App getting offline frequently

Question

Hi,

I changed my smartphone some weeks ago and had to reinstall Candy Crush. When I start the game, it works fine, but after a while it says that its not connected to internet and I can't see ads or use rewards anymore.

All I can do is kill and restart the app, and it's connected again.

When this happens, my phone is always connected to wifi or data, and every other apps are connected and working fine, the issue is just with the candy crush app and the way it manages connection or sessions.

I've never encountered this issue with my previous phones.

I'm on Android 16.

kiara_wael · Answer

Hi and Welcome to the Community

Thank you for the feedback. it usually means the game isn’t able to fully connect to the  service, even if the rest of the game loads.A few things to try, if you haven’t already:

• Close the game completely and reopen it

• Restart your device

• Switch between Wi-Fi and mobile data, if possible

• Make sure your game app is fully up to date

If this happens again, please contact Player Support directly from the game as soon as possible, so they can check your account and game details:

Settings cogwheel → Account & Help → Help Center → choose a topic → scroll down → Contact Us