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🎶 Get Ready for the Candy Crush Music Season here 🎶
🎶 🎵 Guess the Genre and for a chance to win 50 Gold Bars!
current level lost when using my new phone
Before installing the game on my new phone, I saved my progress on the old device using my king account. After I installed the game on the new phone and logged into the king account, most of the information was recovered except for my current level, which went back to level 1.
Answers
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We warmly welcome you to the Friendly King Community's Candy Crush Saga forum.
According to your screenshot I can see that there are some problems with your game.
Right now, I'm asking you to check the steps below.
Check App Update > Log Out Game > Restart Device > Open Game & Log In.
If the problem is the same you need to contact our Player Support.
Please email Player Support so they can restore the levels manually on your account.
Go to the game's Start Menu, then Settings - Help Center - My Game Progress - Contact us and send them an email. Don't forget to mention what level you were on!
It's important that you choose "Problems with my game" as your topic and "Game didn't save" as your subtopic.
I hope you're back on track really soon!
Also check this helpful page.
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Hi @fliplopes !
Since your ranking and profile pic synced, but not the levels, something has gone wrong when you connected the game.
Please delete the app and download it again on the new device and connect to your Facebook and see if it works better.
If the levels still do not sync over, email Player Support from the game Settings and Help Center.
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If the game is saved on your Facebook account, then you will need to log in to that account on the new device as well to sync over the levels.
However, you said you also had a King account? You should be able to sync the levels through that as well the same way.
Did you try reinstalling the app and then logged into your King account on the new phone?
