buddy up not working

UrSweet1

Hi, my search for a buddy has been going mental for well over a month and is stuck in a loop searching for a new buddy, how do I fix this? I play on FB platform on a laptop

firebombmarkus

Hi @Urshite1 and welcome to our adorable Community 😊 I am sorry this is happening to you. I will ask you first to do some troubleshooting steps and let me know if they helped.

https://community.king.com/en/candy-crush-saga/discussion/218696/web-browser-update

UrSweet1

Hi I did the update but its still stuck on searching for a buddy ;( been like it for weeks now

firebombmarkus

This might be a Facebook glitch @Urshite1 Let me find out what more and I will get back to you as soon as I have something.

firebombmarkus

Hi again @Urshite1 I will tag my friend and fellow Superstar @Elsa as I am sure she can help you with your issue. Thank you for your understanding 😊

_Elsa_

Thanks for tagging me @firebombmarkus.  I'm very surprised to see this happening on Facebook because it usually happens on Windows 10.  @Urshite1 what you can try next is to uninstall the game from your Facebook settings and then do a search and install the game again.  Below is a print screen to show you where to go once you open your settings.  You are going to click on the Apps and Websites.  Once it opens you will see all your installed games.  Put a check mark on Candy Crush Saga and then click on the remove button.  Close out the settings and refresh your browser.  Clear out the history and then open Facebook and do a search for the game and install it again.  Let's see if that works for you.  If not, then it might be a new glitch starting.  @firebombmarkus and I can keep an eye on the messages for the next few days to see if anyone else starts reporting this.

UrSweet1

Hi love, thanks for the info, I will try that tonight x

UrSweet1

Hi, I tried your suggestion, and just logged back on and the TV on the buddy swap is just going round and round. I have attached a SS for you

_Elsa_

That's not good!  By any chance do you have Windows 10 on your laptop?  If you do then my suggestion would be to stop playing through Facebook and play only through the Kingdom.

UrSweet1

Hiya, thanks so much for replying......yes my laptop runs Windows 10. Can you tell me how to play through the kingdom, what does this mean and will I lose the levels I am on so far and have to start again? Its not a problem if I do have to start from scratch

_Elsa_

Yes!  That's wonderful that you have Windows 10.  Go into the Microsoft store (shopping bag) and install that game version.  When it's installed do NOT log in with Facebook.  Look for the Kingdom button (gold).  If you don't see it then click on the pink button and you might have to do it again until it comes up.  Click on the Kingdom button and create an account.  

Once it is created, you are going to get your user ID # by following the steps on here: 

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

Once you have the number, please complete the contact form from this link:  https://soporto.king.com/contact

They can go into your account and manually get your progress back.  I don't play on Facebook because there are always too many glitches so I always play all their games through the Kingdom.  Please make sure to use this topic and subtopic when completing the contact form.