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Lost boosters on your mobile? Oh no! Let’s see if we can solve it!

Lola_PopLola_Pop Posts: 11,199 Community Manager
edited May 16 in Support

There are a couple of reasons you may lose sight of the boosters in your game. The two main reasons are that: 

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  • Lola_PopLola_Pop Posts: 11,199 Community Manager
    edited December 2019

    You are no longer connected to the device in which the boosters are visible


    If this is the case…congratulations! There are steps you can take which should reunite you with your missing items.

    First, try disconnecting and reconnecting to your profile. If you're somehow not connected to your correct profile, you won't see your boosters. This most often happens when players share their device with someone else.

    To disconnect from the current profile:

    Return to the main screen, where the 'Play' button appears

    • Tap the menu gearwheel 
     

    • Tap on "My profile" or "Profile"


    If you're playing Candy Crush Saga, just tap on My Profile as soon as you open the game:



    • Select Log Out"
    • You should now be back at the main screen
    Now you’ll need to connect to the same profile that your boosters were already held in; to your original account!

    Please follow these steps to reconnect to your profile: 

    If you cannot recover your boosters, we can offer support and replacement for any you've purchased but not yet used. Please contact us using the link at the bottom of this page:


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  • Lola_PopLola_Pop Posts: 11,199 Community Manager

    You have a new phone or accidentally deleted the booster data permanently

    Sometimes your boosters cannot be recovered or replaced:

    1. If you've begun playing on a new device. Boosters cannot be transferred between devices. They can sometimes be saved in the iCloud if you use an Apple device, or on a SD card- however, we cannot guarantee that you will be able to transfer them, so we'd recommend you use as many as possible on your old device, before picking up your progress in the game on your new one.
    2. If you've deleted, uninstalled or reinstalled the game or if the game has crashed, these steps involve deleting the data where your boosters are saved. This deletion is irreversible and therefore your items cannot be recovered. When applying an update, it's important to use the 'Update' option when available in the App Store, and not remove and reinstall the device.
    3. If you use an Android device and have cleared the 'App Data', this deletion is irreversible and therefore your items cannot be recovered.

    If they have been won or obtained for free in the game, unfortunately, we do not offer a replacement for these, as per our Terms and Conditions. For more information, please contact us using the link at the bottom of this page:

  • Lola_PopLola_Pop Posts: 11,199 Community Manager

    You have a new phone or accidentally deleted the booster data permanently

    Sometimes your boosters cannot be recovered or replaced:

    1. If you've begun playing on a new device. Boosters cannot be transferred between devices. They can sometimes be saved in the iCloud if you use an Apple device, or on a SD card- however, we cannot guarantee that you will be able to transfer them, so we'd recommend you use as many as possible on your old device, before picking up your progress in the game on your new one.
    2. If you've deleted, uninstalled or reinstalled the game or if the game has crashed, these steps involve deleting the data where your boosters are saved. This deletion is irreversible and therefore your items cannot be recovered. When applying an update, it's important to use the 'Update' option when available in the App Store, and not remove and reinstall the device.
    3. If you use an Android device and have cleared the 'App Data', this deletion is irreversible and therefore your items cannot be recovered.

    If they have been won or obtained for free in the game, unfortunately, we do not offer a replacement for these, as per our Terms and Conditions. For more information, please contact us using the link at the bottom of this page:

  • Lola_PopLola_Pop Posts: 11,199 Community Manager

    If you connected via a King account before

    • click on "Retrieve my Progress" 
    • Select the Log In button at the bottom
    • Submit your email address and password

    You'll now connect to your King account and your progress, boosters, and Gold Bars again  

    If you cannot recover your boosters, we can offer support and replacement for any you've purchased but not yet used. Please contact us using the link at the bottom of this page:

  • Lola_PopLola_Pop Posts: 11,199 Community Manager

    If you connected to Facebook before

    • Open the Facebook application on your device and log in to your own 'correct' Facebook profile.
    • Open the game and tap the blue Facebook 'connect' button, to re-link your game to the now active Facebook profile.
    If this was the previous Facebook profile you used, you'll now recover your progress, boosters and Gold Bars again.  

    If you cannot recover your boosters, we can offer support and replacement for any you've purchased but not yet used. Please contact us using the link at the bottom of this page:

This discussion has been closed.