Can’t retrieve progress via Facebook on IPhone 11 Pro Max

robinsfranklin

For several weeks now, I’ve not been able to retrieve my progress via Facebook, on my IPhone 11 Pro Max. It tells me “wrong username/email combination”. Works fine with my IPad, however. Any suggestions?

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/462685/can-t-retrieve-progress-via-facebook-on-iphone-11-pro-max

Hello again @robinsfranklin🙋‍♀️

Did you try to "off load" your game App? Please try all these troubleshooting steps one by one and see if it helps?

1. Check Your Credentials —> Ensure you are entering the correct email and password for your Facebook account. Try logging into Facebook directly on a web browser to verify your credentials.
2. Update the Game —> Make sure your game is updated to the latest version. Check the App Store for any updates.
3. Clear Cache (iOS) —> For iOS devices, you can offload the app to clear the cache.
   • Go to Settings > General > iPhone Storage;
   • Find and tap on Candy Crush Saga;
   • Tap on Offload App. This will free up storage used by the app but keep its documents and data;
4. Check Permissions —> Ensure that Facebook has the necessary permissions to connect with Candy Crush.
   • Open the Facebook app on your iPad;
   • Go to Settings & Privacy > Settings;
   • Scroll down to Apps & Websites and make sure Candy Crush is listed and allowed;
5. Reconnect to Facebook⬇️
   • Open Candy Crush Saga.
   • Go to the settings menu (Pink Cogwheel / gear icon).
   • Tap on the "My Profile" button and try logging in with your Facebook account again.

If the issue persists, please contact our Player Support team for further assistance. Here’s how:

1. Open the game app and go to the settings menu (Pink Cogwheel/gear icon).
2. Tap on the "?" and select the topic of the issue.
3. Select the "Contact Us" option at the bottom of the page and provide details about the issue, including a screenshot if possible.

I hope this helps! If you have any further questions, please type below🍫🍫