Lost levels Can you please help?

kka001

Freddy_

@kka001 Hi and welcome. If its the iphone connecting to the wrong account, please try uninstalling the game and facebook. Then clear the cache in Safari (this is important). Log out and restart the device. then install just the game app and try connecting to your account. If this then connects to the right account then install facebook again.

Let us know if this works or not

aijaziqbal

https://community.king.com/en/candy-crush-saga/discussion/316134/lost-levels-can-you-please-help

Hi and welcome to the community.

Please follow below link and see if it helps him.

https://community.king.com/en/candy-crush-saga/discussion/251570/have-you-lost-your-levels-heres-how-to-get-them-restored

If you still have any issues you may feedback us for further help.

Thanks.

wykoon

Hello @kka001 and good day to you.

Understood that you boyfriend has changed his Facebook account password due to the issues of not able to receive lives and also reinstalling the Facebook and Candy Crush application in iPhone because you are not able to sync the progress.

Since your boyfriend has changed the password of his Facebook, and you mentioned that there is issue logging in. If you have entered the incorrect new password, then reset the same. Otherwise, please re-enter the correct password in both Facebook account and the game app.

Try with reconnecting the game to Facebook so the game gets restored. If you still have connection issues to Facebook, please head over here for help. 

If you had saved the game with your email address at some point, then the levels should be saved on your King account.

Simply log back in to your King account instead of Facebook to get the levels back. If you can't remember the password on your account, please tap the link below the password field to reset it. 

Please let us know if the above helps, if your boyfriend still unable to restore the progress, kindly report the issue to King Support then choose game, choose a topic "Problems with my game", then choose sub-topic "Login issues".

Thank you and hope to hear from you.😊

Freddy_

@kka001 Hi and welcome, If your boyfriend still ahs his levels on one device then this just sounds like a connection issue. Please get him to try Play a level to see if this gets his device to connect to the server correctly.

If this does not work try the link given by @aijaziqbal and if you still have problems. post his game ID on here and we can ask the CM to check his account

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

Thank you

kka001

Hi thanks for your support

We have tried everything but so far nothing changed

So here is the user id: 869613569730829

Freddy_

@kka001Do not think thats your game ID should be 10 digits if i remember correctly. see post below on getting your game ID. apologies in advance if im wrong on this

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

kka001

sorry it’s 12055787244

here is also à picture of his progress on the laptop

Crazy Cat Lad

Hi @kka001 and welcome to our Community!

Your game is already on level 8000 so the issue is not that your levels has gone lost.

The issue is that the game is not connected to your Facebook on your iPhone.

Have you tried reinstalling both the game app and the Facebook app and then reconnecting to Facebook in the game?

kka001

yes we tried this

Crazy Cat Lad

What error message do you get when you try to connect the game to Facebook?

Or does it connect, but the levels just don't show up?

kka001

It does connect, no error mssg

but it seems it connects to an unknown Facebook account:

we checked the id On the laptop and it’s à different one than the id on his mobile.

laptop: 7394140415

mobile: 12055787244

so we need to be able to connect to the correct facebook but how?