I was reset to Level 1 and my progress is gone. Was my account deleted?

How could this happen?

You are likely logging into the wrong account, or your console account was unlinked from your Epic Games account.

Your Epic Games account is where you store all your saved data, not your linked console account. If your console account is unlinked from your Epic Games account, the next time you attempt to play on your console, you will be unable to use your Epic Games account. The game prompts you to sign in or create a new account. Choosing not to sign in creates a new Epic Games account that has no data, so you can keep playing. You can fix this issue by relinking your console account to your Epic Games account.

You are logging into the wrong account

It's possible that you are logging into a different account than the one you are expecting. Make sure that you are using the e-mail address associated with your Epic Games account. You can also try logging in using an external account that you know is linked to your Epic Games account. 

If you are prompted to create a new account after attempting to log in and are certain that you are using the correct information, please contact us using the option provided below. 

Relinking your account

There are four steps you need to take to relink your console account and resolve the issue:

1. Sign in to your console account and register your Epic Games account
2. Verify your email address
3. Unlink your console account from the account with no data 
4. Link your console account to the desired Epic Games account

Sign in to your console account and register your Epic Games account

First, you need to register your account so that you can then unlink the console account from the newly created Epic Games account. 

1. On your desktop computer, go to the Epic Games homepage (Opens in a new tab) and make sure you’re signed out. 
2. Click on SIGN IN.
3. Click the icon for the console you want to link to Epic. You should select the console you use to play an Epic game. You’ll be prompted to register your account after signing in.
4. Register your Epic Games account, completing all required fields. Then click SAVE CHANGES.

Verify your email address

Refer to How to verify the email address on your Epic Games account. for detailed steps.

Unlink your console account from the account with no data

When your email is verified, you can unlink your console account from the Epic Games account you registered. Then, you can link your console account to the Epic Games account that has your data. 

Refer to How do I unlink my console account from my Epic Games account? for detailed steps.

Link your console account to the desired Epic Games account

When the console is unlinked, you can relink your console account to the Epic Games account that has your data.

1. Select your display name in the menu bar.  In the drop-down, click SIGN OUT.
2. Stay on the Epic Games homepage (Opens in a new tab) and click SIGN IN (or the silhouette icon). 
3. Select the sign-in option for the console you just unlinked, and Sign In. 
4. Select Link to an Existing Account.
5. SIGN IN using the Email and Password of the Epic Games account you want to link to your console.

Your registered Epic Games account is now linked to your console. The next time you play, you should see all of your progress and purchases.