
Issue: it wont allow me to log in at all and all of my progress and my files are deleted and it made me start all over again.

[umbral steeple]

On 10/20 a day after the 10/19 update, I lost my game and all the progress I had made which was completed all quests and maxed all friendships. I posted something here and submitted a ticket via Gameloft's site. I got a response today and the resolution was the team was aware of the issue but unfortunately the team is unable to retrieve my game. They also provided instructions on how to save the game, which I had done. I see more folks are experiencing the same issue on different consoles. I understand this game is early access but this game deletion bug is pretty big and I don't want to put anymore time into this game until it can be resolved along with an actual cloud backup or multiple save spots, which could have helped.

[snow umbra]

I finished everything in the game and I was waiting for the new update to continue playing but when I went in everything was gone

[umbral steeple]

It is so frustrating. No one wants to put all those hours back and my fear is it will happen again.

[snow umbra]

I was crying when I realised that all my progress is gone ( I was happy that I was up to date with everything and for the first time ) and now I have to restart all over again to progress enough before the update comes

[umbral steeple]

I am so sorry. I felt the same. While I am not huge on most multi-player games, this would be a great option right now because even though I lost everything, I'd love to help others get back to where they were. ❤️

[snow umbra]

Thank you 😊 I always appreciate it when someone is nice 😊 same I'm not that much of a fan either but if means to have someone like you helping me I wouldn't mind it 😊 thank you for talking to me I feel batter now

[sweet ocean]

Hi I cant login to my to my save it says corruption on my save. So I got my cloud save but it takes me further back in game and I have lost all my progression in between and I have done alot, I have lost 3 days of progression, achievements, and gameplay I almost have to start all over. Is it possible to retrieve it back

[green delta]

Platform: PC
Issue: I had to reinstall the game to my PC because it would not open. Once reinstalled it said my cloud save was to this point, I had almost every character unlocked, all biomes unlocked and around level 38. I had multiple buildings upgraded and everything. Please help, I do not want to have to restart!

[night atlas]

I was playing when the game crashed and I got an error message. when I went back in, it came up that the file was corrupt. when I logged back in I had lost 6 days of playtime.. is it possible to get it back?

[fair garnet]

Platform: PC
Issue: the promotional code "GPOT-OATO-LDFS-ENNM" is not working I am synced and connected to the cloud and tried entering the code various times, switching tabs, and freshly syncing to the cloud with no luck

[spare plover]

I have a question, is anyone else having moonstones just disappear from their total? Because I get over 20k and it goes back down to 18k after a while, and I'm not spending it it just goes poof

[fallow citrus]

I honestly have never been able to connect to the cloud for some reason. I enter my information over and over and it will not connect or sign me in. I just constantly get a "unable to connect" message

[runic obsidian]

Platform: Switch
Issue: unable to log out from Cloud save even though I synced everything. Does anyone have this issue as well?

[analog radish]

Platform: PC (Steam)
Issue: invalid profile version I played it this morning but now it says I have a higher profile than the game can handle and I don't know why

[hard ivy]

Platform: Switch
Issue: I never got the bonus dreamlight