REPORTED ISSUE - READ - I did not receive the key when passing the necessary level

PummyRaj

Hello @alinemachado and @snakeo, Hearty Welcome to the Candy Friends section of our friendly King Community

@alinemachado, very sorry to hear that Dachs is not giving you the Key to the chest!!  May I know what device are you using to play the game?  Is your game up to date with latest version?  Installing the recent updates makes sure that there are no glitches and bugs in the App!

If you are good with all the updates, would you like to check some troubleshooting steps?  If so, below are the links --
Android -- https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device
iOS -- https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

** Please do not "Delete & Reinstall the App".  As that will remove all your boosters from the game!


@snakeo, are you having any trouble with the game?  If you can give more details, we can be of further assistance to you!

** TO post back, tap on the "Type your Comment" box located below.

Looking forward to talk to you both!  Have a nice day./evening

PummyRaj

Hello @jeanan, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear that you are not able to take the key from Dachs and open the Mystery Chest!!  You are the 4th person I am seeing today with this issue!!  

May I know what device you are using to play the game?  Did you make sure that the game App is all good with the latest Updates?  Or did it start after the recent update?  

Please try these troubleshooting steps and let me know how it goes --
Android -- https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device
iOS --  https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

** TO post back, tap on the "type your Comment box located below!  

Looking forward to talk to you further!  Have a nice day/evening

PummyRaj

Hello @1x1 Hearty Welcome to the Candy Friends section of our friendly King Community and I have just answered in your post @alinemachado  

I am very sorry to hear that you both are not able to collect the key from Dachs!!  Looks like this is glitch that is happening after the new update!!  You are 5th or 6th person today with the same issue!!  I will immediately inform the Community Manager about it!!

In the mean time, can you please try these below trouble shooting steps and let me know whether they worked?
iOS device --> https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

@alinemachado, I have asked the same thing for your Question also... if you are using an iOS device, please refer to the above link.  If you are using an Android device, here is the link for trouble shooting tips --
https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

Also, please post back your game User ID (digits), if the team would like to look into your game... here is a link to find your game ID  https://community.king.com/en/bubble-witch-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Let me know if you need any assistance with anything else!  To post back, tap on "Type your Comment" box located below.

Looking forward to assist you further!  Have a nice day/evening!

PummyRaj

Hello @jsamparan and @paulag, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear that you both are not able to collect the key from Dachs!!  By any chance, did you both update your game App today or yesterday?  If so, looks like this might be new glitch that popped up with it as I am seeing same complaint today!! 

Try and see if the troubleshooting steps work with the glitch.... it varies with the device you are using --
iOS device --> https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device
Android --> https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

Also, like my friend @bearwithme suggested, post your game User ID (digits).  That ID will be useful if the team would like to look into your game!

Please write back if you need further assistance with anything else!  To do so, tap on "Type your Comment" box located below.

Looking forward to assist you further!  Have a nice day/evening! 

PummyRaj

Hello again @karyn279, Thank you for your reply  

Looks like it could be one of the Glitches that might have popped up with the latest update!!  Before involving the King team, can you please try some trouble shooting steps?  Here is the link for your iOS device
https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

** Please do not "Delete and Reinstall" the game, as it will delete all your boosters

Please post back how it went along with your game user ID.  Here is a link to find out your ID --  
https://community.king.com/en/bubble-witch-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Talk to you soon!  Have a nice day/evening

PummyRaj

Hello @Planaria and @dawny74, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear that you both are not able to collect the key from Dachs!!  By any chance, did you update your game App in last few days?  If so, this glitch might have popped up with that.... I have seen about 10 complaints about the same issue  and most of them informed that they have installed the new update!!

Can you both please try some troubleshooting steps and see if that helps!  
Android -- https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device
iOS --  https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

Please post back how it went along with your game user ID.  To post back, tap on the "type your Comment box located below! 
Here is a link to find the game ID  https://community.king.com/en/candy-crush-friends-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Looking forward to talk to you further!  Have a nice day/evening

PummyRaj

Hello @FlyGrl306, Hearty Welcome to the Candy Friends section of our friendly King Community  

I am just following up as you have not yet responded to my friend @Foley1362 and I am seeing more of the similar complaints today!.  

First of all, sorry to hear that you are not able to collect the key from Dachs!!  By any chance, did you update your game App in last few days?  This glitch could be the result of the latest update, but we don't know for sure!!

Can you try some troubleshooting steps and let us know if they helped!!  We do not know what device you are using, hence I am writing the links for both devices....
Android -- https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device
iOS --  https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

NOTE:  Do not Delete and Reinstall your game.  If you do so, you will loose all your boosters/lollipops.

Please post back how it went along with your game user ID.  To write back to us, tap on the "type your Comment box located below!  
Here is a link to find the game ID  https://community.king.com/en/candy-crush-friends-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Looking forward to talk to you further!  Have a nice day/evening

dawny74

@Pummy Raj

I reinstalled the game, Dach was gone, but still no chest to open. 😢

I had installed an update today.

Game used ID is 1098318522

PummyRaj

Uh Oh!!  Very sorry to hear that @dawny74

Thank you for posting your game ID.  I am informing about all these posts to the Community Manager   

Let's wait and hope the glitch will be rectified!!

karyn279

Thank you for the tip to not delete them reinstall!  Appreciate it!  . I tried the other trouble shooting steps and I’m still having the issue. Here is my ID. Thanks!

FlyGrl306

Hi there. I've cleared cache & cookies, force closed the app and powered off and restarted my device. My app is up to date. My ID is 10380064965. 

Planaria

@Pummy Raj
I reinstalled the APP, and Dachs is gone, so is the chest.😢
my id is 7848584026

PummyRaj

Very sorry to hear that @Planaria   

wadesjo

Hi guys;
I have had this happen before and You should still see the chest up at the top and not to much time later you will see Dachs with a key again. Then you should get another chance to get that key and open the chest.
Sometimes if you timeout taking a break or coming back later you’ll miss it that way but it always comes back a short time later. I hope this helps ....🤔🤪😊

PummyRaj

Hello @wadesjo, Welcome to the Candy Friends King Community

The issue for us is not running out of time before reaching the key BUT not able to collect the Key from Dachs. 

If you look at the screenshot provided by @dawny74, there was still 20 more minutes of time left AND couple of levels also passed beyond where Dachs is standing.  The player still did not get the key!!  This is the same issue for 10 more players (including me). 

Thank you for your input!  Have a nice day/evening