Where has my progress gone?

Ok let me know if you get another reply. Usually the bot comes first and then the next day or so you should get a response.

Elsa said:

Hi @KaosCL, did you get an email with a ticket number on it? If so, @firebombmarkus you can let the community manager know and he can look into her account to see if they are following up on it.

No, no ticket number as far as I can see... I've had a bot response today (the same as the first time I did it) so I've just replied to that saying it doesn't help and please look into it

Hi @KaosCL, did you get an email with a ticket number on it? If so, @firebombmarkus you can let the community manager know and he can look into her account to see if they are following up on it.

Thanks for the help and advice. I had some trouble getting my user ID as the instructions don't cover the Facebook desktop game so had to reinstall the app on my phone but I have now sent a ticket (again) and can only hope they don't direct me back here for the third time

Sorry for the delay in response... sometimes real life takes over and gets hectic!

Thank you @Elsa

https://soporto.king.com/contact

Thanks for tagging me @firebombmarkus. There is a Facebook problem going on at the moment where players have lost their progress or can't get into the game. @KaosCL please try this to see if it works. Go into your Facebook settings and click on the Apps and website. When that comes up click on the "Expired" tab to see if your game is there. If it is then click on the edit and allow access. If it isn't then just go into the "active" tab and click to edit the game. When the next box opens click on save. That has been working for some players.

If that doesn't work then please get your user ID # by following the steps here. Then complete a new contact form because now they will know what account to go into. Click on the contact form here:

They can manually go into your new account and get you back to where you were. It might take a couple of days before you get a response so please be patient. You should get an email with a ticket number on it. Please make sure to use this topic and subtopic when completing the form.

Image: https://us.v-cdn.net/6030983/uploads/editor/2a/0qureq8mr77n.png

Ok, I see @KaosCL I will call for some help from my friend @Elsa and we will see together if she is able to help you.

I actually contacted support first, got a bot reply which didn't help and then replied to them that I needed more help. Their response was to come on here and ask. I will now go back and ask them again!

@KaosCL I will ask you to fill in the support form here https://soporto.king.com/contact

Fill in all the required information and make sure that you are choosing the correct topic (Problems with my game) and subtopic (Game didn't save). Once you fill it in you will receive an automated email message. You need to reply to that message and explain your issue in order for the team to reach you. If you don't reply they won't reach you at all. Thank you for your understanding.

I have looked at that link previously but I don't see any option for playing on a laptop directly on Facebook! I only occasionally played on an Apple device, I mainly played on the Facebook desktop site on my laptop.

Ok, thank you @KaosCL I will ask you to try steps on the link below and let me know if it helped you to get your progress back.

https://community.king.com/en/candy-crush-saga/discussion/246151/how-to-get-your-level-and-progress-back

Yep, tried logging out and back in both on laptop and iPad and no difference

Hi @KaosCl and welcome to our adorable Community 😊 I am sorry this has happened to you. Have you tried logging out and logging back again?

Welcome! 👋

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Hi @KaosCl and welcome to our adorable Community 😊 I am sorry this has happened to you. Have you tried logging out and logging back again?

Yep, tried logging out and back in both on laptop and iPad and no difference

Ok, I see @KaosCL I will call for some help from my friend @Elsa and we will see together if she is able to help you.

https://soporto.king.com/contact

If that doesn't work then please get your user ID # by following the steps here. Then complete a new contact form because now they will know what account to go into. Click on the contact form here:

Thank you @Elsa

Sorry for the delay in response... sometimes real life takes over and gets hectic!

Hi @KaosCL, did you get an email with a ticket number on it? If so, @firebombmarkus you can let the community manager know and he can look into her account to see if they are following up on it.

Elsa said:

Hi @KaosCL, did you get an email with a ticket number on it? If so, @firebombmarkus you can let the community manager know and he can look into her account to see if they are following up on it.

No, no ticket number as far as I can see... I've had a bot response today (the same as the first time I did it) so I've just replied to that saying it doesn't help and please look into it