We're aware of an issue with Facebook purchases for all King Games and our team is on it. 🛠️ Hang tight while we fix things! You can still enjoy the game, and we'll keep you posted once it's solved.
https://www.youtube.com/watch?v=oBING0wuurY Hi Leah. I just completed level 962 and have attached the video. I played on Facebook and didn't experience the problem you are having. Which platform are you playing on? This doesnt answer the question of how to do level 963