iOS App lost access to Internet weeks ago. How can I fix it?

ramo_ona

Hello,

I've been playing Candy Crush Saga on my iPhone for years and I have stacked up quite a lot of boosters and gold. I am on level 3417 currently. But some weeks ago the app suddenly stopped communicating with the Internet. So I can't send/receive lives, buy anything from the shop, take part in any contests or gain any new boosters or anything. Nothing is really working anymore. Just the offline game.

I have tried switching between WiFi/cellular data, rebooting my device, force-closing the app. Nothing helps. I do not want to delete and reinstall the app because I fear that most progress and boosters will be lost.

I am logged in via Apple-Sign-In on my phone. I downloaded Candy Crush on my Laptop, but since there is no Apple Sign In available, I used the e-mail address and it got the right picture and gold, but the level and boosters are much much less, so I assume if I delete the app I will fall down to at least that level.

How to get the iOS app to communicate with the Internet again?

Doondie

https://community.king.com/en/candy-crush-saga/discussion/comment/2683364#Comment_2683364

You're welcome! 😇

These things happen, unfortunately. And players usually act first, then ask how to repair the damage.

Regarding this:

also because without connection, how is anybody supposed to access my account remotely

They (Support) don't do remote access, i.e. they don't connect to your device or game app. As a matter of fact, it's us - players - who access our accounts remotely because they are stored on their (King's) server. 🙂 Anyhow, your app not communicating properly with the server wouldn't have affected their ability to examine your account. For all you knew, the problem could've been on your side, although you said you've tried switching networks and stuff but still. It doesn't matter now though.

Now that they are talking to you, they should've asked for your user ID and a screenshot to show your previous progress. Keep me posted on your support progress. Curious what they'll say about your boosters. Chances are they'll use the you have bought those, so we won't replace them excuse.

QueenB

Hi @ramo_ona and a warm welcome to the Community!

I'm sorry to hear the game app has lost connection and you seemed to have done the correct things but I'm afraid the only option left that usually solves these issues is to reinstall the game app.

The issue with reinstalling the game app is that you might lose you booster inventory, but your game progress and Gold Bars should be fine. I also use an iPhone when playing the game and from my personal experience, whenever I had to reinstall the game app, when installing it back and connecting the game to my Facebook or King account, my boosters always made it back.

Now, I can't guarantee you that it will happen as somethings there can be other factors that can affect this but, I would give it a try and delete the game app as that should solve the connection issue.

Now in case you so lose your boosters, you can get intouch with our Player Support team HERE and ask for a compensation.

Let me know if you have any doubts 🙂