Gold bars disappeared

laurhouls

I was playing my game and my gold bars disappeared. I want them back.  Help

firebombmarkus

Hi @laurhouls and welcome to our adorable Community 😊 Can you please check if your internet connection is good? Sometimes the servers can be slow and it requires some time for gold bars to appear. It also can happen that a player purchases the additional moves without realizing it and spends the gold bars this way. Otherwise, you should never lose them if you didn't purchase anything.

How many of them did you have and how many did you lose? I will need your game ID so our Community Moderator can look into your account and tell us what is happening. If y ou doesn't know where to find it, follow the instructions on the link below.

https://community.king.com/en/candy-crush-jelly-saga/discussion/247076/what-is-my-user-id-and-where-can-i-find-it

laurhouls

My I'd is not showing I checked. Just tried to upload a screen shot I took but not sure if it went through. The king logo remains in place and never reveals my I'd. But anyway I had 13 gold bars because I used 7 to regain my position today and everything was fine. My internet is fine as well

firebombmarkus

@laurhouls Ok, I will tag our CM @QueenB and she will see if she can look into your account and tell you what is actually happening. Thank you for your understanding. 

QueenB

Thanks, @firebombmarkus!

@laurhouls, if you're playing on a mobile device you should be able to find your User ID. Remember that you need to double-tap on the King logo to get the numbers.

If you still can't find it, contact Player Support here so they can help. 

laurhouls

Found it. My I'd is 1055359934

QueenB

Thanks @laurhouls

So it shows that you had 14 Gold Bars and on 29/09/19, 15:37:01 CET, 5 Gold Bars got used to revive the Daily Bonus to be able to stay on day 6 leaving you with a total of 9 Gold Bars.

On 29/09/19, 16:20:56 CET, 9 Gold Bars got used for extra moves while on level 1293 which leaves you with 0 Gold.

Do you remember this? 

laurhouls

No I did use the 5 to regain my day to day level without starting back on day1 but never did anything else. The remaining taken on error