nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Discussions
Latest news about Candy Crush Jelly Saga
Support
Support — Get help here
Contests
Win Gold Bars and more!
Ideas
Help us make the game even sweeter
Level Tips
Off-topic

I can't get on to play your game Update:

Cat-13

I play your game on my computer. I can't get on. I was playing it Friday, then all of a sudden, I couldn't get back on.

I don't play on Facebook because I saw it reset to the beginning.

So I got on Facebook to report it, and see what's going on? This started Friday evening. I also saw other people have reported they couldn't get on to play. Mine happened when I was playing. Everything is up to date. no cashe problems, started and restarted. Tried this morning still can't get on.

Anyone? Thanks!

@Snow_Rider @Princess_Jessica @Haechan_17 @NamTruong2001

Find more posts tagged with

Bug / Issue

Want to reply?

Accepted answers

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3655576#Comment_3655576

Good morning @Cat-13 . Hope you're doing well.

I found it and I'm on it! Give me some minutes to take care of everything and I'll get back to you.

See you in a bit :)

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3653871#Comment_3653871

Hey there @Cat-13 . Hope you're having a good day.

Yes, our support can transfer your level progress from the King account to a Facebook account. I was already able to find your King account for Jelly, so if you give me your Core User ID for the Facebook account I can do that for you.

Since you'll be playing on Facebook, to find the account I'll need your Facebook ID.

Please note that these steps need to be followed on a PC.

Click the downward triangle in the top right of Facebook, next to your notifications, and select Settings at the bottom.
Click Apps and Websites in the left column.
Click on View and Edit next to Candy Crush Jelly Saga (you might have to click See More if it's not showing all your games).
Scroll down to Your User ID and copy the digits displayed, please.

This link also explains the process: https://www.facebook.com/help/1397933243846983

Thanks in advance and have a great day!

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3651916#Comment_3651916

Hey there @Cat-13 . Thanks for replying and clarifying the situation.

Yes, sadly we're currently facing an issue where Windows 11 players can't access their game. It's happening across several of our games, Jelly included.

We're currently asking players who contact us about this to provide us with Windows crash logs.

Could you please reach out to our player support team with the crash logs? To obtain the logs go to Event Viewer--->Windows Logs---->Application ---> Open the log itself.

Thanks in advance and have a great day!

All comments

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3657788#Comment_3657788

Hey there @Cat-13 . Hope you're doing well.

I can see that the Agent currently in charge is waiting for your reply, to confirm if you accept being moved to that level manually. Please reply to them in the same ticket.

Thanks and have a great day! :)

Cat-13

@Alex_The_Witch I'm on 10260 on my computer. But on the Facebook one it says 10250. Is there any way it can be changed to 10260 on Facebook? thanks😁

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3655576#Comment_3655576

Hey there @Cat-13 . It's been done in ticket 17029977! Have a great day.

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3655576#Comment_3655576

Good morning @Cat-13 . Hope you're doing well.

I found it and I'm on it! Give me some minutes to take care of everything and I'll get back to you.

See you in a bit :)

Cat-13

@Alex_The_Witch I have the user ID I sent it in the email

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3653871#Comment_3653871

Hey there @Cat-13 . Hope you're having a good day.

Since you'll be playing on Facebook, to find the account I'll need your Facebook ID.

Please note that these steps need to be followed on a PC.

Click the downward triangle in the top right of Facebook, next to your notifications, and select Settings at the bottom.
Click Apps and Websites in the left column.
Click on View and Edit next to Candy Crush Jelly Saga (you might have to click See More if it's not showing all your games).
Scroll down to Your User ID and copy the digits displayed, please.

This link also explains the process: https://www.facebook.com/help/1397933243846983

Thanks in advance and have a great day!

Cat-13

If I start to play on Facebook again can you put my game back up to the level I was at when I was playing on my computer? I was pass the 10,000 level @Alex_The_Witch @Princess_Jessica @Snow_Rider @Haechan_17

Cat-13

I typed in window logs because I didn't see any link to event viewer. This is what I got. So I'll just wait until it gets fixed. 😄

Under Investigation: Unable to open the game on Windows 11

We're sorry, but there's currently an issue that may prevent some players from opening the game on Windows 11.

Our team is investigating the issue and working to get you back to your game as soon as possible.

We'll update this article when we have more information to share.

Thanks for your patience and understanding.

Alex_The_Witch

https://community.king.com/en/candy-crush-jelly-saga/discussion/comment/3651916#Comment_3651916

Hey there @Cat-13 . Thanks for replying and clarifying the situation.

Yes, sadly we're currently facing an issue where Windows 11 players can't access their game. It's happening across several of our games, Jelly included.

We're currently asking players who contact us about this to provide us with Windows crash logs.

Could you please reach out to our player support team with the crash logs? To obtain the logs go to Event Viewer--->Windows Logs---->Application ---> Open the log itself.

Thanks in advance and have a great day!

Cat-13

@Alex_The_Witch I stopped the Facebook account when I was stuck on a level since May. When I came back to check on it, it was changed to the beginning just this month. I play on the computer instead of Facebook. I tried to click on to play. It tried to come up but doesn't. I also saw others are having the same problem, (look on comments in the Microsoft store) I was playing the game Friday evening when all of a sudden, it disappeared and I couldn't get back on. (I forgot to add that) Also I'm up to date, started and restarted the game, cleared the cashe. Thanks for your speedy response😁

Alex_The_Witch

Hey there @Cat-13 . Hope you're doing well.

I've checked your Candy Crush Jelly Saga account on our side and can see your progress is only saved through a King email address, meaning you don't own a Facebook account for this game, at least with this high level progress. You may have a secondary account that is connected to a Facebook email address, which may be showing the loss of level progress instead.

In any case, could you please confirm if this is the issue you were referring to, or if you're referring to something else with Facebook? Thanks in advance and have a great day!