Your long-term PvZ2 progress disappeared after updating the app following a break, forcing you through the tutorial without a restore option.
Crucially:
- Your Player ID is correct and matches your old records.
- You had previously backed up via Game Center/EA, confirmed by existing achievement dates.
- EA Support acknowledged a technical issue on their end causing this and asked you to follow up in 24 hours.
- Others are reporting the same problem.
This strongly suggests a widespread server-side issue at EA, not data loss specific to you. Since your Player ID is correct and EA is aware, there's a good chance your sentimental progress can be restored once they fix their systems. Following up with EA support as they requested is the right course of action.