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Changed my phone - level not restored - please help !!!
juliette_cousin
Posts: 6
Level 2
in Support
Hi all,
I changed my phone and my progress cannot be restored via my King Account.
I'm using King account, I'm not connected to Facebook (app not installed), I'm not using Apple Game Center.
My account is logged with level 4044.
When I'm going to Settings - My Profile, it is writen "Sauvegarde du jeu en cours" (I'm french - meaning "Save in progress"). It's not writen "Save done" or something like that.
If I unlog --> I'm going back to level 1. If I log back, I'm back to level 4044 thanks (I think) to local iPhone save.
If I log with my account on my new iPhone, it goes to level 11 instead of level 4044.
I checked several tips on internet or on the community but cannot go through this malfunction.
I followed steps on this article without success: https://community.king.com/en/candy-crush-saga/discussion/293795/game-not-syncing-on-different-devices
Could you please help restoring right level to the account to be able to use game on my new phone only (will be deleted from my old one).
Please find phone screens below: my King account login is the same than the one on this community Website.
Best regards and Happy New Year.
Juliette
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Best Answers
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Thank you for submitting your Screenshot and your games progress has been corrupted according to your screenshot. In this case our CM can reset your game progress and for that you need to let us know your Game ID and what level you were at.
Moreover you can get the solution by contacting our player support.
Go to the game's Start Menu, then Settings - Help Center - Game didn't save - Contact us and send them an email.
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2
Answers
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@juliette_cousin Hi and welcome, can you check level 11 on your new iphone and see if this has stars on it, as if not you will need to replay and then should sort your map out.
If this does not work see below on help getting your levels restored
Thank you
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Hi Freddy_Falkner,
Thanks for your answer.
Level 11 has stars on it (screenshot below).
About the other tips you gave me, I already followed them before opening my topic:
- not using Facebook account
- using my email address - account is new because I created it to sync my new phone
- nobody used my phone with another account
- It looks like my old phone is not saving the game, it is stuck with "save in progess" (see screenshot below) and game is not writing "game save has been done" or whatever.
I do understand I have to contact player support...
What is the way to contact player support ? Is it via app or via this community ?.
Thanks again and sorry for my english!
Juliette
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@juliette_cousin Hi, can you check you game ID on your new and old device to make sure they match
Easiest way to contact support is from your device. just go to settings help center and then send them a message.
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Thanks again,
Game User Id are the same on both devices.
Best regards,
Juliette.
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Thank you for submitting your Screenshot and your games progress has been corrupted according to your screenshot. In this case our CM can reset your game progress and for that you need to let us know your Game ID and what level you were at.
Moreover you can get the solution by contacting our player support.
Go to the game's Start Menu, then Settings - Help Center - Game didn't save - Contact us and send them an email.
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Hi Sukanta_Biswas,
My User Id is 11825407005 (see screenshot below).
Current level is 4044.
Thanks for your help and for your update.
Regards,
Juliette.
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I will send your information to my team, but your issue will be resolved next Monday since our CM will be back next Monday.
Thanks in advance for your patience and support.😊
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So good, thanks a lot and I'm waiting for your team feedback.
Best regards and happy new year 😀
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2
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Thanks a lot for your action. Connection is now OK on my new phone with level 4044.
Let's play now :)
Juliette.
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