error on login

eydis

I had an issue with level 861 like some others, and followed the advice of uninstalling and reinstalling the game. However, I didn't have an account and created a new one before uninstalling the game (not linked to facebook, but a King account). When I then went to log onto this new account, I get an unknown error, even though the account had been successfully created. I already lost my progress a few months ago when my phone broke and I hadn't created an account, that time I was on the final available level, so losing my progress again would not be optimal. How do I get my progress back? Thanks!

Freddy_

Hi @eydis Please see post below for help with getting your levels restored.

Hope this helps

https://community.king.com/en/blog/discussion/247838/have-you-lost-your-levels-a-guide-on-how-to-keep-your-game-saved

eydis

Thanks @Freddy_Falkner, but unfortunately this refers to reconnecting to your correct account while my problem is that I get an "unknown error" when I try to log in to my account, after reinstalling the game.

Freddy_

@eydis can you screenshot the error your receiving

eydis

@Freddy_Falkner it literally just says that an unknown error occurred, with no error code

Freddy_

@eydis Will tag @debrichmond as she is the guru with this game

From what i am guessing you may need to do an uninstall again to try to rectify this, but would wait to you here from superstar as may need reporting to game team to have a look

Lotus_Flower

Hello @eydis

Make sure your device has at least 2 GB of free memory and the storage has at least 2 GB free. Also clear the cache of the game. If you dont have enough storage or memory than you will need to free some up.

The Android OS needs to be 4.4.4 or higher and iOS needs to be 8 or later.

If all of these are okay, then the last thing you can try is a factory reset of your device, but you would have to do that at your own risk.

Usually I've seen this happen when their wasn't enough memory. Fixing that should help.

Thank you @Freddy_Falkner

eydis

Thanks @debrichmond, this is very good advice but unfortunately this does not seem to be a memory/cache problem 😕 my phone is brand new and I have the latest version of android, so I am 99% sure that this is a bug on the developer's end. Is there any way to contact the team directly? I'm pretty bummed about losing all that progress for the second time in a few months...

Lotus_Flower

Yes @eydis, you can contact them through the game. Go to the settings and then choose Customer Care.

I hope this gets resolved for you soon.