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Candy Crush Saga

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Game stil reverting to lower levels ( 3rd time I have posted this)

My game is still going back or forward to different levels. I posted last week or before about this and someone answered me but when I did what they said t do and the game is still not working right I posted a screen capture they asked for and no one ever replied. The post is now marked as answered.. No it was not answered. But here is the screen cap for today when the level went back to level 1 again. I do lose a play every time I have to reload the game and start over.

Screenshot 2025-11-10 140851.png

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My game is still messing up. I finally got past that awful level and now two levels later it is going to different games saying it is the same level like before.. And now I am stuck on this level for days. I mean I don't even get close to getting past it. Something is not right and I don't think it is right I am losing lives tat others give me.

No, the windows version is now doing it as well. So it s not just the browser version. I finally had to buy some gold bars to get past 12 616. And yes I have tried on a laptop I have and it will work for awhile then goes back to acting up. Oh I forgot to mention that when it does this I lose all my lives that I had saved up that other players have gifted me.Its like it starts all over even when it finally goes to the right level. It will go through all the different things that that level has in it even if I have played it a hundred times. Thank you for your help but I honestly am at loss..lol

https://community.king.com/en/candy-crush-saga/discussion/comment/3438197#Comment_3438197

Thanks for getting back to us 🙏

I know how frustrating this must feel, especially when you just want to sit down and enjoy the game without all the extra headache.

The good news is that the game does seem to run properly for you on both the Windows app and your Android device, which means your progress is safe and the level you’re on is correct.

The issue really seems to be isolated to the Facebook browser version and unfortunately that’s the trickiest one, because it depends heavily on browser cache, cookies, saved data and Facebook’s own systems. These “stuck on the wrong level” problems are rare and usually very specific to the device/browser setup.

There is a new update rolling out today, so it would be great if you could check the Facebook version again tomorrow to see if anything improves. In the meantime, I definitely recommend continuing on the Windows app or your Android device, since those versions are working smoothly for you.

And just to be sure, are you still stuck on level 12616 when you play through the app, or has anything changed there?

If you ever have access to another computer, even just to test, it would also be interesting to see if the Facebook version behaves differently there. It would help confirm whether the issue is tied to the specific setup on your current PC.

I know this hasn’t been an easy ride, but thank you for your patience. I’m here with you and will keep trying to help however I can 🍬

@QueenB Well I have been paying the windows version and it just went to the old level game of 12616, yes I am still stuck on that level and like I said before even when I play the right level of it I can't even get the little dragon things ], I might get one to go down but I have played it maybe 100 or more times and I do not even come close. I honestly think something is bad wrong with my download. I even redownloaded chrome, it seems iek it is getting worse so I think I wil lhave to stop playing the game as it is really frustrating me and I am elderly and do not need this frustration. Thin I have been playing since 2013 so a long time.. but enough is enough.

I already have that windows version and I don't have problems with it when I use it. I also have the android candy crush and it works fine too. I just like the fact the Facebook version does sync with my android

https://community.king.com/en/candy-crush-saga/discussion/comment/3437766#Comment_3437766

Hi @debs0630 , thank you so much for trying all those steps and for sticking with us through this.

At this point it definitely looks like a corner-case issue connected to the browser version on Facebook. Since your game is showing different level layouts on reload and sometimes even jumping back to level 1, I’d really like to get this looked at more closely.

In the meantime, there’s something else you can try that usually gives a much more stable experience:
👉 Download the Windows app version of Candy Crush Saga from the Microsoft Store, log in with your Facebook account, and try playing from there.
Your progress will sync automatically, and hopefully you won’t experience these strange level mismatches or resets in the app. Note that boosters and lives do not get synced!

Browser gameplay can sometimes behave unpredictably depending on cache, cookies, updates, and how Facebook loads the game, but the Windows app tends to be far more stable.

I'm going to reach out to the support team to see if they have additional insight into what might be happening here.

Thanks again for your patience, we’ll do our best to get to the bottom of this with you 😉

My name is Christine.

I am a player. This community is for players to try and help other players. I am sorry if I stepped in but I was honestly trying to help.

Sometimes I find that if players add to their existing threads which already had an answer from a moderator these additional posts will get missed by the system, and then those threads tend to disappear from view.

I try to read all the new posts and part of the purpose of my response was to keep this thread active so that it would catch the eye of a technical expert.

I am glad that the Community Manager spotted it.

No I was not reading all your posts, especially the ones that PummyRaj had responded to I did not read. I was only responding to this one post in this subthread.

I was answering your comment about the youTube video because I was trying to help: This is a support forum for players to help other players. This forum is meant to function in this way. I will remember in future to not respond to any post by you so not to upset you further.

