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How to contact support?

Purchased 2 hour unlimited lives and money taken from CC and items never recieved



  • MarkHawkMarkHawk Posts: 4,061 Community Manager

    Hi Michael,

    I am sorry that you have experienced an issue with your purchase. I have sent you a private message, so that we can check your player account. Please click on the envelope icon on the top right corner of the screen and kindly get back to me with the details in order to solve the issue.

    Kind regards,

    - Mark, Team King Care

  • Hey! Would you like to give us your opinion?

  • Play Candy Crush with me! --> http://to.king.com/zY9l #CandyCrushSaga I have been play Level 2125 and, it won't let me finish my game. I've won it several times...and, I have spent money as well!! It keeps saying "An error has occured. We are doing our best to fix it. Please try in a moment!" Even after I have BEAT IT!!! What's going on with this Level or Game!! Extremely Disappointed!!


  • I was on cc this morning and later today I was on a way lower level with no pic. I don’t know what happened but I was on 3565. I signed my husband up for gmail today but it looks like I was replaced on cc with him at a lower level. But he has never played cc   Please help get me back to 3565 

  • Gail1960Gail1960 Posts: 1 Newbie
    On bubble gum hill as soon as I reach the top of the hill,the game has frozen on me . I can't play anymore,I feel let down something needs sorting 
  • JericaJerica Posts: 2 Newbie
    I purchased extra lives and boosts and did not get them
  • JericaJerica Posts: 2 Newbie
    So some of the boosts are there but they are timed and didn’t get the extra lives 
    So I can’t use the boosts because I have no lives

  • Sherri_BouknightSherri_Bouknight Posts: 36 Level 2
    edited February 2019
    Went from approx Level 2910 & 11,000+ gold bars to Level 1 & 50 gold bars in Soda Saga. Don’t know what happened. Beth said she could get me back to right place if I signed in and referenced ticket number 7767225. I’ve been signed in for almost 24 hours but haven’t heard anything. Afraid to open game. Could someone please reset my level and bars and let me know it’s safe to open game. Please! Thank you
  • RaikkaRaikka Posts: 5 Newbie
    First I lost space dash and today King stole my all helps - about 7 hammers, 7 switches and other helps. I just love this game, it is so fair. 
  • PummyRajPummyRaj Posts: 15,903 Farm Moderator
    Hello @Jerica, A Warm Welcome to the King Community :)

    I am very sorry to hear that you have not received your purchased items!!  Can you please tell me which game you have this issue?  Is it Candy Crush Soda Saga?  I just saw your 2nd post... so, you have received part of the items you have purchased?  Are you playing on PC or Mobile device?  And did you log into the game through Kingdom account or Facebook account? 

    **  TO write back, please tap on "Type your Comment" box and write back the details :+1:
  • PummyRajPummyRaj Posts: 15,903 Farm Moderator
    Hello @Sherri_Bouknight,

    A Warm Welcome to the New King Community, where you can seek Answers / Suggestions from your fellow players in any King Games' sections :)

    I am very sorry to hear that you have lost your level progress as well as the Gold Bars :(  Can you please clarify who is "Beth" and where did you sign-in?  What is that reference ticket?  Will it be possible for you to take a screenshot or a picture and post it here?  If it contains any of your personal information, please try not to take that part into the picture.

    As per the level progress, there is help provided by the King Community Managers for our convenience.  Follow this steps provided in this link, and choose the option that your device best https://community.king.com/en/candy-crush-soda-saga/discussion/244246/how-to-get-your-level-and-progress-back

    With regards to the Gold Bars, can you please provide some details which will be very helpful for them to look into this --
    1) What device you are playing the game on 
    2) Are you playing through Facebook or Kingdom account
    3) What is your King Game ID?  Here is a link to find it   https://community.king.com/en/candy-crush-soda-saga/discussion/247075/what-is-my-user-id-and-where-can-i-find-it

    Looking forward to hearing from you and hoping for the Best :+1:
  • Sherri_BouknightSherri_Bouknight Posts: 36 Level 2
    I am playing the game on my apple iOS iPad and my King Game ID is 10213525159667705.  Beth is the first tech advisor to help me and 7767225 is the case number. I had just purchased $149.99 package and realized there were no more levels to play. This is a timed situation so I was watching $149.99 tick off the clock without being able to play. Beth advised me to engage a green Contact Us button within the game and write back to her. The second I did that I was taken from Level 2921 to Level 1 and from 11,066 gold bars to 50 gold bars along with losing all my boosters and daily bonuses. After working on this for a WEEK with Andrea-don’t know what happened to Beth, I have my level progression and gold bars back. However, instead of being on Day 305 for Daily Bonus, I am at Day 5 and still don’t have my boosters back. Plus I had to purchase another $149.99 package this weekend because the one I bought immediately prior to this debacle ran out without ever getting to use it. I know I had at least 1400 pink lollipops before the crash and 56 now. I’m sorry to be so verbose but I’m tired of talking about this and wanted you to have the story from start to finish. I’m very disappointed that I haven’t been reimbursed anything for my trouble. I have spent $300 in one weekend and am a loyal player. I don’t do the boards much so I apologize for my ignorance there but am still quite discouraged.
  • PummyRajPummyRaj Posts: 15,903 Farm Moderator
    Hello @Sherri_Bouknight, Good Morning :)

    Thanks a lot for the detailed explanation!  You do not have to be sorry at all... Actually, it is great that you have taken time and explained all of this.  I am going to tag one of our Community Manager @Xarly to help with your issue.  Since, we have all the details, they will be able to help you in best way possible.

    Hoping for the Best!  Have a great day/evening :+1:
  • XarlyXarly Posts: 2,496 Community Manager
    Hi @Sherri_Bouknight ,

    I have followed your case with our team of Player Support and you are having the assistance needed from their side. Therefore, this is already being taken care of by them (which are the ones to tackle issues with purchases like yours) and I'm sure you will get the support needed.

    There is not much more we can do here in the forum, as this is an issue that needs to be handled privately by our Player Support team.

  • Chelsea_swin7Chelsea_swin7 Posts: 1 Newbie
    Hi @Michael_B._Smith,

    I am writing to you as I suspect you are a support worker for Candy Crush due to how you've helped other people in the comments above. 
    I have had an issue recently with Candy Crush by making a purchase accidentally due to spamming my phone and having gold in my inventory.
    I was spamming my phone trying to close everything and accidentally purchased "Lucky Bean" with 10 gold but instantly clicked out of it thinking the Gold would be refunded back to me because I didn't use it.  
    I felt very annoyed and taken advantage of because I didn't want to spend my gold on that, I was trying to save my gold.
    I'm a dedicated Candy Crush player and have well completed over 2000 levels through years of game time.
    I wasn't even able to keep my purchase. I tried clicking back on it but it wanted me to purchase it again!
    I feel very upset and irritated with Candy Crush that theirs no coding in place where it realises the purchase wasn't used and is instantly refunded especially when it's with gold currency transaction. I'm so sick of accidentally purchasing other stuff but this one in particular annoyed me because I wasn't able to even use it. I just want 10 gold back because I've spent so much time playing and feel absolutely devasted.
    Please respond to my email thanks. [email protected]


    Chelsea Swinburne

  • dee183dee183 Posts: 1 Newbie
    Can you make it so you get the dynamic duo prize when it's earned and not when you go out to the levels menu? Or at least be able to close it and not claim it till you're ready? Every time I've gotten it is when I'm out of lives and back out to the levels menu to quit, and it gives it to me automatically. It's usually a timed booster which I can't enjoy and use because the timer runs out by the time I get more lives. 
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