This may happen for several reasons:
- You are logged into the wrong Google Play/Game Center/Steam/AppGallery account.
- Your account was not synced properly to the Google Play/Game Center/Steam/AppGallery account, which led to the account being ghosted. Logging in to the game created a new PG3D account. Now this new account is linked to your current Google Play/Game Center/Steam/AppGallery account.
- Due to the game switching servers, any accounts that were not active during update 16.0 - 16.2 (February 2019) or their progress/items are permanently lost. This is because instead of storing accounts on devices, they are now stored in the cloud (aka the servers).
- Your lost account was banned at some point, and you pressed the New Game button (on purpose or accident), or there was unauthorized access to the PG3D account, meaning that a person with access to your account might have pressed restart.
Regrettably, none of these specific problems are within our developers' capacity to assist you, as such accounts are considered to be unrecoverable.