Lost my progress

victoriamunguia28

I am 75 years old and I love playing Candy Crush Saga. I lost my progress. I was up to 18,905 lost my my profile picture. Please help me I don’t know what else to do.

MountainMom

Hello @victoriamunguia28 and Welcome to this King Community. I am so sorry to hear that your progress might be lost, but let's try a few things to get it back.

(1) Sometimes an issue that a player experiences is related to their device rather than the game. So, we first suggest trying the following troubleshooting tips to maximize the chances of the game running more smoothly for you:

• Internet: Ensure you have a strong and stable Internet connection.
• Updates: Check the app stores to update to the latest version of your game if needed, and the latest software update for your device.
• Memory: Do you have sufficient memory on your device? We recommend having at least 2GB free. If you have less than this be sure to free up some memory to enable the game to run as smoothly as possible.
• Cache: Clear your game cache. Do NOT clear your game data -- that is where your boosters are stored.
• Restart: Force close all open apps and restart your device. Leave it switched off for at least 10 seconds, then turn it on again.

(2) Check out the following articles from our Help Center by tapping the hyperlinks in green:

👉️Save and Sync your progress

👉️How to retrieve my progress

(3) If the above steps do not resolve your issues, please reach out to Player Support through your game:

• Tap the gear icon ⚙️ —> Account & Help —> ? Help Center —> Select the topic of the issue you are having and scroll all the way down and tap “Chat With Us.”

This way our Player Support Team will be able to access your individual account and have details about your device, in order to better assist you.

MountainMom

Hello @victoriamunguia28 and Welcome to this King Community. I am so sorry to hear that your progress might be lost, but let's try a few things to get it back.

(1) Sometimes an issue that a player experiences is related to their device rather than the game. So, we first suggest trying the following troubleshooting tips to maximize the chances of the game running more smoothly for you:

• Internet: Ensure you have a strong and stable Internet connection.
• Updates: Check the app stores to update to the latest version of your game if needed, and the latest software update for your device.
• Memory: Do you have sufficient memory on your device? We recommend having at least 2GB free. If you have less than this be sure to free up some memory to enable the game to run as smoothly as possible.
• Cache: Clear your game cache. Do NOT clear your game data -- that is where your boosters are stored.
• Restart: Force close all open apps and restart your device. Leave it switched off for at least 10 seconds, then turn it on again.

(2) Check out the following articles from our Help Center by tapping the hyperlinks in green:

👉️Save and Sync your progress

👉️How to retrieve my progress

(3) If the above steps do not resolve your issues, please reach out to Player Support through your game:

• Tap the gear icon ⚙️ —> Account & Help —> ? Help Center —> Select the topic of the issue you are having and scroll all the way down and tap “Chat With Us.”

This way our Player Support Team will be able to access your individual account and have details about your device, in order to better assist you.