W10 App - gap in completed levels

Alan_Burton

My progress shows a gap in levels done (4221 to 4267) with all before that and all after – upto 4374 where I am now – correctly shown as done.  So whenever I load it points to 4221 and I have to scroll up through all those it says (incorrectly) are not done and through those shown (correctly) as done to get back to where I am.

 

 

_Elsa_

Hi @Alan_Burton, thank you for posting here in the community.  I can't remember now if I ever asked you whether you are playing with the game app from the Microsoft store so if you aren't please do so now.  Let's try this first.  Follow the steps from here:  https://community.king.com/en/blog/discussion/247421/having-problems-connecting-to-facebook-on-a-windows-10-game-app#latest

Even though it does mention that you might lose your boosters if you uninstall the game, remember we tried it in our group and no one lost their boosters.  Do a print screen before uninstalling as proof of the boosters that you had.  If you do lose them, then Cez can help you with those. 

Let me know if those tips helped you and if not, then I will give you further direction.  They might be able to go into your account and add the stars somehow.

Alan_Burton

Thanks Elsa - 

(1) Yes am using windows store app
(2) Have updated - no  change
(3) Have run the windows troubleshooter - still no effect.

I should also mention that I also run the app on a different computer and still get the gap (have updated that one too). So I doubt uninstalling would help: rather surely it is a problem with the account? I'm very reluctant to uninstall - with well over a thousand boosters and over 4,300 levels completed, particularly, as I say I am doubtful that this would make any difference. Can the team go into my account as a next step?  Not worried about crowns or stars - one star on each of the missing ones would be fine!

_Elsa_

Ok I am going to give you the link to complete the contact form:  https://soporto.king.com/contact

But you might need to get your ID user # first -

https://community.king.com/en/candy-crush-saga/discussion/247069/what-is-my-user-id-and-where-can-i-find-it#latest

They can go into your account and make some changes.  It might take a day or two to hear from them but you will get an email with a ticket number.  Let me know how you make out.

Alan_Burton

Many thanks, Elsa - I will do that.

Alan

Alan_Burton

Really sorry to trouble you again, but explained my problem on the contact form you gave me, including my King ID (

1734951626) and just got back the standard email directing me back to the forums! No Ticket number.

_Elsa_

Give it until tomorrow to see if you get another email.

Alan_Burton

Elsa - so I left it a week but still haven't heard anything. Is it possible for you to get this issue in front of an expert?

_Elsa_

Ok I am going to tag some of the community managers.  It's mid-afternoon in Spain so I am not sure who can answer.  I am tagging @Cezdiamond because she is the community manager for this game.  I will also tag @Xarly, @MarkHawk and @QueenMia just in case Cez doesn't get this message.  Hopefully one of them can look into your account to see what's going on.

Alan_Burton

many thanks, elsa

keyser_soze

Alan_Burton said:

Thanks Elsa - 

(1) Yes am using windows store app
(2) Have updated - no  change
(3) Have run the windows troubleshooter - still no effect.

I should also mention that I also run the app on a different computer and still get the gap (have updated that one too). So I doubt uninstalling would help: rather surely it is a problem with the account? I'm very reluctant to uninstall - with well over a thousand boosters and over 4,300 levels completed, particularly, as I say I am doubtful that this would make any difference. Can the team go into my account as a next step?  Not worried about crowns or stars - one star on each of the missing ones would be fine!

There’s a windows app version as well?