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⛔ FIXED! Unable to log in to Kingdom account - Also lost progress, missing friends and Gold Bars

QueenB
QueenB Posts: 15,430
edited May 27 in Support

Hi everyone,

We’re sorry, but there seems to be an issue with the way you can log in to your King account at the moment. This is only affecting players who use uppercase letters in their e-mail address.


The workaround for this is to connect your account to Facebook, if that's an option for you; please do NOT create a new account or reinstall the game app.


Rest assured our studio team is already hard at work on the problem and will do everything they can to resolve it as quickly as possible.

Once the issue has been fixed, you should be able to connect to your King account and your game progress, Gold Bars and friends list should get synced and back to where you left off.

We’ll keep you updated in this post and thank you for your patience and understanding.

Best Answer

  • QueenB
    QueenB Posts: 15,430
    Answer ✓

    Hi everyone and apologies for the delay on getting back to you all.

    We are happy to inform that the issue should have been fixed and you should be able to connect back to your King or Facebook account so your progress, Gold Bars, profile picture gets synced again.

    All you have to do is restart the game app - (always make sure you have the latest game app version installed) 😉

    If you have by any chance created a new account and need help getting back your old account, please reach out to our Player Support Team, click 👉 How to contact Player Support from the game to report an issue

    We want you to know how much we appreciate your patience while we've been working on this issue. If you have any further queries, purchases, missing items, please reach out to our Player Support team!

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Answers

  • Shu_Shu
    Shu_Shu Posts: 19

    Level 2
    edited May 16

    Hi. I played this morning and completed a race (winning 50 gold coins) before taking a break. I got in the app to find my profile picture gone, they were asking for my name again. I make the updates and find that my entire friends list has been wiped, my boosters are still there, yet all my gold has gone missing. Anyone else notice this issue?

    Screenshot_20240515-193335.png

  • cyntilias
    cyntilias Posts: 3

    Level 1
    edited May 16

    Having the same issue! Plus all my timed boosters are gone. Not cool

  • cbaker
    cbaker Posts: 11

    Level 2
    edited May 16

    Did everything in your account get reset when All Stars and Movie Season started? When logging on to play this afternoon, all of my gold bars were gone along with my daily win streak. I logged out, restarted my phone and still 0 gold bars.

    Anyone else have a problem?

  • sahouse8
    sahouse8 Posts: 3

    Level 1

    I played earlier today and all was well. I just went on to play again, and I was taken back to Day 1 of the Daily Treat Machine. Then I noticed all of my Gold bars were gone. I had 8,840. All of my boosters are still there, and I am still on the same level I was on. What happened? And is there a way to get my gold bars back?

    Thank you.

  • cyntilias
    cyntilias Posts: 3

    Level 1
    edited May 16

    Yes! All of my boosters were wiped too. And it's going through the tutorial again as if I were new to the game. So upset.

  • PummyRaj
    PummyRaj Posts: 44,080
    edited May 16
    https://community.king.com/en/candy-crush-saga/discussion/450346/my-game-automatically-restarted

    Hello @sahouse8🤗 A Warm Welcome to the King Community!

    I am sorry to hear about the issue in your game! Did you collect the Daily Treat Machine booster yesterday?

    I would suggest you to log out of the game — close the App — shut down your device — wait for 5 to 10 minutes & restart the device — open the app and log back in.


    Check if everything is back to normal. If not, please send a complaint to the King Player Support team. Let me know if you need help with it.

    You can reply by typing below 🍫🍫

  • sahouse8
    sahouse8 Posts: 3

    Level 1
    edited May 16

    Yes, I received the Daily Treat Machine Booster yesterday, and Today. I was at the max 30. I played the bonus hour of unlimited lives this morning, and then it was just offered again. I currently have my device off, and will turn it back on in a few minutes.

    Thank you.

  • cyntilias
    cyntilias Posts: 3

    Level 1
    edited May 16

    Also, my friends list has been completely wiped

  • chips2010
    chips2010 Posts: 2

    Level 1

    Good morning,

    I have recently logged in and lost my gold bars and my saved lives from other players. These is now the 3rd time this has happened

  • PummyRaj
    PummyRaj Posts: 44,080
    edited May 16
    https://community.king.com/en/candy-crush-saga/discussion/450350/lost-gold-bars-and-lives

    Hello @chips2010🤗 A Warm Welcome to the King Community!

    First of all, please make sure that you are logged into your regular game account.

    If you are in your original game account and still missing your Gold Bars, please send a complaint to King Player Support team through this link —> https://soporto.king.com/contact

    They will be able to check your account and find out what happened. Unfortunately, it is not possible to restore the lost lives😕

Hey! Would you like to give us your opinion?

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