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

laurahabberfieldlaurahabberfield Posts: 11 Level 2
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!

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  • Hey! Would you like to give us your opinion?

  • Sukanta_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    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..
  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    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_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    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 😊
  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    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.

  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    Hi @Sukanta_Biswas
    Here is the iPad screen shot. 

    Can you help?

    Thank you!
    Laura
  • Sukanta_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    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 ..  

  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    @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_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    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....

  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    @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_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    @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?
  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    @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.
  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    @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_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    @laurahabberfield
    I understand now. Why are you having this problem 😜
    I will back in 15 minutes, please wait 😊
  • Sukanta_BiswasSukanta_Biswas Posts: 21,946 Candy Moderator
    @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 😊
  • laurahabberfieldlaurahabberfield Posts: 11 Level 2
    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.
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