Avatar stuck in portal

Kittcat

My avatar is stuck at a portal entrance, but I’ve progressed far past it. Along the way, I’ve been unable to collect rewards in those gift wrapped boxes. I’ve reinstalled, losing all my boosters... still stuck. Please help!

Lady_Choo

Good evening Kittcat,

I am so sorry that you have not yet had a response. 

Are you still having issues with the game?

Kittcat

Yes, I’m still having the same problem. I can’t see my avatar, and I can’t collect prize boxes. 

Lady_Choo

Hi, the rewards issue is discussed here

https://care.king.com/en/candy-crush-soda-saga/passing-gift-boxes-and-not-getting-rewards

As to the stuck part, please could you try this troubleshooting and see if it helps. I know you tried the reinstall already but there are other parts, also clear your safari cache too and let me know if it helps or not. 

https://care.king.com/en/blog/article/is-your-game-crashing-on-an-ios-device

Thank you

Kittcat

I’ve tried everything suggested, my avatar is still stuck at the portal after level 1005.  Now all my boosters are gone again...  and the problem is still unresolved 

Lady_Choo

I am so sorry, I will pass this over to one of the King moderators who can check into it for you

Lady_Choo

Hi, as regards being stuck in the portal, the moderator thinks it could be a connection problem. 

Have you tried reconnecting to your usual method? I know Facebook is having issues with it at the moment. 

She asked if you could give us a screenshot so we can maybe see what is happening but your boosters should not have gone.  It could be an account issue. 

Kittcat

Sure, where do I send the screen shot?

Lady_Choo

Can you upload it here? Just above the box you write your reply, there are 3 icons. The middle one is to upload a saved image

Lady_Choo

Thank you, I will pass it on again. Its always helpful to have screenshots. 

So to clarify, I know you tried the troubleshooting and you can play past your avatar, its just caught in the portal. Adding it to the moderators list now. Its a different team this week so if I hear anything first I will let you know

MarkHawk

Hi Kittcat,

I have sent you a private message, so that we can check your player account for issues. 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.

Thanks Chicken Slayer for helping out :-)

- Mark