Unfortunately, sometimes things can go wrong with the game and it can crash or lose progress. We understand that this is a frustrating situation when your progress is lost. These crashes and resets are something we're constantly striving to investigate and fix, so protecting save files especially when updating to new versions of the game will be a high priority for us to solve.
There are generally two situations where a player can lose their progress:
Lost session
If the progress of your play session (your latest changes made in a house) is reset when you come back to the game, then it might be that you closed the app without exiting your location. We always recommend exiting the location by pressing the orange door button and returning to the map before closing the app, as this is when progress is saved.
It could also be resetting the previous play session if there's an issue with the latest changes made in a location, and the game will as such revert back to a previous "safe" save state where this issue didn't exist. To help mitigate the issue, please try the following instructions:
If you are using a particular house with each play session then it could be a good idea to rebuild it. You can do this by clicking the blue build hammer in the Home Designer district, clicking the "x" underneath the house and then dragging it to the trash. We know how frustrating it is redecorating a house, but this should hopefully get back you up and running.
If your session keeps getting lost repeatedly even after attempting the above, then please contact us and send us a video of the design where this issue occurs.
Lost all progress
If that hasn't helped or all the progress in the app has reset, then unfortunately there's no way to bring it back and we're sorry for that, but we'll do our best to get you up and running again!
For many players the most disheartening aspect can be that they have lost the free gifts and custom characters that they created. The good news is that in most cases these can be restored by manually resetting the app.
You can manually reset the app by tapping on the red reset button on the top right of the main menu. Keep in mind that doing this will reset the progress once more. However, it should allow you to recover some lost data. This would be characters that you have created in the Character Creator, their clothing, as well as gifts claimed in the Post Office.
Resetting the app should also clean up whatever may have caused this issue in the first place, lessening the likelihood for this to happen again. With manually resetting the game, you shouldn't lose any purchases - usually this can only happen if you've tried some troubleshooting and uninstalled/reinstalled the game and we don't recommend doing this. If you find that your purchases have been lost, please visit one of these following articles for help in restoring them:
We really hope that resetting the game can at least help you get back on your feet in the game. We want nothing more than for our players to have a good experience with Toca Boca World! If you still have issues even after following the troubleshooting steps above, please reach out to our support team by clicking the "Contact Us" button below.