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Hi Liz!
This is how level 962 should behave:
https://www.youtube.com/watch?v=M4ObE7yl_FU
I see you are playing on Facebook - I have always recommended playing on King.com as things seems to work better there. Try this:
Go to King.com and login. To sync your King.com account with your Facebook progress just follow these steps:
1) Click on Settings
2) Choose Account
3) Enter your password
4) Click on Synchronizing/ Connect to Facebook
5) Click on the two arrows
Once done your progress is synchronized and you should be able to play and progress without any issues.
Cheers :-)
I'm sorry, but that is not a solution. Don't provide these levels on Facebook if they are not going to work properly. I've been playing the game on FB with few issues for the past two years. It's only been in the last 3 weeks that this bug has appeared on several levels. Your programmers need to look into this.