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All my candies disappeared when I updated game
susands68
Posts: 8
Level 2
in Discussions
I was told to log out, turn off phone and update my game to get one the the events to work (cinema wasn't clickable), when I did that ALL but 1 event disappeared and all my candies disappeared! All my coins were there thank goodness, but I had over 80 chocolate candies and over 70 wrapped candies, plus dozens of others, now all gone except 1 chocolate candy. Super annoyed!
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Comments
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Hi there @susands68 I am so sorry this happened to you. Who told you to do this??? What they probably meant with their advice was to close the game, turn the phone on and off and update the game?. If you actually log out of the game and then log back in to your account, then all boosters and quite possibly lives from friends stored on your device do get lost. Did they not warn you that this might happen? If this happened in response to an email you got from customer support then reply to that email, explain to them what happened and they might give some compensation of boosters.
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Oh my God, no one told me that! That is insane, why would what you have warned disappear just because you logged out? I have tried replying to the email with the instructions 3 times, asking for an actual human and I just keep getting form letters telling me to come here. What the hell am I supposed to do?
Thanks for letting me know!
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Have you any idea how to help or advise Susan, @PummyRaj ?
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So sorry for my late attendance, Christine🙃 I opened this thread yesterday morning, but accidentally closed it before I could write or bookmark it! It took a while for me to find it🤦♀️
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Hello Susan @susands68🤗 Hearty Welcome to our sweet King Community!
I am so sorry to hear that you have lost your boosters and events from your game after the update!!
Which device are you using? If you are on a mobile device or on Windows 10 App, what version did you install now? Since you "logged out", I am assuming that you have saved your game!
You should not lose any of your boosters after logging out. But, the updates can cause it!! We were told that the game makes room for the updates by removing our boosters!! So, I am assuming you have lost those boosters because of the update.
Did you receive your events back or still missing all of them?
I have reported your issue to the Candy Community Manager. Let me see what they say and what you will have to do.
If they ask for more details, I will need the device you are using and the version number as well.
Talk to you in few hours! Have a great rest of the week🍫🍫
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Hi PummyRaj, any ideas how I can get it fixed? They quit replying to my emails. Thanks!!
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Hi Susan and sorry to hear your boosters got lost 🙁
Unfortunately, we do not replace lost items that has been earn for free in the game. Boosters may get deleted either during an update or if the game app gets deleted as boosters gets saved on the device itself.
We apologize for any inconvenience this may have caused and for not being able to compensate you for the trouble as this is something our Player Support Team normally handles when applicable.
My recommendation would to reach again to the Player Support team and ask if it would be possible to get some help in order to get back on track again.
As for the events, have you gotten any of the events you had before back again?
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They should have told me that would happen, I definitely wouldn't have done it. No events have come back, I still only have the daily wheel. How can I get in touch with player support?
Thanks so much for your reply!
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