Are you losing moves as you play your level?

_Elsa_

I have noticed a couple of players commenting in the community saying that they are losing moves as they play a level.

@Dbag and @Aerialdan, both of you have recently mentioned this in a support message.  Could you please give us more details as to what is going on?  Are they specific levels, and if so, which levels?  Or is it just happening often in your game?  Are you playing on a mobile device or computer?  If device, which model?

Could someone please create a video showing this so that we can elevate it to the studio?  Also I am going to tag @Jelly Jenny who is the Community Moderator.  If we get a few complaints, I want her to be aware that this is happening.

*****Updating message*****

Our Community Moderator just added a message below that it might be happening due to the new "Diagonal Moves" rune.  Below is a picture so please check your game to see if you have this. 

mludwig7

This has been happening to me as well. I took a screen recording of it for proof. It’s not just on one specific level, I think it’s been happening for a while, but at first I thought I was losing my mind! I’m on 3116. I know I’ve lost a lot of boosters and lives because of it. And I’m not going to waste my time playing until I know it’s been resolved. If someone gives me an address to send it to, I can try to share the video of it happening.

_Elsa_

Thank you very much for posting here @mludwig7!  I think we have a few players starting to see this. 

Dbag

I am also noticing this trend of losing moves. I would say it happens on almost every level. I have bought extra lives to try and finish and that generally doesn’t help either. So often I go from 2 moves to zero and that last move I could have used a booster to finish, but never got the chance. Very frustrating to the point that I will probably quit playing as it ruins challenges and consumes boosters. 

pmulbah

I'm stuck on level 974. I get 22 moves but for every other move I make I lose 2 moves giving me a total of 11 moves. Please help

Aerialdan

Versiin attached Elsa, as requested. 
I've made a video for you but can't work out how to upload it on my iPhone??

Jelly_Jenny

@Elsa This might be due to diagonal moves mode.

So everyone, before you enter the level, if you have 3 game mode options to choose from be aware that diagonal mode will take 2 moves if you move the Candy diagonally. 

If you do not want to use this mode, be sure to change it before entering the level. 

Aerialdan

Ok. I tried classic mode and passed the level on the first attempt!  Thanks. Frustrating to have wasted 2 days on this level. 

_Elsa_

Aerialdan said:

Versiin attached Elsa, as requested. 
I've made a video for you but can't work out how to upload it on my iPhone??

Can you upload it to YouTube?  Or you can upload it to Google Drive and then share the link here.

Aerialdan

https://drive.google.com/a/tvradio.co.uk/file/d/1a6kFjI5pVqWTyHj7XnEp41bQGpwn319B/view?usp=drivesdk

pmulbah

Thank you so much, passed the level 😁