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Progress reset to Level 1 (Guest account). Need manual restore via Player ID

User77777

My game progress was completely reset to Level 1 after a child played with my device. The issue is that I had a Guest Account (it was never linked to Facebook or King.com), so standard automated troubleshooting links from the support bot do not work for me. I cannot restore it via cloud sync myself. However, I know my Player ID: 16531602864I previously reached about Level 1000+ before the reset. I would really appreciate your help to get my levels back.

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User77777

Hi again! I hope you are having a wonderful week. Could you please take a look at my previous message regarding the map restore? I had to reinstall the game to clear the login loop, and it generated a new Player ID: 16546309022. Whenever you have a moment, could you please ask Player Support to finalize the process and move my map to Level 2000? I am really looking forward to getting back to my favorite game. Thank you so much for your amazing help!

User77777

Hi! I had to reinstall the game to clear the login loop, and it generated a new clean Guest account. My new Player ID is 16546309022. Could you please ask Player Support to manually move my map to Level 2000 using this new ID? Thank you for your amazing help!

QueenB

Done @User77777 🤗

User77777

Hi! Thank you for the explanation. I understand about the Gold Bars, I earned them all through hard work and winning tournaments, never bought them.

Yes, please ask Player Support to move my map from Level 1650 to Level 2000 right now. I confirm this request. Thank you so much for your help!

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3558444#Comment_3558444

https://community.king.com/en/candy-crush-saga/discussion/comment/3558733#Comment_3558733

Thanks for getting back to us.

I understand this is disappointing, especially after playing for a long time. However, as your game was being played on a Guest account and was not connected to a Facebook or King account, we’re not able to verify the previous Gold Bars balance, boosters, friend list, or profile details from our side.

When the game is not connected to an account, progress and saved items are not backed up in the same way. This means Player Support can help restore level progress manually as a goodwill gesture, but we can’t replace Gold Bars, boosters, or other saved items that we’re unable to verify.

The 100 Gold Bars you received were added as a goodwill gesture to help you get started again after your level was restored.

If you made any recent purchases, please contact Player Support with your purchase receipts so they can review those separately. Purchases are the only items they may be able to check and help with if something went wrong.

Regarding your level, just to confirm: would you like us to ask Player Support to move your map from Level 1650 to Level 2000?

Once you confirm, I’ll pass that request on 🙂

User77777

I understand your general rule, but my device was constantly connected to the internet, and I actively participated in events like Candy Cup and Candy Royale. My actual balance was between 1000 and 2000 Gold Bars, not just "hundreds." It is impossible to accumulate this amount without server-side validation. Please escalate my case to a supervisor or the Player Support team so they can check my device logs and restore my real balance. 100 Gold Bars is not a fair solution for years of playing. Thank you.

Elpuma3joseluis

Este el número de id y como lo xo sigo no lo tengo

christinewupp

As you had a guest account @User77777 your progress was not saved! Hence there is no record of your gold balance at King's servers and you are not going get thousands of gold bars from them because there is no way you can prove you ever had them. You should be happy with the way they gifted you 100 gold bars and gave you a new account starting at the level you asked for. That is a generous gift, given that you did not save your account the way that is recommended. In future keep your account saved and don't let any children play with your phone. Candy Crush is only for people aged 13 years and older.

User77777

Hi! Thank you for level 1650, but the game still feels completely empty and broken on my phone. The app shows a wrong password error when I try to log in, my old "onion" avatar is gone, my friend list is completely missing, and level 1650 feels way too easy for me. Now I am 100% sure that my actual progress was around Level 2000. Could you please manually restore my map to Level 2000 instead, and help fix my profile sync? Thank you!

User77777

Hi! Thank you, I can confirm that my map is now on Level 1650. However, I only received 100 Gold Bars as a gift, but my actual balance before the reset was in the thousands! I have been collecting thousands of Gold Bars for a very long time. Could you please escalate this to Player Support so they can check my account history and restore my real Gold Bars balance? Thank you!

User77777

QueenB

Done @User77777 😉

Please confirm that you're on level 1650 🙏

User77777

Hi! Thank you for your patience. Based on all the special events I had active (like Candy Cup football and Candy Teams with keys), I would feel most comfortable being restored to Level 1650. Please restore my progress manually to Level 1650. Thank you so much!

nazaningh

برا منم همش برمیگرده به مرحله ی اول نمیدونم چرا

QueenB

Thanks for getting back to me @User77777

I understand why you’re asking, but if the game was not connected to a Facebook or King account, we usually can’t check the old progress from our side just by looking at the new Player ID.

Guest account progress is stored locally on the device, which is why connecting the game to a Facebook or King account is so important. That way, your progress is safely backed up.

There is one thing that may help: do you still have access to your old Player ID from before the reset? Even if the game was not connected to an account, the game would still have had a Player ID. If you happen to have a screenshot or note of that old ID, please share it here.

If you don’t have the old Player ID, no worries. Since you’re sure you were above Level 1000, we can still ask Player Support to restore your level progress manually. In that case, please let us know which level you would feel comfortable being restored to, for example Level 1000 or another level above that.

Once you confirm, I’ll ask Player Support to help get you back on track.

User77777

Hi! To be honest, I cannot remember the exact level number. But I am 100% sure it was above Level 1000. Could you please check my Player ID in your database? It should show my exact progress there. Thank you so much for your help!

QueenB

Hi @User77777 and welcome to the Community!

Sorry to hear this happened.

Since you now have your Player ID, we can ask Player Support to help restore your level progress.

You mentioned that you were above Level 1000. Do you remember roughly which level you were on? If you’re not sure, please let us know which level you’d feel comfortable being restored to.

Once you confirm that, I’ll reach out to Player Support and ask them to help get you back on track as soon as possible 😉