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Known issue: Candy Crush Saga progress may not be showing correctly

QueenB

Update: The issue should be fixed so if you could close the game app and open it again, you should be back to your current level?

Hi everyone,

We’re aware of an issue currently affecting Candy Crush Saga, where some players may not be able to access their game progress or may see their progress showing incorrectly.

The team is already investigating and working to get things back to normal as soon as possible.

For now, please do not reinstall the game app. Reinstalling may remove saved items from your device, such as stored boosters, and it will not help fix this issue.

Please wait and keep an eye on this thread. We’ll share an update here as soon as we have more information or once the issue has been fixed.

Thank you for your patience while the team works on this 🙏

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All comments

felpa

II have not been able to play for at least the past 3 days. As soon as I enter the game it immediately goes to the race page where you are unable to get out of it. Unable to remove the streak race from my game and truly am getting extremely frustrated. Sent a help ticket in before and did everything they recommend doing - no help at all.

ShamshadAhmad

MainMain 9000 level Khel chuka hun

Clairetyuk

Are bonuses and power ups going to be replaced? 20 gold bars, 20 minutes of cone benefits and 20 minutes of other benefits lost with this outage. Any help would be appreciated.

Clairetyuk

My hubby is the exact same, back to his level but all his gold bars have gone and all the power ups he had as well. All bought and paid for.

zuzikeb

hi I got the same issue, I am already logged in but all my bonuses are gone. Is it possible to het them back?

zuzikeb

hi, I had some issues with loggin in today (level 1 etc.) and when I finally managed to log in I found out that all the bonuses (won and bought) are gone. Is there possibility to get them back?

QueenB

Hi @1635002051

Sorry this happened, especially while you were on a win streak in Candy Royale.

When you leave the game to take a call or use another app, the game may sometimes restart when you come back. This can happen if the device needs to free up memory, if there are several apps running in the background, or if the game was not kept active while you were away.

Candy Royale progress needs the game session to stay active, so if the game closes or restarts, the current streak may unfortunately be lost.

To help reduce the chance of this happening, you can try closing other apps before playing, making sure your device has enough free space, and keeping the game updated.

QueenB

Hi @Kayla_clark11

We had an issue earlier today that affected Candy Crush Saga and meant some players could not access their game progress correctly.

This should now be fixed. Could you please close the game app, restart your device, and then open the game again?

Please do not reinstall the game app.

Once you’ve restarted, could you let us know if your progress is showing correctly again?

QueenB

Glad to hear you got your progress back @zuzikeb

About the bonuses, did you reinstall the game app?

QueenB

@Vk26 can you close the game app and open it again? The studio has confirmed that this issue should be fixed so maybe it just needs some more time to connect to our serve again.

1635002051

and money 🥲

Vk26

UnUnfortunately I did start playing from level 1. What should I do now?

QueenB

Excellent news @snuggils1, thanks for letting us know 🤗

Vk26

Well this problem happened to my account too. Unfortunately I didn’t have any king account and I dont have access to facebook. When I wanna use my email, an error occurs that I don’t have access to internet but I do! I read your text right now and unfortunately I started the game agagain and Im on lelevel 28. How can I thake my preprevious level back ?

King_admin

This discussion was created from comments split from: Known issue: Candy Crush Saga progress may not be showing correctly.

QueenB

Just saw your comment @Just_Shaz 😁 See my reply above ☺️

QueenB

Hi @Chic_kie101

Sorry to hear your game is showing you back at Level 1. I understand that must be worrying, especially when you were so far in the game.

We’re currently looking into an issue that may be affecting the game today, including how progress is showing for some players.

For now, please do not reinstall the game app or start playing from Level 1. It’s best to leave the game as it is and check back later while the team investigates.

We’ll share any updates here in the Community as soon as we know more.

Thanks for your patience while this is being checked.

Just_Shaz

Mine did too

Chic_kie101

What happened to Candy Crush? I was almost at Lv.18000,but out of nowhere my game reset back to Lv.1.I spent so much time getting that far.🥲

Just_Shaz

Me too ! Has anyone been able to fix

Just_Shaz

Omg me too and now cannot log back in

Just_Shaz

Omg I was on level 16000 approx and my candy crush reset im devastated how do I get it back

snuggils1

it has gone back to normal now i am back to my level over 11000

zuzikeb

i just managed to log in and I am at right level I think, but all the bonuses I had are gone - how to procede please?

eveharper

same thing just happened to me. And even if I pass level one and exit out I get put back to level 1

eveharper

I have had the same thing happen! Did you get any help? They are so bad at getting back to you with any help. Even if I pass a level like level 1 if I exit out I go back to level 1

zuzikeb

Hi, I started Candy crush today and it was level 1 at the start. I tried resterting mobile and game and it didnt help.

So I tried to reinstall Candy Crush but now it wont let me log in with my facebook account - it is saying that I dont have acces to internet wich I have.

How can I fix this issue? Thanks?

jaggedraven

Mine too!