Changed phone, now on wrong level.

madhatters

Hi, changed phone and logged in to my account on my new phone. I was on level 3400 roughly. Now it has me at level 81 of 97. Tried clearing cache and logging out and back in but it's no good. Logged out and back in on the old phone and it puts me in correct level. Please help. 

Sukanta_Biswas

Hi, @madhatters
We would like to welcome you to the king community. Thank you so much for being willing to joining.

First check if your avatar is correct. If the picture is correct, then the problem is for slow internet. Or you can follow step below.
Check app update > Log out game > Restart device > Open game & Log in again.
Let me know.. 

madhatters

Thanks for your welcome and reply. 

The picture is correct. Internet connection is fine, tried on WiFi and mobile data. 

Did as suggested and this had put me back to level 36 of 96 now which is even further back. 

Any further ideas you can offer please? 

Sukanta_Biswas

@madhatters

First you check the game up update here . Current version 1.155.0.3
Then clear the app cache data. Clearing cached data can free up needed space by removing temporary files. This is a short-term solution. Over time, cached data will build up again.
Tap Storage and then Clear cache

To clear the cache for the app:

Open your device's Settings app Settings app.

Tap Apps & notifications.

Tap the app. If you don't see it, first tap See all apps or App info.

.
Open game & check again. If you have the same problem after this, Check out the troubleshooting below and let me know.

Check Device Software Update
If there is a software glitch, you can get rid of it by installing the latest software version. A new version will improve the overall performance of your device and its security and it will also bring bug fixes. If you didn’t enable automatic updates on your device, you can see if there is an update manually:
Go to Settings

Scroll down and tap About device (About phone, About tablet)
Tap Software Update or System update.
Check Game App Update
App developers are giving their best to deliver a great experience to the users, which is why they are constantly working on improvements. If users complain about the issue, including freezing and crashing,developers will fix it with an update. That is why it is essential to regularly update all your apps or at least the ones you use daily. Check here https://play.google.com/store/apps/details?id=com.king.candycrushsaga&hl=en

 You can find out more here https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

If you could respond to this ''reply box'' with your answer, it would help me create a great experience for you and direct you to the right place.

madhatters

The game is the latest version as above. 

My phone software Is also fully up to date. 

I've tried clearing the cache a few times but it doesn't solve it. 

Sukanta_Biswas

@madhatters
Follow the step below if an Android or i-phone 
Open Facebook  > Facebook setting > Apps & Websites > Logged in with Facebook > Edit...

See if your game is active

Let me know..

madhatters

I don't have Facebook so that's not possible. 

Sukanta_Biswas

@madhatters
Can you show me both screenshots of the different levels of your two devices? 

madhatters

I uninstalled on old phone and now that is the same as this one. Looks like I've lost my levels completely. 

madhatters

Total levels

madhatters

Levels this week