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can't access the candy crush store

Answers

  • kiara_waelkiara_wael Posts: 65,996 Candy Moderator

    Hi and Welcome to our Community

    Slow internet, Game not connected, or some other reason, you may face such problems. You can check out some troubleshooting below.

    Reset/Clear cache data from App Store - Check app update - Log out game - Restart Device - Open game and Log in.

    If the problem remains the same, you need to follow the steps below.

    You will find complete information HERE and of course tell your Game ID there.

    Thank you.

  • Hey! Would you like to give us your opinion?

  • wykoonwykoon Posts: 8,819 Community Hub Moderator
    edited November 2020

    Hello @Kabika and good day to you.

    Based on the screenshot that you've shared, it seems like the game is not loading properly. This may be due to CCS not properly connected to the game server.

    Thus, click on your profile that brings you to CCS home page, then disconnect from Wifi/internet, pause for while, then reconnect back. Wait for all the background finished loading before clicking on the "play" button.

    Once you're in the game, click on the shop and see if it helps. Please let me know the outcome and if you need help with other CCS issue.

    Thank you and happy gaming! 😊

  • bearwithmebearwithme Posts: 11,786 Candy Moderator

    Hello @Kabika and a very warm welcome to our wonderful King Community! Hopefully the information provided above has helped you get your game back on line so you can access the store.

    The King games appear to be sensitive to a strong and steady internet signal so if there is a temporary drop or interruption in the internet signal, the game will automatically think you are playing off line and when you play off line (or in 'airplane' mode) there are several functions of that game you can't access including the store.

    I noticed you are new to the community so here is a guide to help you as you explore the various areas. There are a lot of fun things to do here in the community including participating in various contests where you can have the chance to win free gold bars or boosters and/or badges.

    There currently is a fun Halloween contest that is happening across the community and you can find out more about it HERE. If you participate you have the chance to get some cute badges as well as maybe even some gold bars. Just make sure you check it out soon, because it ends on Friday.😊

  • KabikaKabika Posts: 3 Newbie

    I have a Samsung android phone. I play regularly under internet connection. Even when I am connected to the internet the store is never displayed.

  • bearwithmebearwithme Posts: 11,786 Candy Moderator

    Hello @Kabika - did you try the suggestions above? There have been times when I could do many other things on the internet on my device, but a King game still thought I was playing off line. Clearing your cache (making sure you have the latest version of the game), and then exiting the app and turning your device off for at least 10 seconds before turning it back on can sometimes resolve the issue you are having.

    However if the problem persists, you may have a bigger issue with your game and usually the only thing that resolves it is by de-installing and re-installing the game. However: if you do that you will lose any saved boosters and lives, because those items are saved to the device you are playing on and not in the King servers. So only do this as a last resort.

  • KabikaKabika Posts: 3 Newbie

    Good evening.

    I tried all of your suggestions but it didn't solve my problem.

    The store is still not displayed.

    Thank you to @kiara_wael, @wykoon and @bearwithme for the help.

  • bearwithmebearwithme Posts: 11,786 Candy Moderator

    Hello @Kabika - I’m sorry nothing helped. Just out of curiosity- did you try de-installing the game and re-installing it?

  • aijaziqbalaijaziqbal Posts: 8,539 Candy Moderator

    Hi and welcome to the community.

    Very sorry about this connection issue. Unfortunately this is a very complex issue and mostly only Reinstallation is helpful in this case. As you have all above steps so you may uninstall and reinstall the app but please keep in mind that you will lose your stored boosters and lives if you do so and that can not be recovered unless purchased but your progress and goldbars will be saved.

    Thanks.

  • wykoonwykoon Posts: 8,819 Community Hub Moderator

    Hello @Kabika and thanks for the update and is unfortunate that none of the suggestions help...

    Maybe just wait for few days cos such issue may be intermittent. If you have a lot of boosters in your inventory, reinstalling will reset it to zero. Just take note 😊

    Thank you...🙏🏻

  • Crazy Cat LadCrazy Cat Lad Posts: 11,933 Community Manager

    Hi @Kabika and welcome to our Community!

    Please email Player Support directly from the game so they can take a closer look at this issue.

    Go to the Settings in the game and then Help Center, choose a topic and tap Contact us in the bottom of the page.

  • blertavatovciblertavatovci Posts: 3 Newbie

    I can't access to the candy crush store! My User ID is: 1177117781

  • Freddy_Freddy_ Posts: 68,478 Crushing Legend

    @blertavatovci Hi and welcome

    The game studio are investigating the connection issue,

    Personally i think you may need to reinstall the app as this is a long standing issue, but if its a mobile device you will LOSE any stored BOOSTERS and LIVES

    You could contact support first to see if they can help with you issue, but fear you ,may get the same reply

    Thank you

  • Sukanta_BiswasSukanta_Biswas Posts: 22,529 Candy Moderator

    Welcome to the King Community.

    The problem has already been reported to the studio and Game Studio is investigating the cause of the problem.

    We hope we get good news very soon.

    Thank you!

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