OK so I went to incognito in Chrome and 1st it loaded level 1, and it showed level 1. Then it loaded the old 12616 as you can see in the first picture, I played lost and then it loaded the right level 12616 ( second picture)game which is impossible to win for me. I can't barely get any of the little dinos so I am about to just call it quits. It seems the more I complain the worse it gets.

Well, that didn't take long to find out. I used the Microsoft Edge browser and first thing that popped up was level one. I will try incognito on chrome

I have done all the clearing the cache and checking my updates. I even reloaded the chrome. It still does it. I will try to use another browser for awhile and see if that helps. But honestly I have been playing Candy Crush for years and I have had this same computer for about three years and used the same chrome and never had this happen til a few months ago. But I will try the different browser ad also the incognito. It is just so frustrating to lose your lives when it happens🤨

https://community.king.com/en/candy-crush-saga/discussion/comment/3437389#Comment_3437389

Hi @debs0630 , thanks for your patience! I’ve been following the thread and wanted to jump in.

What you’re describing is not a progression issue. You are on the correct level on your map.
The real issue is that the wrong game board loads when you click Play.. sometimes it loads Level 1, sometimes another random board, sometimes even an outdated version of the correct level.

This is a known issue that only happens on Facebook in a desktop browser.
The game map syncs correctly, but the browser sometimes loads the wrong level data.

I wanted to ask you to try a few quick steps:

Clear your Chrome cache and then reopen the game.
Try opening the game in a different browser (Edge, Firefox, or Safari if you have it).
This helps us see if the issue is specific to Chrome.
Make sure Chrome is fully up to date.
If you can, try opening the game in Chrome Incognito mode as this skips extensions and cached data.

These steps won’t fix everything, but they’re important for us to understand where the problem comes from, and whether it’s a Facebook browser issue or something deeper.

Once you’ve tried those, please let me know what happened, especially whether the wrong level still loads in another browser or after clearing cache. That info will help us get this into the right hands.

Please go read my post from the other day. Some person answered but did not fully read or understand my problem so I would like a moderator to read it and see if they can help. I am stuck on the same level for days and do not even get close to getting past it but it keeps jumping around to other levels so something is wrong. I have been playing this game for 12 years and I am starting to think this is the end of it.

Uh did you read all my problems? Yes it does match my original complaint. I keep getting levels that are not the one I am supposed to be on. Its usually the first level but sometimes it goes to levels past what I am on. The other day it said it was the level I was on but it was not the same game and hen I did a search for the level I was on this old game came up and it was the one I had been given to play. I was playing the old level so it is the same problem I have been having.. Are you a moderator? If not why are you answering my problem?

The YouTube videos don't match the levels we play any more because King moved all the levels around. So if you search by level number you see a different video. This affects all players so is not related to your original post or problem @debs0630

My game is still going to different levels!!!!! Help!

Still having problems with the game. Third time posting

Ok SO I just started playing and am on Level 12616

But when I first started playing it said 12616 but it was a totally different game. I did a search for help and this is the game that showed,

The screenshot is not from the one I was playing but from a youtube video of someone else's, but it was the game that showed up as the same level as 12616. So why am I getting two different games for the same level? And the game is still going to different levels at times.

It is still going to the wrong levels.. I guess you cannot fix it..

When it happens it shows the game board at the level I am supposed to be at ( not the level it ends up taking me to) but, when I click the level I am on it opens level 1 or whatever level it chooses. It then opens level one or what level it went to. Like I said before. sometimes it goes to the next level or maybe two levels up. I lose the one live but sometime I also lose all the lives I had saved up. Its like it started over. Then if I reload it will go back to the level I am supposed to be on but if I lost my lives they stay lost. When it goes up levels and I play them I always lose and it will go back to the right level after I lose.

Hi Deb🤗 Thank you for replying back!

Yes, that's what I wanted to see! Thank you very much for the screenshot and also explaining what you meant by "reloading"🙏

When does the game take you to level # 1? When that happens, does level # 1 automatically start/opens the game board(without you pressing to play it)?

When you are moved to level # 1 next time, I need to see that map screenshot as well please!

Once again, Thank you for your patience! I will talk to you tomorrow (it is midnight for me)🍫🍬🍫

I am playing the game on a computer. I am using the Chrome browser. When I say reload the game I hit the reload the page on the browser to reload the page or restart the game. When it reloads it goes back to the level I am on. Here is a screenshot of my map ( I guess this is what you want.)

Hello @debs0630🤗 A Warm Welcome back to the King Community!

First of all, Thank you for being patient and re-reporting the issue🙏

From your screenshot, I understand that you are playing the game on Facebook on a laptop! Can you please tell me which browser you are using to play the game? Is that the browser you always use?

With regards to "reloading" your game - I am sorry to say that I did not understand it correctly! Can you please explain a bit more for me? Also, it would greatly help me if you can post a screenshot of your game map please!

