Hi @Sherry-10
We warmly welcome you to the Friendly King Community's Candy Crush Saga forum.🤗
Please provide as much information as we can for this issue as well as a screenshot and I will happy to help look into it. For instructions on how to take a screenshot please visit here.
Or, You can follow the video below.
https://youtu.be/ke2p5mC-0wY
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