PVZ2 Return player

I’m a returning player of Plants vs Zombies 2 on Android, and I’m currently having trouble recovering my old progress.

I already tried binding/logging into my account (the one I used before), but my saved game progress is not loading from the cloud. Instead, it just starts a fresh game. It also seems like my current GAME ID is not connected to my old progress at all.

I attempted to contact EA Help through a live agent, but after the session ended, I didn’t receive any case number or email confirmation. Is this normal? I’m worried my request didn’t actually go through.

Has anyone experienced something similar?

*Account login works but progress doesn’t sync

*GAME ID appears different or unlinked

*No case number after contacting support

If so, how did you resolve it? Did you need your old Player ID or purchase receipts?

Any advice would be appreciated. I’d really like to recover my old account.

Thanks in advance!