Bubble witch 3 - progress lost on new phone despite saving to facebook

Question

I saved my wife's progress on facebook prior to setting up her new phone. She was on level 891, user Susan Ingham  Connected to via facebook on new phone and now old AND new phones are on level 1 and I'm in the doghouse!  Please help, two years of progress down the drain.

Lady_Choo · Answer

Hi @Cheri_King and welcome to our community! Could you read the above information and try the steps provided and it should get you back on track! :)  
If you were not connected to Facebook or the Kingdom, this link will help you along with how to get it back. Let me know if you have any other issues :)

Cheri_King · Answer

How do I get back to my level on bubblewitch 3

Lady_Choo · Answer

Hi @AgingHippy firstly welcome to the community!
Secondly, don't panic. All is not doomed. (Although if that were me I would still be totally panicking lol) 
You were connected to Facebook which means that nothing is trully lost. But sometimes Facebook can be a pain and not work properly. We are having connection issues caused by them which doesn't help. Sometimes you need to log in and log out a couple of times, reloading between and then it solves the issue. 
IF that doesn't work, and its a big if, I am going to give you a link but she would need to contact the team due to data protection. And yes, I am sorry, I realise that is a pain. Follow the steps exactly and the team will be able to help you :)

https://community.king.com/en/candy-crush-saga/discussion/246151/how-to-get-your-level-and-progress-back