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Help our Candy Crush accounts have merged
Good morning,
My husband is playing Candy crush on a tablet via the home internet network, he was at level 3897.
I play on my phone via my mobile network, never on wifi, I was at level 3396.
Our 2 devices are not synchronized.
3 weeks ago I changed the email address of my candy crush account and since then our accounts have merged.
I changed and changed my email address (always different), nothing helped, we still have the same merger problem.
When I change my name + profile photo on my account, it also changes on the other.
When I spin the booster wheel on one account, it also spins it on the other account…. As if we had the same account. However, our email addresses are different.
Now we are both at level 3940, yet my husband since this bug no longer plays it.
Thank you for your help.
Answers
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Hi and Welcome to the King Community
Thanks for the feedback. Please email or Player Support from the game's Settings and Help Center so they can check up what happened in your game.
You can also email them from here:
Contact us
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Welcome back to the King Community 🥰
From your statement it is clear that your and your husband's game has merged. As both the accounts are merged, it is not possible to re-separate the two accounts.
Currently as a solution, reinstall the game from your phone then you connect the game with a new Facebook or Kingdom account. To do this your game will start from the beginning i.e. level 1 and then you can manually restore the game progress by contacting player support.
Go to Game start menu - Game Setting ⚙- Help Centre ❓- My Game Progress - Choose a Tropic - Contact us and send them an email.
Moreover, you can directly contact our player support by following the link below.
Please remember to choose 'I lost my progress' as the subtopic and also mention what level you were on so Player Support can restore the game right away.
Thank you.
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Good morning, Thank you for your valuable advice. If I understand correctly, I must: - Uninstall Candy Cruch from my tablet. - Create a new account with a different email address + a name + a different profile photo? - I have a new account at level 1 and I contact the help support? How will they know it's me? Thank you for your reply and I wish you a good day.
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Hello @syonx🤗 Hearty Welcome to our sweet King Community!
I am sorry to hear about the issue in your game and with your accounts!!
I would not recommend you to delete your game. First, contact King's Player Support team, after talking to them, if they recommend, then delete your account. Until then, do not reinstall your game.
Luckily, you can write to them in your own language and do not have to translate😉 --> https://soporto.king.com/contact
While filling the form, select - "Lost Progress or items" at the "Topic"; and at Subtopic - select "I lost my progress"; and then, fill out all other details and submit the form.
NOTE: It would be better if your husband files this complaint, as his game is the one that has lost about 500 levels progress!! Once his account is fixed, your account will be fixed too🙂
Please post back and let us know if you have any questions or need further assistance 🍫🍫
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NOTE: It would be better if your husband files this complaint, as his game is the one that has lost about 500 levels progress!! Once his account is fixed, your account will be fixed too
Answer for Pummy raj on my husband's level: My husband didn't lose 500 levels, I caught up with him. Before the bug I was at level 3396. After the bug I was at level 3925, like my husband. When I won a game, I didn't go up a level, but a series (that is 14 levels at once!!!). Once I got to his level, I advance normally and so does he, yet since the bug, he no longer plays….
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Got it @syonx! Thank you for the explanation🙏
In your above comment where you said "you contacted Support service at least 20 times, and they sent you to Community", is it an automated email that you have received with few tips about "how to fix the issue"?
Can you take a screenshot of it and post it here please (without your email address visible).
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Hello again @syonx🙋♀️
Just wondering... did you contact the Player Support team within past few days - between last Wednesday till today?
There was an issue with the Player Support and they could not reply back as they usually do. Because of that reason, all we were receiving was a simple automated response to contact the Community! I am thinking that's what happened to you when you sent your complaint!!
