[2026-07-15 09:42] Mira: Hi, thanks for contacting Mosslight Games support. This is Mira. How can I help today?

[2026-07-15 09:43] Customer: Hey. I bought your game Lanternwake on Steam yesterday and my save disappeared after the update this morning.

[2026-07-15 09:43] Mira: Sorry about that. I know losing progress is frustrating. I can help check whether the save is recoverable. Are you on Windows, macOS, or Steam Deck?

[2026-07-15 09:44] Customer: Windows 11. I had about 4 hours in, just reached the old observatory.

[2026-07-15 09:45] Mira: Thanks. We pushed version 1.0.7 today, and we’re investigating a save-index issue affecting a small number of Windows players. Could you check this folder for me: AppData\LocalLow\Mosslight Games\Lanternwake\Saves?

[2026-07-15 09:46] Customer: I see files called autosave_0.lwk, autosave_1.lwk, and profile_backup.lwk.

[2026-07-15 09:47] Mira: Good news. That usually means the data is still there. Please close the game, rename profile_backup.lwk to profile.lwk, then relaunch from Steam.

[2026-07-15 09:49] Customer: One sec.

[2026-07-15 09:52] Customer: Okay, that worked. My save is back, but the game says I’m in the marsh instead of the observatory.

[2026-07-15 09:53] Mira: That backup may be from an earlier checkpoint. If you send us autosave_0.lwk and autosave_1.lwk, we can try to repair the newer file manually.

[2026-07-15 09:54] Customer: How do I send them?

[2026-07-15 09:55] Mira: You can attach them here, or email them to support@mosslight.games with ticket number MW-18472 in the subject.

[2026-07-15 09:56] Customer: Uploaded both here.

[2026-07-15 09:57] Mira: Received. I’m going to pass these to our build engineer. Since we’re a small studio, manual save repairs can take a few hours, but we’ll prioritize this today.

[2026-07-15 09:58] Customer: Appreciate it. I’m enjoying the game, just didn’t want to replay the whole section.

[2026-07-15 09:59] Mira: Completely understandable. We’re also preparing a hotfix to prevent this from happening again. If the repair works, we’ll send back a fixed profile file with instructions.

[2026-07-15 10:00] Customer: Sounds good.

[2026-07-15 10:01] Mira: I’ve added a note to the ticket with your current progress: old observatory, around 4 hours played, Windows 11, Steam version 1.0.7. You’ll get an email update as soon as we have the repaired save.

[2026-07-15 10:02] Customer: Thanks, Mira.

[2026-07-15 10:02] Mira: You’re welcome. Sorry again for the disruption, and thanks for sending the files so quickly.