Niantic released an update to Pokémon GO over the weekend that made progress at fixing some of the known issues as well as adding a few more in-game messages reminding players how to be safe while playing. But the update also caused some unexpected consequences for iOS users. Lots of players found their account reset to Level 1 and all of their Pokémon gone.

An angry storm of players took to Twitter to lament the loss of their progress. Niantic, however says the progress isn’t lost. Instead, the problem is part of a log-in issue where players may have inadvertently created a new account. Niantic has a page in the troubleshooting section of the Pokémon GO website that gives players instructions on how to fix the issue. They say the most likely reason for the problem is that players have signed in to the game with the wrong email address.

“In the Pokémon GO update version 1.1.0 (build 31.0), we updated our Google Account login system and as a result, you may have inadvertently created another Pokémon GO account by logging in with a different Google email address than the one originally used for the game,” the site reads. “To resolve this issue, please sign in with the email address originally used to create your Pokémon GO account.”

For step-by-step instructions go to the troubleshooting page.

 

Nicole Tanner

Nicole Tanner

Nicole has been playing games her entire life. Now that she's a mom, she's passionate about promoting games as a healthy pastime to other parents around the globe. She has been an editor at IGN, where she launched and hosted the Girlfight podcast. In her spare time (which is not very much, honestly) she enjoys gaming, reading, and writing fiction. Most of the time she’s a mom to a crazy, intelligent, and exhausting little girl.