I have a new phone but can´t retrieve progress

Question

I wanted to log in, but the only option is through Facebook, but I have a new FB profile and don´t use this email anymore. When I try to log in with my email and password (I checked the Google pass manager and know it is correct), it states that there is no account associated with the email address :(  on the other side, I have many notifications on my Google Play for this email about purchased boosters from Candy Crush, so it definitely is the correct email.

Help me, I don´t know what to do, I have been playing since the beginning, and just passed level 10 000.

Edit: I have also sent a support request twice and only received AI response with FAQs, which do not help

PummyRaj · Answer

https://community.king.com/en/candy-crush-saga/discussion/comment/2912323#Comment_2912323

Hello again @Nerminaa🤗 Thank you for replying back!

I am very glad to know that an agent has contacted you and is working with you😍

Please stay with them and keep replying to their email no later than 24 hours!  As they might think that the issue is resolved and they might close the ticket.

With regards to the message about "email is not registered" -- there could be a glitch with the system, which is causing the error!  But, the important thing is that the Agent found your account and they are working with you.  Did you tell the agent about this issue?  If not, once the main issue is resolved, inform them about this bug and they should be able to help you with that too!

Hope everything goes well and the issues will be resolved soon🤞

Have a wonderful rest of the day🍫🍫

Nerminaa · Answer

https://community.king.com/en/candy-crush-saga/discussion/comment/2912312#Comment_2912312

Thank you for your warm welcome, happy to be here! The agent did contact me and so far no luck retrieving my account. I have a new FB profile with an email that I didn´t use for King, so every time I connect it with FB it starts from level 1. I even added my old email address to my FB profile and removed the new one, and still nothing. The biggest concern is, why does the app say that my email isn´t registered with King, when the agent tells me it is and they see all my progress...

PummyRaj · Answer

https://community.king.com/en/candy-crush-saga/discussion/comment/2912254#Comment_2912254

Hello @Nerminaa🤗 Hearty Welcome to our sweet King Community!

I am sorry to hear that you are having account log-in issues!!

In your opening post, you said you have already sent Support request, but received an AI response with FAQs.  That automated email is an acknowledgement from King, and those FAQ are usual troubleshooting steps that works for many complaints players send.  But, yes!  Issues with account logins, purchase issues, etc., need to be dealt by a real agent, and they will👍️

The usual wait is for (up to) 72 hours!  It may be less or more depending on the issues they have to assist with, as they are the only team and to look after all 12 King Saga games!  Hence, I request you to please be patient and not to lose hope.  You just have to be persistent and not give up!

If it has been 72 hours and nobody contacted you, please send a reply through one of the automated email you have received... you should see a specific note "reply above this line" just below to "subject"

Note:  Please follow up with only one email, and discard the other!  Otherwise, it will only confuse their system and hence, causes more delays!

Thank you for your patience!  If you have any further questions, please post back🍫🍫

Happy Holidays🎄🎉