Urgent: Level 5489 Glitch: Support bots keep closing my ticket

Question

Hello Community Managers,I am forced to post here because your standard website and app "Contact Us" email helpdesk is completely broken. Every time I send an explanation or reply with my details,  includingthe level and screen recordings of my issue, an automated bot loop immediately closes my tickets and sends me a customer satisfaction survey for an unresolved problem.

My game is completely stuck on Level 5489 in an infinite candy-falling cascade glitch loop. The board never settles after the first moving making it impossible to complete or even make a second move, forcing me to close the app. Because of this level layout bug, I am physically blocked from progressing and it has been going on for multiple days now. I've already tried restarting the app, restarting my device and clearing the cache.

This is actively ruining my weekly podium streak and my episode race streak. It has also lost my 1st place positionin the candy cup. My opponents are highly competitive and passing me, while I am frozen out of the game through no fault of my own. Can a real human administrator please review my profile, escalate Level 5489 to the QA engineering team, and manually credit my account with the missing rewards and streak items when the tournament resets?

My user Id is 12061683878

QueenB · Answer

Me again @Krys_Level5489Glitch

Can you please restart your game if you happen to have it open and see if the level has been changed? 🤔

QueenB · Answer

Thank you for flagging this to me @PummyRaj and I’m sorry you’ve experienced this @Krys_Level5489Glitch, thank you for taking the time to flag both issues.

I’ve reported the problem with Level 5489 to the game team and I’m currently waiting to hear back from them.

I’ve also shared your feedback about your recent Player Support contacts with the Support team. Someone from the team should be reaching out to you through your existing support contact soon.

Thanks again for providing the details and recordings. I’ll keep an eye on the level report from my side as well.

PummyRaj · Answer

Hello @Krys_Level5489Glitch🤗 Welcome to the King Community!

I am very sorry to hear that you are experiencing the cascades glitch in your game with level 5489!  I am also sorry to know that the glitch caused you to lose your streaks, placements in the Weekly Race & in the Candy Cup Tournament!🙁

My game is completely stuck on Level 5489 in an infinite candy-falling cascade glitch loop. The board never settles after the first moving making it impossible to complete or even make a second move, forcing me to close the app.

First of all, thank you for taking time and reporting the issue as well as your experience while reporting issue to the Player Support team through game App !🙏

Can you please provide few more details for me?

* Were you experiencing the cascades glitch even after closing the game App and reopening it?  
* Which device are you using?  And, which version of the App do you have right now?

Lately, few players are facing buggy levels and all these levels are being escalated to the Candy Studio team!  I will escalate level #5489 to our Community In-charge!

With regards your complaint through "Contact Us" button:

I have the experience of Chatbot closing chat, but not with receiving the survey email as soon as I sent my complaint!!  Let me ask our Game Experts team and see if they have any idea about this!

Just a heads-up:  At present, you are in Farm Heroes Saga area!  But, no worries and you do not have to do anything from your side!  I will request to move this thread to Candy Crush Saga forum!👍

Thank you for your patience and please bear with us while I take this complaint to our Community In-charge!🙏