Candy Crush Soda Saga

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Candy Crush Soda Saga

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Not getting my gift boxes, gold pin, or gifts from Rainbow road

I'm not getting my lollipops or anything from my gift boxes for 4 1/2 months now. I lost 51 lollipops, bombs, fishes and time. Plus I don't get my gifts from rainbow road. I've lost countless time, color bombs etc... I don't see my Avatar anywhere on the past games so I cannot replay it to fix it. I never lost stars. I called the company. No answer. I wrote to them in the UK. And now my friends in the UK are trying for me to reach out to them to find out what is going on. and why no one can speak to anyone. Yes. I wrote to some nice people online. But I need to directly speak to someone.

Accepted answers

You can also find the contact email here with the sheer volume of players and emails the company get daily, it would be impossible to actually speak to anyone directly by phone

All comments

Hi Cat,

Throughout this process you've been compensated 4 times already. I'm afraid we can't do any more for you in that regard.

Have a great day.

Cheers,

Xarly

Hey Cat,
Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.
I'm sorry but we need that screenshot in order to help you at this point.
Cheers,
Xarly

Sorry, I was away last week

Gave up completely with soda. I hope I can be compensated for all the boosters I lost.

Hi Cat,
I'm sorry you're going through this but I have to be clear. We have looked thoroughly on your reports and there is no issue on our side. Also no other player is running into this, which means that whatever is happening to you is outside our control sadly. I suggest you try other devices, creating a brand new account or completely restarting your device. I'm afraid we cannot be of any help at this point.
Cheers,
Xarly

I uninstalled everything. I no longer will be playing this game. Too many problems. Perhaps I might play Candy crush.

Hi cat, sorry it didn't ping me when you commented. No, you would just need to log out of your current account and start a new one, then they could just transfer progress for you.

So you've given up on Soda? I am not quite sure about the won't let you log in though as unless you have played Candy crush on your account before, it would just save progress and allow you to log in. Is it coming up with an error message when you try to connect? Can you remind me, are you playing on windows 10 via the app? If so, its not anything to do with your Facebook, its a complication between Windows, Facebook and the games. I currently cannot log into Facebook on my paradise bay game (each game has a different game studio so its not local to one game) and they are working on it, but they have to liase with people at microsoft too.

I will pass this on to Xarly again, but they are out of the office tomorrow for King commitments, but will be back Thursday

Hi Cat,
I'm sorry you're going through this but I have to be clear. We have looked thoroughly on your reports and there is no issue on our side. Also no other player is running into this, which means that whatever is happening to you is outside our control sadly. I suggest you try other devices, creating a brand new account or completely restarting your device. I'm afraid we cannot be of any help at this point.
Cheers,
Xarly

Yes but if I uninstall again and reinstall I lose everything again. Then start at 1 again? It's kind of you guys wanted to give me gold bars. But the lollipops really help especially with that dang blasted chocolate! Please don't think I'm not grateful for the bars. :-D But with 5 moves, 10 bars go. Then it's 15 bars go with 5 moves then 20. So they go VERY fast and you only use it 3 times. I'm almost at 1,000 and now I have to start back at 1 again? :-(

Cat, Xarly also said to me that starting a new game and transferring progress is a possibility if you want it. You would lose boosters but they could give you a little gold to help. If it gets your game working I think it would be worth it

Do you mean uninstall and install again?

Cat, Xarly also said to me that starting a new game and transferring progress is a possibility if you want it. You would lose boosters but they could give you a little gold to help. If it gets your game working I think it would be worth it

Hi Cat,

I'm sorry you're going through this but I have to be clear. We have looked thoroughly on your reports and there is no issue on our side. Also no other player is running into this, which means that whatever is happening to you is outside our control sadly. I suggest you try other devices, creating a brand new account or completely restarting your device. I'm afraid we cannot be of any help at this point.

Cheers,

Xarly

Argh I am sorry. Will let the moderator handle it. I really don't understand whats happening.
I am wondering if it would be worth you starting a new account and having your progress added to it to start again. You would have two stars on every level passed but at least it would be a clean slate. Let me have a word with Xarly when he comes in (hopefully tomorrow) and see if it would be possible.

I'm just disgusted and that background.. ugh..

Argh I am sorry. Will let the moderator handle it. I really don't understand whats happening.

I am wondering if it would be worth you starting a new account and having your progress added to it to start again. You would have two stars on every level passed but at least it would be a clean slate. Let me have a word with Xarly when he comes in (hopefully tomorrow) and see if it would be possible.

