If you log in and the game starts you as a new player, or shows a different avatar, your avatar is not lost. The game opened with a different login than the one your avatar is linked to.
Why this happens
A different account is signed in on your device. Hotel Hideaway uses whichever Facebook, Google Play Games or Apple account is currently signed in on the device. That can be a second account of yours, or a family member's.
Your login isn't available on this device. Google Play Games only works on Android. Game Center and Apple ID only work on Apple devices. Facebook works on Android, Apple devices and Steam.
You have more than one avatar on the same login. One account can have up to six avatars, and the game may open a different one.
Your avatar was never linked. Avatars that were never connected to a login (guest avatars) only exist on the device they were created on.
What to do
Check which accounts are signed in on your device (Facebook app or browser, Google Play Games, Apple ID / Game Center settings) and sign out of any account that isn't the one linked to your avatar.
Restart Hotel Hideaway and log in with the same login type you used before.
If you're on a new device, use a login that works on it. For example, if your avatar is linked to Google Play Games and you moved to an iPhone, you'll need a login that's also linked to your avatar, such as Facebook.
If you have several avatars, tap your name in the lower right corner and use Switch avatar.
Tapping Log off only signs you out on that device. It doesn't remove the link from your avatar.
Still can't find your avatar?
Contact us from the game and tell us your avatar's name, the device you use now and before, and the login you used. We can check which login types your avatar is linked to. We can't see the name or email of those accounts, and we can't change or move a link. Never send us passwords or verification codes.