QueenB

Community Manager

Comments

  • Hi @zeinabab no worries, we can help with that 🙂 To move your progress safely to a new device, you just need to make sure you’re logged into the same King account on both devices. Here’s what to do: On your old device, open the game and go to Settings Make sure you’re logged into your King account (the one with your…
    in account Comment by QueenB 4:10PM
  • Hi @auntnee56 I’m really sorry this happened 😕 Just so we can better understand what’s going on, could you help clarify a couple of things? When the level froze, were you unable to make any moves or use boosters, forcing you to restart the game? Do you remember if anything specific happened just before it froze, for…
    in Level freezes mid-play, losing boosters and win streak Comment by QueenB 4:05PM
  • Hi @Trudy0 thanks for reaching out 🙂 When your Facebook version and your King account app are on different levels, it usually means they’re not connected to the same saved account. Here’s what to check: Open the game on the device where your highest progress is saved. Go to Settings and make sure you’re logged into the…
    in different level on facebook than on King account app. Comment by QueenB 4:01PM
  • Hi @Jan85 thanks for reaching out 😃 Some features and events (like Candy Royale or Baker’s Box) aren’t always available on all accounts or devices at the same time. They can come and go, and in some cases are still being tested on specific setups, which is why you might see them on one account but not another. Out of…
    in Why do some features show on one account but not another? Comment by QueenB 3:56PM
  • Hi @tdemo thanks for the detailed explanation, that’s really helpful. Ads shouldn’t trap you in a loop or restart the game, so I understand why this is frustrating. The detail about the green line at the bottom and the green “OPEN” button is especially useful. To help us flag this properly, could you please let us know:…
    in Ads that start with green line across bottom problem Comment by QueenB 10:03AM
  • Thanks for the screenshot @yuting0622 that really helps. I want to clarify something important: official Candy Crush Saga bundles will always show a price in the game shop. We don’t have any offers that appear with a $0.00 price or that can be redeemed multiple times without a clearly displayed cost in-game. Based on the…
    in ABOUT Candy Mix Pack: 20 Gold Bars + Bonus Treats! Comment by QueenB January 9
  • Hi @6544885182 thanks for reaching out! Could you tell us a bit more about what happens when you try to buy coins? For example: Do you see the offer but the purchase doesn’t go through? Is the shop missing or not loading? Do you get an error message (a screenshot would really help)? And which device are you playing on, and…
    in Why can't I buy coins? Comment by QueenB January 9
  • Hi @RBM0417, thanks for reaching out. I understand how confusing and frustrating that must have been to log in and suddenly see your lives at zero. Lives are stored locally on the device. That means things like a game update, device update, reinstall, or even certain system changes can cause stored lives to reset. When…
    in Lost my lives Comment by QueenB January 9
  • Hi @totefuente, thanks for reaching out. I understand how frustrating that can be. Just a quick note first: we reply in English here in the community, so please feel free to get back to us in English so we can help you properly 🙂 To better understand what’s happening, could you let us know: Does the game restart after any…
    in Anuncios Comment by QueenB January 9
  • Hi @MJM88 thanks for sharing this, that definitely doesn’t sound right. Before we take this further, could you help us with a bit more detail? Does this happen after any ad, or does it seem to be a specific ad that causes the game to restart? About when did this start happening? Which device are you playing on, and which…
    in Losing coins and special candies bc of ads Comment by QueenB January 9
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