Progress not syncing

@robstafford No problem at all! Glad to have you back on track

@Jelly Jenny that's crazy, I must be having a senior moment! Lol thanks for the help!

robstafford said:

I'm on 3699, when I go I to play it shows lvl 21. Here's a screen shot

The level is 3699 (that shows up above 21) and the 21 is the amount of moves.

She is gone now because it’s night time in Spain but she will get your message in the morning.

@Jelly Jenny
Did you get my last post?

@Jellyjenny
Did you get my last post?

To tag anyone in the community use this sign @ and the name right after that.

How do I tag you Jelly Jenny?

I'm on 3699, when I go I to play it shows lvl 21. Here's a screen shot

Now it shows you at level 3698.. is that not the level you should be?

Remember to tag me in your reply so I can follow up on this. Thanks

here you go

There were no stars, I played it and won. Now it has me on level 21. Here's a screen shot

Hi @robstafford,

As lives are saved in your device locally, we cannot guarantee that you can keep them indefinitely. It's not very common but lives and boosters can be cleared when clearing other parts of the device's memory too, like the cache. Sadly we're not able to bring back those lives back but it's always free to ask for more from your fellow crushers.

Regarding the issue with level 25 - can you check if there are stars above the level 25? If there are no stars, I recommend replaying the level and hopefully you're then back on track. If it doesn't help, add a screenshot of your game map on this thread so we can check that out.

Where did you send it? It needs to be uploaded here. In order to do that, start a new message and where the arrow is pointing in the print screen that is how you upload it. Once you click on it a box will pop up and you will have to click on browse to see where it was saved and then load it here.

Image: https://us.v-cdn.net/6030983/uploads/editor/a1/y0tnrxjyltx9.png

I sent the screen shot, did you get it?

Thanks for your quick response. I am very surprised that uninstalling the Facebook app would cause that to happen. Unfortunately King does not reimburse for lost lives. I am going to tag @Jelly Jenny who is the community manager because if the help section is telling you that I am wondering if the title is wrong. Or perhaps you went to the wrong title. She will be able to clear this up for both of us.

Your help section said to uninstall it and clear the cache.

Hi @robstafford are you playing the game on a mobile device? Where did you read that you should uninstall the Facebook app? It said Facebook app? If you are on mobile and uninstall the Facebook app and then reinstall it again you shouldn't lose anything because you haven't touched the game app. I can tell you to NEVER uninstall the game app until you have exhausted all troubleshooting methods first. You will lose both lives and boosters. Please give me more information.

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

Ok, this is what you have to do. First you have to get your user ID # by following the steps on here:

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

They can manually go into your new account and get you back to where you were. It might take a couple of days before you get a response so please be patient. You should get an email with a ticket number on it. Please make sure to use this topic and subtopic when completing the form.

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Hi @nitsdgreat, welcome to our community. I would like to take a moment to offer you a message for all newbies to learn more about our community which you can find here. We always run contests so be sure to do them for a chance to win gold bars.

Are you playing the game through Facebook or the Kingdom because they save your progress? Please give me more information so that I can direct you further.

nitsdgreat

I am playing through kingdom

I'm on lvl 3698, when I go in it takes me to lvl 25. Your help says to uninstall Facebook and delete the cache. The game still does the same thing and I've LOST 180 saved life's! How do I get these back???

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

Ok, this is what you have to do. First you have to get your user ID # by following the steps on here:

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

Your help section said to uninstall it and clear the cache.

I sent the screen shot, did you get it?

There were no stars, I played it and won. Now it has me on level 21. Here's a screen shot

here you go

Now it shows you at level 3698.. is that not the level you should be?

Remember to tag me in your reply so I can follow up on this. Thanks

I'm on 3699, when I go I to play it shows lvl 21. Here's a screen shot

How do I tag you Jelly Jenny?

To tag anyone in the community use this sign @ and the name right after that.

@Jellyjenny
Did you get my last post?

@Jelly Jenny
Did you get my last post?

She is gone now because it’s night time in Spain but she will get your message in the morning.