OG PVZ2 profile lost after reinstall — current Player ID belongs to new profile

Hi everyone,

I’m posting here because I’ve already tried the official EA Support process multiple times, but I haven’t been able to reach an advisor despite repeated attempts. I’m hoping someone here has seen this before or can point me to the right team to investigate it.

I’ve played Plants vs. Zombies 2 on my iPad for years and made many in-app purchases through my Apple ID.

A few days ago, the game started glitching, so I deleted and reinstalled it. Since then, the game immediately starts a brand-new profile with the tutorial and first-time player offers. It never asked me to choose between a local or cloud save.

The important part is that I’m not using the wrong account.

I’m signed into:

• the same Apple ID
• the same Game Center account
• the same EA account

My Game Center still shows my original PVZ2 achievements (63/75 completed) both in Game Center and on the game’s loading screen, confirming that I’m signed into the correct account.

Inside the game, I signed into my existing EA account and manually synced my data. The game reports:

“Player Data Sync Succeeded! Player data was saved with the game server and reloaded.”

However, instead of restoring my original progress, it simply reloads the newly created profile.

The only Player ID I can currently access belongs to the new profile created after the reinstall. Unfortunately, I no longer know the Player ID of my original profile.

What I’ve already done

• Opened multiple EA Support cases (#251478430, #251525220, #251439042).
• Followed the instructions from my first support case, but they ultimately led me back to standard EA Support.
• Uploaded screenshots of my Player ID, Game Center achievements, and the successful sync message to EA Support.
• Twice waited in the live chat queue for over an hour, only for the cases to automatically close with the status “Player Unavailable” before I was ever connected to an advisor.
• Emailed EA Mobile support with a complete description of the issue.
• Posted on Reddit seeking advice from other players.
• Contacted EA through Instagram.

Why I believe this is my original account

• Same Apple ID
• Same Game Center account
• Same EA account
• 63/75 Game Center achievements still linked to this account
• More than 60 App Store purchase receipts for PVZ2
• Successful EA sync message confirming communication with the game server

I’m not asking anyone here to restore the account directly. I’m simply hoping someone can help determine whether my original PVZ2 profile still exists in EA’s systems, or point me to the team that can investigate it.

This game helped me through a difficult period in my life, so losing years of progress has been genuinely upsetting. I’d be incredibly grateful for any guidance or help in getting this case in front of the right team.

Thank you very much for taking the time to read this. Any advice or assistance would mean a lot.