You do lose boosters on reinstall, but as long as you were connected to the Kingdom or Facebook, progress is saved on a log in. Sometimes its the only thing that helps, but if you have a lot of boosters, I hate to suggest it.

Now it won't let me log in by using facebook! UGH!!!!

I have passed it on again Cat, just out of interest, is it on the app? Have you tried uninstalling it, rebooting and reinstalling?

Do you know how incredibly frustrating this is? Stuck in a dark level? I'm ready to give up.

Ok, so I'm in under my Facebook which won't let me put up my cat picture instead. So I logged out and got my cat picture back but it won't accept my e-mail account. Meanwhile I'm still STUCK at this horrible haunted page. I went to the first 40 and the backgrounds are future ones and not what matches up to what it's called. I lost ALL MY LOLLIPOPS TOO!!! I'm so fed up. GET ME OFF THIS BACKGROUND PLEASE!!!! I gave you screen shots Everything you wanted. Why can't I get back on track?

I'm just so fed up. I uninstalled. I will try to reinstal it to my computer again. I'm really not happy with this game.

You do lose boosters on reinstall, but as long as you were connected to the Kingdom or Facebook, progress is saved on a log in. Sometimes its the only thing that helps, but if you have a lot of boosters, I hate to suggest it.

I lost all the boosters which I got from getting matching things. If I uninstall I have to start from the beginning. rebooting, yes. But nothing happened.

I have passed it on again Cat, just out of interest, is it on the app? Have you tried uninstalling it, rebooting and reinstalling?

Hi Cat,
This happens because your avatar is elsewhere. You need to scroll down the different levels and I'm sure you'll find it somewhere. Make sure you complete the level where your avatar is and things should go back to normal.
Cheers,
Xarly

It won't let me scroll to different levels! I said that last time. I can't move at all. Everything is gone.

Hi Cat,

This happens because your avatar is elsewhere. You need to scroll down the different levels and I'm sure you'll find it somewhere. Make sure you complete the level where your avatar is and things should go back to normal.

Cheers,

Xarly

Welcome! 👋

New here? Sign in or create an account to join the fun.

Accepted answers

You can also find the contact email here with the sheer volume of players and emails the company get daily, it would be impossible to actually speak to anyone directly by phone

All comments

Hi Cat, I know Xarly told you to go back and check every level as there has to be a level somewhere without stars? Have you scrolled all the way to the bottom?

As to the gift boxes. It seems they are not meant to be there all the time, but an event that comes and goes, and will come back but not straight away. It seems that the fact the boxes are permanently showing is an error and one they are in the process of fixing as some have already had theirs removed. So that at least is one thing. The studio have said that it is not a permanent feature, but a special reward from time to time (official word)

As you cannot find your avatar, I will pass you over to one of the moderators again, Xarly isn't in, so it might be one of the others. Alternatively, I know this is a link for lost progress, but if the team here don't get back to you today, you could always try contacting this department who can see if they can see anything.

They do appreciate your patience I know

You can also find the contact email here with the sheer volume of players and emails the company get daily, it would be impossible to actually speak to anyone directly by phone

I just checked my game. I'm at 899 and stuck with no booster. The strangest thing happened. I have 3 stars on all the games I played!!!! Some of my gold pins disappeared. This game has a mind of it's own. I don't have two stars next to my Avatar only one. It so strange!

I have passed it on, don't worry I think Xarly said you had spoke to someone from the email side recently? So they are aware, but wow. Have they tried resetting your game? I am wondering if that might be an option. You would automatically get 2 stars I think on each level passed, but it might sort it out. I will ask!

Just out of interest you're playing on a windows laptop? Are you going through Facebook? Cos windows isn't connecting with it atm. My Paradise Bay game won't. I am wondering if that is why its messing up, but that's only been the last couple of weeks. That would explain the messing with the avatar possibly.

It will be tomorrow they will hopefully see it, I think they have gone today and only so many are in (I'm in the UK but they are further into Europe so depending on where you are, it might be earlier in the day) but don't worry, I will prompt them

Hi Cat, I know Xarly told you to go back and check every level as there has to be a level somewhere without stars? Have you scrolled all the way to the bottom?
As to the gift boxes. It seems they are not meant to be there all the time, but an event that comes and goes, and will come back but not straight away. It seems that the fact the boxes are permanently showing is an error and one they are in the process of fixing as some have already had theirs removed. So that at least is one thing. The studio have said that it is not a permanent feature, but a special reward from time to time (official word)
As you cannot find your avatar, I will pass you over to one of the moderators again, Xarly isn't in, so it might be one of the others. Alternatively, I know this is a link for lost progress, but if the team here don't get back to you today, you could always try contacting this department who can see if they can see anything.
They do appreciate your patience I know