And about your previous question, let me look for that! The Community is going through some modifications! Hence, we are not receiving all the notifications like we used to! Hence, please bear with us with delayed responses🤦‍♀️🙏

Welcome! 👋

New here? Sign in or create an account to join the fun.

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Hello @debs0630🤗 A Warm Welcome back to the King Community!

First of all, Thank you for being patient and re-reporting the issue🙏

From your screenshot, I understand that you are playing the game on Facebook on a laptop! Can you please tell me which browser you are using to play the game? Is that the browser you always use?

With regards to "reloading" your game - I am sorry to say that I did not understand it correctly! Can you please explain a bit more for me? Also, it would greatly help me if you can post a screenshot of your game map please!

And about your previous question, let me look for that! The Community is going through some modifications! Hence, we are not receiving all the notifications like we used to! Hence, please bear with us with delayed responses🤦‍♀️🙏

I am playing the game on a computer. I am using the Chrome browser. When I say reload the game I hit the reload the page on the browser to reload the page or restart the game. When it reloads it goes back to the level I am on. Here is a screenshot of my map ( I guess this is what you want.)

Hi Deb🤗 Thank you for replying back!

Yes, that's what I wanted to see! Thank you very much for the screenshot and also explaining what you meant by "reloading"🙏

When does the game take you to level # 1? When that happens, does level # 1 automatically start/opens the game board(without you pressing to play it)?

When you are moved to level # 1 next time, I need to see that map screenshot as well please!

Once again, Thank you for your patience! I will talk to you tomorrow (it is midnight for me)🍫🍬🍫

When it happens it shows the game board at the level I am supposed to be at ( not the level it ends up taking me to) but, when I click the level I am on it opens level 1 or whatever level it chooses. It then opens level one or what level it went to. Like I said before. sometimes it goes to the next level or maybe two levels up. I lose the one live but sometime I also lose all the lives I had saved up. Its like it started over. Then if I reload it will go back to the level I am supposed to be on but if I lost my lives they stay lost. When it goes up levels and I play them I always lose and it will go back to the right level after I lose.

It is still going to the wrong levels.. I guess you cannot fix it..

Still having problems with the game. Third time posting

Ok SO I just started playing and am on Level 12616

But when I first started playing it said 12616 but it was a totally different game. I did a search for help and this is the game that showed,

The screenshot is not from the one I was playing but from a youtube video of someone else's, but it was the game that showed up as the same level as 12616. So why am I getting two different games for the same level? And the game is still going to different levels at times.

My game is still going to different levels!!!!! Help!

The YouTube videos don't match the levels we play any more because King moved all the levels around. So if you search by level number you see a different video. This affects all players so is not related to your original post or problem @debs0630

Uh did you read all my problems? Yes it does match my original complaint. I keep getting levels that are not the one I am supposed to be on. Its usually the first level but sometimes it goes to levels past what I am on. The other day it said it was the level I was on but it was not the same game and hen I did a search for the level I was on this old game came up and it was the one I had been given to play. I was playing the old level so it is the same problem I have been having.. Are you a moderator? If not why are you answering my problem?

Please go read my post from the other day. Some person answered but did not fully read or understand my problem so I would like a moderator to read it and see if they can help. I am stuck on the same level for days and do not even get close to getting past it but it keeps jumping around to other levels so something is wrong. I have been playing this game for 12 years and I am starting to think this is the end of it.

https://community.king.com/en/candy-crush-saga/discussion/comment/3437389#Comment_3437389

Hi @debs0630 , thanks for your patience! I’ve been following the thread and wanted to jump in.

What you’re describing is not a progression issue. You are on the correct level on your map.
The real issue is that the wrong game board loads when you click Play.. sometimes it loads Level 1, sometimes another random board, sometimes even an outdated version of the correct level.

This is a known issue that only happens on Facebook in a desktop browser.
The game map syncs correctly, but the browser sometimes loads the wrong level data.

I wanted to ask you to try a few quick steps:

Clear your Chrome cache and then reopen the game.
Try opening the game in a different browser (Edge, Firefox, or Safari if you have it).
This helps us see if the issue is specific to Chrome.
Make sure Chrome is fully up to date.
If you can, try opening the game in Chrome Incognito mode as this skips extensions and cached data.

These steps won’t fix everything, but they’re important for us to understand where the problem comes from, and whether it’s a Facebook browser issue or something deeper.

Once you’ve tried those, please let me know what happened, especially whether the wrong level still loads in another browser or after clearing cache. That info will help us get this into the right hands.

