My levels are not syncing between my iPhone and iPad, both are connected to Facebook

laurahabberfield

My iPhone has reset back to level 1, though I am logged in through Facebook. My iPad still has my current progress (level 743). How can I get my iPhone to sync again? I have tried uninstalling, logging out, etc over 10 times. Thank you in advance!

Jelly_Jenny

Hi @laurahabberfield

You should receive a reply to your latest email from the player support and they should get you back on track. Thanks for your patience! 

Sukanta_Biswas

Hello @laurahabberfield
We would like to welcome you to the king community. Thank you so much for being willing to joining 🙏

Restart device then check again & let me know..

laurahabberfield

Hi, I did this already as I also tried reinstalling. Thanks for the note - please advise any other suggested next steps! I have done everything I have read online to this point.

Sukanta_Biswas

laurahabberfield said:

Hi, I did this already as I also tried reinstalling. Thanks for the note - please advise any other suggested next steps! I have done everything I have read online to this point.

Please show me both screenshots 😊

laurahabberfield

I don't have my iPad with me right now, but here is a screenshot of the iPhone screen, and the desktop version of the app which has me at the same level as the iPad. My ID is 1334763312
It looks like when I log into Facebook through the iPhone app it is not actually recognizing my account, it doesn't show my picture or anything. I am logged into Facebook on my phone in the Facebook app.

laurahabberfield

Hi @Sukanta_Biswas
Here is the iPad screen shot. 

Can you help?

Thank you!
Laura

Sukanta_Biswas

Hello @laurahabberfield
According to your screenshot. It is clear that your game is not logged in correctly. You have made a mistake connecting to your Facebook.
Follow the steps below.

Clean app data on iPhone or iPad

1. Tap Settings > General > Storage & iCloud Usage.
2. In the top section (Storage), tap Manage Storage.
3. Select apps Candy Crush Saga & Facebook.
4. Take a look at the entry for Documents & Data. ...
5. Tap Delete App, then head to the App Store to re-download it.

When done, restart the device > Open Facebook app > Log in.
Then,Open Candy Crush Saga > Register with Facebook / Played before button / Save progress to fb.
Let me know ..  

laurahabberfield

@Sukanta_Biswas
I followed your steps and I got the same result. I am only offered one way to log into Facebook from within the Candy crush app. I have screenshots to show you, I can not find another way to directly log into my account? It seems to remember me and I am unable to make sure it directs to my Facebook account by actually entering my username and password. 

Sukanta_Biswas

Hello @laurahabberfield
There currently seem to be two potential problems. Follow 👇

1. You log out of the game 
2. Uninstall Facebook app.
3. Restart device 
4. Open candy crush app > Click ''Played before''

See if you get manual login options.
Let me know....

laurahabberfield

@Sukanta_Biswas
I did not get manual login options, I only got that same login screen option that I sent a screenshot of in the last post. 

Sukanta_Biswas

laurahabberfield said:

@Sukanta_Biswas
I did not get manual login options, I only got that same login screen option that I sent a screenshot of in the last post. 

@laurahabberfield
I doubt it. Did you ever sync the game with Facebook? Or did you play through the Kingdom?

laurahabberfield

@Sukanta_Biswas
You doubt what? I am following your instructions exactly. Trust me I have been unable to play on my phone for months now, it's very frustrating.

I have always logged in through Facebook, I used to see my Facebook photo in the top left corner just like the screenshot from my iPad. I am not sure what changed.

laurahabberfield

@Sukanta_Biswas
I believe my Facebook access 'expired' at one point, that is the only thing I can think of that has changed. I restored the access when that occurred but is this why the phone can no longer sync? If this is the problem do you know what I could do to fix it? As you know I still have my progress when I log in through facebook on my desktop, or through the candy crush app on my iPad.
Thank you

Sukanta_Biswas

@laurahabberfield
I understand now. Why are you having this problem 😜
I will back in 15 minutes, please wait 😊

Sukanta_Biswas

@laurahabberfield
From your i-phone facebook app, follow the steps below.
Open facebook > Setting > Apps & Websites > Logged in with facebook > Edit > Candy crush saga > View > Save 
Check and let me know 😊

laurahabberfield

It did not work 
I am still unable to actually log in directly, the only option for logging in is that link and because it remembers me I can not directly put my email/password in for Facebook. I tried restarting, uninstalling, etc again.