Moderators

Piddy51

I’ve been having issues with my progress being saved and also Picture in Picture issues, why is it that moderators acknowledge your first initial question and then disappear and don’t follow up after they’ve asked you to let them know how you get on once they’ve given advice to try something??

I love this game and have been playing for over 12+ years, I think I might have to give it up as I’m not going to play from the start when I was well beyond 5000+ levels just because of Candy Crush’s error in saving my progress.

I need help to get these issues sorted !!

is anyone going to give me the help I’m asking for or am I about to get rid of this game for good?

Nikolaos_Prodromidis

https://community.king.com/en/candy-crush-saga/discussion/comment/3106957#Comment_3106957

@christinewupp this is a really helpful and detailed answer!!! 😉👍️

christinewupp

https://community.king.com/en/candy-crush-saga/discussion/458159/moderators

Hello @Piddy51 Although I am not a moderator I will try to answer your questions here. I was able to retrace your previous posts.

The picture in picture issue is ongoing still, that is why no one is answering you about this. It's been complained about by many others and I am not sure if King want to or are able to fix this. The game is very data hungry and it may be quite a complex matter to fix it so that we can get back to enjoy playing music or watching the YouTube videos while playing. The moderators can only pass this onto the game team, they don't work for King themselves but are volunteers and players like you and me.

The issue you had with your game being reset at level 11 needs to be fixed by player support. They should be able to retrieve your level for you as I can see you still have your banner and gold, so your progress should be retrievable. Please use settings (the pink cogwheel and then click on the ? symbol) in your game to contact them. Then click through the options (my game progress, I can't find my progress, how to retrieve levels) until you get "contact us" at the bottom as shown in my third screenshot.

Once you contact player support choose the option "lost progress or items". State your case briefly: I would mention about the game progress only, not the boosters, because these are saved on your device and cannot be retrieved once you uninstalled the app. If you get an automated message sending you back to the community ignore it. If you have not heard from a real person in 2-3 days then reply to the automated email and include your screenshots. If you receive a useless answer, reply to that with your screenshots and explain again. I have not dealt with player support for some time, but about a year ago they were very helpful when I found myself in a similar situation, and they did retrieve my game progress for me. I hope this will work for you.