I have done all the clearing the cache and checking my updates. I even reloaded the chrome. It still does it. I will try to use another browser for awhile and see if that helps. But honestly I have been playing Candy Crush for years and I have had this same computer for about three years and used the same chrome and never had this happen til a few months ago. But I will try the different browser ad also the incognito. It is just so frustrating to lose your lives when it happens🤨

Well, that didn't take long to find out. I used the Microsoft Edge browser and first thing that popped up was level one. I will try incognito on chrome

OK so I went to incognito in Chrome and 1st it loaded level 1, and it showed level 1. Then it loaded the old 12616 as you can see in the first picture, I played lost and then it loaded the right level 12616 ( second picture)game which is impossible to win for me. I can't barely get any of the little dinos so I am about to just call it quits. It seems the more I complain the worse it gets.

No I was not reading all your posts, especially the ones that PummyRaj had responded to I did not read. I was only responding to this one post in this subthread.

I was answering your comment about the youTube video because I was trying to help: This is a support forum for players to help other players. This forum is meant to function in this way. I will remember in future to not respond to any post by you so not to upset you further.

My name is Christine.

I am a player. This community is for players to try and help other players. I am sorry if I stepped in but I was honestly trying to help.

Sometimes I find that if players add to their existing threads which already had an answer from a moderator these additional posts will get missed by the system, and then those threads tend to disappear from view.

I try to read all the new posts and part of the purpose of my response was to keep this thread active so that it would catch the eye of a technical expert.

I am glad that the Community Manager spotted it.

https://community.king.com/en/candy-crush-saga/discussion/comment/3437766#Comment_3437766

Hi @debs0630 , thank you so much for trying all those steps and for sticking with us through this.

At this point it definitely looks like a corner-case issue connected to the browser version on Facebook. Since your game is showing different level layouts on reload and sometimes even jumping back to level 1, I’d really like to get this looked at more closely.

In the meantime, there’s something else you can try that usually gives a much more stable experience:
👉 Download the Windows app version of Candy Crush Saga from the Microsoft Store, log in with your Facebook account, and try playing from there.
Your progress will sync automatically, and hopefully you won’t experience these strange level mismatches or resets in the app. Note that boosters and lives do not get synced!

Browser gameplay can sometimes behave unpredictably depending on cache, cookies, updates, and how Facebook loads the game, but the Windows app tends to be far more stable.

I'm going to reach out to the support team to see if they have additional insight into what might be happening here.

Thanks again for your patience, we’ll do our best to get to the bottom of this with you 😉

I already have that windows version and I don't have problems with it when I use it. I also have the android candy crush and it works fine too. I just like the fact the Facebook version does sync with my android

@QueenB Well I have been paying the windows version and it just went to the old level game of 12616, yes I am still stuck on that level and like I said before even when I play the right level of it I can't even get the little dragon things ], I might get one to go down but I have played it maybe 100 or more times and I do not even come close. I honestly think something is bad wrong with my download. I even redownloaded chrome, it seems iek it is getting worse so I think I wil lhave to stop playing the game as it is really frustrating me and I am elderly and do not need this frustration. Thin I have been playing since 2013 so a long time.. but enough is enough.

https://community.king.com/en/candy-crush-saga/discussion/comment/3438197#Comment_3438197

Thanks for getting back to us 🙏

I know how frustrating this must feel, especially when you just want to sit down and enjoy the game without all the extra headache.

The good news is that the game does seem to run properly for you on both the Windows app and your Android device, which means your progress is safe and the level you’re on is correct.

The issue really seems to be isolated to the Facebook browser version and unfortunately that’s the trickiest one, because it depends heavily on browser cache, cookies, saved data and Facebook’s own systems. These “stuck on the wrong level” problems are rare and usually very specific to the device/browser setup.

There is a new update rolling out today, so it would be great if you could check the Facebook version again tomorrow to see if anything improves. In the meantime, I definitely recommend continuing on the Windows app or your Android device, since those versions are working smoothly for you.

And just to be sure, are you still stuck on level 12616 when you play through the app, or has anything changed there?

If you ever have access to another computer, even just to test, it would also be interesting to see if the Facebook version behaves differently there. It would help confirm whether the issue is tied to the specific setup on your current PC.

I know this hasn’t been an easy ride, but thank you for your patience. I’m here with you and will keep trying to help however I can 🍬

No, the windows version is now doing it as well. So it s not just the browser version. I finally had to buy some gold bars to get past 12 616. And yes I have tried on a laptop I have and it will work for awhile then goes back to acting up. Oh I forgot to mention that when it does this I lose all my lives that I had saved up that other players have gifted me.Its like it starts all over even when it finally goes to the right level. It will go through all the different things that that level has in it even if I have played it a hundred times. Thank you for your help but I honestly am at loss..lol

My game is still messing up. I finally got past that awful level and now two levels later it is going to different games saying it is the same level like before.. And now I am stuck on this level for days. I mean I don't even get close to getting past it. Something is not right and I don't think it is right I am losing lives tat others give me.

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