Two different accounts from different users are linked. Please help!!

Question

I've had a big problem for months and I still can not figure it out.

My account is linked and sychronized to my mom's account. I play Candy with my facebook login on my android. My mother does not have facebook and plays Candy with her King account on her android. Because of this problem both of us are always in the same phase automatically. It sucks!

Our emails are different, but we always have the same username and the same phase. I have deleted the accounts, cleared the cache of the two devices, rebooted, etc ... I do not know what I can do anymore. I need someone from the technical support to go into our accounts and unlink us.

Creative_Elsa · Answer

Yes that is great that you will start a brand new account and make sure not to use anything close to that user name.

mairabongiorno · Answer

Thank you so much for the tips. @Elsa

My mother and I log in with different users, different emails and different passwords. I use facebook to login and my mother uses her king account. What happens is that my username always gets her name, even though I change it manually, back to hers. And our progress in the game remains synchronized.

I found my user ID number with my email, and I got her user ID number with her email. And to my surprise, our number is the same.

I will follow these steps and create a new account. I hope it all right.

Thank you all very much. =)

Creative_Elsa · Answer

@Sukanta_Biswas thanks for tagging me.  @mairabongiorno, you can read a bit about this issue here but it mentions both on Facebook:  https://community.king.com/en/candy-crush-soda-saga/discussion/244231/will-i-lose-all-my-game-progress-if-there-is-more-than-one-player-on-my-device#latest
Since you are both playing on different platforms, then the problem might be that you are both using the same username and that is probably what is causing this to happen.  If you are both logging in with the same username then it is only recognizing the one player.  I think the best solution might be this.  Since your mother is already playing with a King account please get her user ID # by following the steps from here:https://community.king.com/en/candy-crush-saga/discussion/247069/what-is-my-user-id-and-where-can-i-find-it#latest 

She doesn't need to keep that number but I want her to know how to get it so she can get the new user ID # when she creates a new account.  That will be the next step.

Then the best solution would be to have her create a new account, different email, different username and different password.  Get that user ID #.  Then complete the contact form from this link:  https://soporto.king.com/contact
Explain what happened and that a new account was started.  Give them the user ID # from the brand new account and they can manually go into her new account and add her progress back to that.  Make sure to use this topic and subtopic when completing the contact form.