Hot chocolate won not being recognised in the winter festival

brightstar1

Hello,

I'm having yet another issue with this event. I passed two levels, collected my 4 hot chocolates for each and even though it goes into the bar at the top of the screen it still says 0. I'm pretty sure I also had 1 hot chocolate in the bar prior to this and that is missing as well. I thought when I logged out, cleared history etc last night it would show up when logging in today, but no they are still missing. Is anyone else having this issue, please?

Glenn1972

Greetings @brightstar1 , and welcome!

The Winter Festival is a new feature that is being tested in the game at this moment. Since the feature is still being tested and developed, this means that it may have some issues. Make sure -> Check app update -> Log out game -> Restart Device -> Open game and Log in.

We are asked for our patience while this issue is being resolved.

Thank you for understanding

Mary_Kay

https://community.king.com/en/candy-crush-saga/discussion/323502/hot-chocolate-won-not-being-recognised-in-the-winter-festival

You are not the only one complaining about this issue. There are several other players posting about it. I hope they soon fix all these glitches with this feature. Good luck.

johan1082010

Please follow what @Glenn1972 said.

Susie123

Yes, I am having the same problem!! So far now, I am short about 10 hot chocolates. This sucks.

wykoon

Hello there @brightstar1 and @Susie123 and good day to both of you.

Understood that both of you were not able to collect the mug from the Winter Festival. May I know what device are you using i.e. the model and OS version?

I'm playing the event with my Android phone and has no issue so far. We have been receiving similar reports on this matter and it is still being looked into. It could be some minor glitches that creates intermittent hiccups.

Thus, please continue to play other events or leveling whilst pending the above to be sorted out. You can also try disconnecting your device from the internet, wait for at least a minute or less before reconnecting back to the internet. Play a level and go back to the event tab and try again on the Winter Festival. The disconnecting/reconnecting to the game server may sometime help fix the issue temporarily.

Thank you 🙂

hechicerilla

Hi @brightstar1 and @Susie123 We appreciate all the information you provide on these bugs, as being new test functions they need to improve these small bugs.

Thank you and keep enjoying

Susie123

Thanks for the tips, @wykoon. I use hp laptop with windows 8.1

brightstar1

Thank you for the info and tips @wykoon and @Glenn1972. But I did those troubleshooting before posting this thread and it still hasn't made a difference to getting back the hot chocs or being able to use the lives I have in my envelope. @wykoon I'm playing on windows 10 via FB.

Does anyone know if this is likely to be fixed before the event finishes, please?

Glenn1972

Hi @brightstar1 , I am sorry you are having trouble with this feature. I am reading where others are having the same issue.

As this is Holiday for most of our Game Team, I can't say when the feature will be fixed.

Thank you for your feedback and it will help in reporting this issue

This issue has now been reported

brightstar1

https://community.king.com/en/candy-crush-saga/discussion/comment/1321490#Comment_1321490

Thank you for reporting it @Glenn1972.