Support is not receiving my replies

Squeglia

So I’ve contacted support multiple times (I’m sorry about that , it could look like spam) after all these days I’ve figured out that support does not receive my replies or direct emails.

the first time I’ve contacted them through the game (then through the site ) and I’ve got a very fast answer but every time they ask me for proof of purchase ( so answering them with “reply “ button ) they don’t get my message . And I get the system Notifications “if you don’t answer within 3 days your ticket will be closed “.

DISCLAIMER : Yes I checked spam folder , yes I receive the emails front the support every single one of them , no my email is fine I tried with multiple ones ( gmail , outlook) , yes I’ve tried to send to others and it works . It just looks like that support’s email is filtering replies or direct emails (this is happening on the crash bandicoot support email) . I’m really sorry because they’re replaying but my answers do not reach them. Could you do something to fix it ? Is there another way or email that I can use to contact support and show proof of my purchase to receive the in game items I didn’t get ?

last question once the game double charged me by mistake so , of course , I asked the refund thorough apple for the extra amount of money taken , am I going to get banned for this ? I spent a lot of money on the game so I’m worried . Thank you for your attention I hope that my insistence didn’t bother anyone.

RATNutz

Similar experience

kiara_wael

Hi @Squeglia . Did you put your game ID to Support Team ? Its happend to me when im not put my Game ID

and . You can find all info about refunds and broken purchases here.

Squeglia

Yes , but it always looks like this.

me : help

support : hello send us proof

me: replies

and then silence and the systems tells me I’m not answering . I think there is something wrong with the support’s email system .

@kiara_wael

Squeglia

@kiara_wael could you please make me an example about how to write an email to them ? That would be really helpful.

object ?

body?

Spinnifix

https://community.king.com/en/candy-crush-saga/discussion/comment/1494697#Comment_1494697

Hello and welcome

To get help directly from the game: Go to the settings gearwheel in the game, then tap on the question mark. You'll be directed to the help center. There you look for your problem and follow the steps. If you cannot find the issue or the provided steps don't solve it, then scroll to the bottom of the same help center page and tap on 'Contact us': There you come to the contact form. Please fill in in your language. Please note that everything is spelled correctly (that is important): and send it. You will then receive an automatic email. Please answer to it and describe your request. Submit. And have some patience for the answer. If you don't get an answer after 3 days, please try again.

Buy & Gold Bars

https://soporto.king.com/contact

Good Luck

Squeglia

@Spinnifix thank you for the answer . Sadly I’ve tried that multiple times and I indeed got an answer from a person but the problem is when I have to reply directly to the email to continue the conversation . They do not receive the messages sent in any way other than the site or in game. “Please answer to it and describe your request.” That’s te problem during this step . I can’t answer , when I do they do not receive the message and the system notifies me that I haven’t answered. There must be something wrong with the emails the support is using.....

Spinnifix

https://community.king.com/en/candy-crush-saga/discussion/comment/1494882#Comment_1494882

Hi!

Please send an email. You will get an automatic email and you have to answer it. Please keep this sent email, if you don't get an answer after 3 days, send this email again. It is important that you keep them. Please try again.

Good luck

Squeglia

@Spinnifix thank you for the answer . I’ll try again then I will surrendered cause I’ve already tried with 3 differente clients and sent like 5 emails 🤣🤣🤣I don’t want to spam anymore.

I also want to apologize because I posted in the candy crush thread instead the crash one . Thank you all for listening and answering my questions .

Spinnifix

https://community.king.com/en/candy-crush-saga/discussion/comment/1494882#Comment_1494882

Hi!

Somehow I read that there are problems at the moment. Please which device do you use? If you have a mobile device. Please have a look at your app and you will find an email address there. Please write there and explain everything. You can also write directly in the Play Store. An email is deposited. Please try it there and include everything with your ID number and your proof. Please enter everything correctly.

Hope this helps you further!

Squeglia

@Spinnifix I really hope all emails I’ve sent won’t arrive all together 😱🤣 that would be so embarrassing for me. I’m on iOS and I’m using an iPhone 11 Pro

Spinnifix

Okay, you meant a different game, then it would have to be postponed. But basically it's the same problem and the game doesn't change either.

Spinnifix

Hello If it is one and the same email address, do it only once. Otherwise write on every email. It can only be right and you will get more than one answer. Much better, isn't it?

Squeglia

@Spinnifix yes I’m very sorry about that . I just joined and didn’t know there were different sections for each game

Spinnifix

Please, I'm just trying to help you. What you do is your decision. Please think carefully about what you want to do. Good luck

Squeglia

@Spinnifix thank for everything so I will wait until the momentary issues at the support sections are fixed ? Sorry maybe I didn’t understand your suggestion