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Trying to get some help

stephanie2024

I'm asking you @MountainMom ,because I know you're one of the Moderators. I have reached out to the Customer Care team(a lot!) but I get the exact same message back. I would send you a screenshot, but it looks like it's a site that is blocked from taking a screenshot? Anyway, after almost 4 weeks of not being able to move forward(I will only provide you with issues, if you need them) I was wondering if there's either someone else to reach out to, or can a player call a number and speak to some? I would appreciate any kind of response! Thanks!

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ArminVanBuuren

This game is a scam; everything is designed to make us pay, and some people have paid but haven't received their money. King.com are crooks.

ArminVanBuuren

This game is a scam; everything is designed to make us pay, and some people have paid but haven't received their money. King.com are crooks.

ArminVanBuuren

This game is a scam; everything is designed to make us pay, and some people have paid but haven't received their money. King.com are crooks.

stephanie2024

https://community.king.com/en/candy-crush-saga/discussion/comment/3569993#Comment_3569993

@christinewupp I understand that those gold bars are meant to use them, but the ONLY reason I have that many is because of a glitch that happened in my game, and I loss all my bars. The Customer Care team were able to fix the problem, and they retrieved my progress. Since there's other issues with my game, and I cannot play the game unless I were to use most of my bars, then until King can fix the issues, I won't be wasting gold bars, no matter if I have a million of them, on this ridiculous game! I have tagged the Moderators, and get the same message. Meaning, the issues are "out of their hands"! 🫤😕😠

christinewupp

https://community.king.com/en/candy-crush-saga/discussion/comment/3569901#Comment_3569901

Candy Crush is a gold budgeting game. Use your gold bars!

This gold total at this level range should enable any good player to build on their gold reserves, so you can carry on playing and enjoy the game. Follow some simple rules I outlined below. If you do find you spend more gold than you gain over the next three episodes then come back here for some more tips.

Follow these rules:

Use 10 gold bars maximum per level. If you can't pass with the moves offered for 10 gold replay until the game offers you enough moves for 10 gold.
Use boosters wisely. Often a UFO or Party Popper played when there are 4 or 5 moves left will help pass the hardest levels without extra moves. So claim timed boosters from events when you get to harder levels and play them at the right time.
Accept the game as it is and play it as intended

stephanie2024

https://community.king.com/en/candy-crush-saga/discussion/comment/3569609#Comment_3569609

@QueenB , Here are a few screenshots that might be able to help you see where I'm stuck. Just to be clear, I could get through this entire episode race if I were to use a lot of my gold bars. Well, I don't want to use bars all the time, but would like to have refill lives, boosters, and of course, that Sweet Cinema. Waiting for 2 1/2 hours for those refill lives to "fill up", is crazy! I didn't take a screenshot of my total boosters but I know what I have remaining. My boosters are: 3 Lollipops, 9 Hand switches, 1 UFO, and I Paint brush. So, that's not a lot to get through these impossible hard levels. I still think that I'm one of the "unlucky" ones that were put in one of those test groups. If you have any suggestions of how I can still play(not just using bars), but not having to wait for that dreaded clock to show me 5 full lives, I would appreciate it!

TThe first screenshot is what appeared on my screen, AFTER I had no more lives. So, if I want to pay, then I would be so lucky to get those rewards. No, I have not purchased anything and have no plans to!

stephanie2024

https://community.king.com/en/candy-crush-saga/discussion/comment/3569609#Comment_3569609

@QueenB and @MountainMom , Thank you for replying back to me. I was able to get help from the Customer Care(not sure if I have the correct name, but the team I needed). They were able to get me a fair amount of bars back, which should help me with these very hard levels. Unfortunately, there's not much they can do to restore the other features that I’m still missing. Hopefully, those things will come back to my game at some point. I know that I have sent both of you numerous messages, and I understand that there wasn't much you could do. But, at the same time, it was very frustrating on my end too, because I was told by Customer Care to share my issue with the community. So, I was always going back and forth between your team and Customer Care.

Anyway, I appreciate your time, and hopefully things will continue to look up for me. Thanks again!

QueenB

Hi @stephanie2024

I’ve seen your recent posts, and I do understand that this has been frustrating for you. I know you’re trying to get someone to look at your game and explain why you no longer have the same features you had before.

I want to be honest with you so we don’t keep sending you in circles.

For features like Sweet Cinema, ads, extra refill lives, and other in-game events or rewards, there is no phone number or separate team we can direct you to from the Community. Player Support is the correct support route, but these features are not something they can manually switch back on for an account. They can appear, disappear, or change over time, and there isn’t a set date we can give you for when or if they will return.

I also want to kindly ask that we keep this conversation in one place going forward. Opening new threads or tagging different Moderators won’t change what we’re able to do, and it makes it harder to follow your situation properly. We’re not ignoring you, but the answer about those missing features remains the same.

What I can help with is checking whether there are other ways for you to keep playing with the options currently available in your game.

Could you please share:

a screenshot of your Saga map/home screen
the level you are currently stuck on
whether you are mainly running out of lives, boosters, or moves

Lives do refill over time, and you can also request lives from friends. You may also still have options like the Booster Wheel, Daily Treat Machine, Daily Bonus, or other events depending on what is currently available in your game.

If you share a screenshot of your map, I can take a closer look and see what options are showing for you right now. But I want to be clear that I won’t be able to manually add Sweet Cinema, ads, or refill lives back to your account from here.

I’m sorry this isn’t the answer you were hoping for, but I’d rather be clear with you than give you false hope.

MountainMom

Hello @stephanie2024, I understand your frustration. The initial responses from Player Support appear to be generated by AI. Some players have been successful in replying to those automated message saying they still need help. When a live agent has been assigned, you will see a ticket number in the reply from Player Support. Those agents should continue to discuss your issues until they are resolved. I will see if there are other resources in this Community's administration that can help.

MustardCyborg

Hi again, @stephanie2024!

I appreciate your understanding. Although I see you're privy to these particular features, they're by no means necessary to play. They're designed to be cycled through in the first place, so the balancing of the game isn't reliant on any specific features like this.

I do hope the events you want cycle around sooner rather than later!

stephanie2024

https://community.king.com/en/candy-crush-saga/discussion/comment/3568596#Comment_3568596

Hey @MustardCyborg, Thanks for the explanation. I have been going back and forth with Customer Care, and it sounds like this is something that I will have to "wait it out", and hope I get all the features back to my game soon. I will say this, since I don't have a lot of gold bars left, I hardly play anymore. All games are fun to play, but not if you don't have the necessary features. Thanks again!

MustardCyborg

Hi there, @stephanie2024

The test groups you've heard of function a little differently from what you interpreted.

A more accurate explanation is that all players are in these so called "test groups" and each group cycles events over time. No player will have access to any event permanently. By design, they all come and go. Some are even incompatible with each other.

This is an innate, automatic system in the game which can't be influenced by Player Support at all, as there are no manual mechanics which can be changed.

The intended essence of the game in this regard is to participate in the events you have access to and make the most of them, until different ones become available.

I hope this helped clear things up. Have a great day!

stephanie2024

I have not received: Sweet Cinema, Extra refill lives, Ads, or any boosters, and I need all of them to move forward in this game. I have reached out to Customer Care, and they continue to tell me they will pass along my issues to the right department? This has been going on for at least 3 weeks. The reason that Customer Care gave me, is the same thing that I think(hoping, I am wrong) you're going to give me. That players are put into "test groups", which I somewhat understand, but how long does it take until a player is released from these "test groups"? I can give you my ID number, if that might help? Let me know what you need, because I think 3 weeks(going on 4) is long enough to wait! Thanks!