Thank you for getting back to me. :-) I went back all the way to the beginning. I didn't see my avatar, and I got all my stars. Just the other day I didn't have my avatar. I had to change my first letter to K instead of C. Then, yesterday the Avatar changed to one star instead of my two stars with it.Sometimes I get one or two gifts when I get the rainbow road. but never all of them. The game seem to have a mind of it's own. Now I passed 898 which is 53 lollipops. I still don't get my color bombs as well. Or the extra time. I get stuck on many levels because I don't have my boosters. Sometimes for days. One time a week. Like this one I'm on now. It's so hard. There is no way they can't give me SOME of my lollipops? thanks.

You can also find the contact email here with the sheer volume of players and emails the company get daily, it would be impossible to actually speak to anyone directly by phone

Yes my friend in the UK found that out. I hope someone would at least replace SOME of the lollipops or the color bombs/fishes I lost so much.

I have passed it on, don't worry I think Xarly said you had spoke to someone from the email side recently? So they are aware, but wow. Have they tried resetting your game? I am wondering if that might be an option. You would automatically get 2 stars I think on each level passed, but it might sort it out. I will ask!
Just out of interest you're playing on a windows laptop? Are you going through Facebook? Cos windows isn't connecting with it atm. My Paradise Bay game won't. I am wondering if that is why its messing up, but that's only been the last couple of weeks. That would explain the messing with the avatar possibly.
It will be tomorrow they will hopefully see it, I think they have gone today and only so many are in (I'm in the UK but they are further into Europe so depending on where you are, it might be earlier in the day) but don't worry, I will prompt them

Maybe they did reset it? That is possible. I have 3 stars on all the levels I played out of the blue. I was talking to someone privately. She tried to be helpful. I'm playing on my home computer. Nothing else.

I'm at 901 with a gift box. Didn't get anything. No 30 minutes of bomb, lolliipops (now at 54) No 30 minutes of color bombs. Nothing has changed. Got the fishes. I always seem to get them

I will ask Xarly what he can find out for us

Hey Cat,

Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.

I'm sorry but we need that screenshot in order to help you at this point.

Cheers,

Xarly

Hey Cat,
Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.
I'm sorry but we need that screenshot in order to help you at this point.
Cheers,
Xarly

How do I do a screenshot? I did the two directions, the picture when pale. Then what do I do? What do i click on to make it come to you?

Hey Cat,
Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.
I'm sorry but we need that screenshot in order to help you at this point.
Cheers,
Xarly

I took a picture of my screen with my phone and sent it in my e-mail to Queen Bee

I will ask Xarly what he can find out for us

My Avatar is gone again. I'll try changing my K back to a C again. Still no boosters. UGH!!!!!!!!!!!!!!!!

You can also find the contact email here with the sheer volume of players and emails the company get daily, it would be impossible to actually speak to anyone directly by phone

Chicken Slayer, HELP HELP HELP!!!!! I'm at 928 and still not getting my lollipops!! Not only that, I'm suppose to be at Peppermint Province, but my background is back at 546 level at Haunted Liquorice Twirl!!! I don't know what is going on.Queen B can no longer help. I did get everything in the gift box BUT the lollipops again!!! And my Avatar has only one star instead of three. PLEASE help.

Hey Cat,
Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.
I'm sorry but we need that screenshot in order to help you at this point.
Cheers,
Xarly

Chicken Slayer, HELP HELP HELP!!!!! I'm at 928 and still not getting my lollipops!! Not only that, I'm suppose to be at Peppermint Province, but my background is back at 546 level at Haunted Liquorice Twirl!!! I don't know what is going on.Queen B can no longer help. I did get everything in the gift box BUT the lollipops again!!! And my Avatar has only one star instead of three. PLEASE help. I have a screen shot of it. How do I send it to you?

Thanks Cat I will pass it over

Hey Cat,
Thanks for your feedback. We cannot help you any further sadly unless you can provide us with a screenshot of the situation. On our side and on the Social Support side that is also helping you out there isn't much more we can do unless you provide us with how the issue looks like on your side.
I'm sorry but we need that screenshot in order to help you at this point.
Cheers,
Xarly

HELP!!!!! I'm stuck as of today!!! I have no Avatar. I can't get out! I tried going back forward and this background and level keeps showing up. I posted a screen shot/ Also all my booster are GONE!!!!!!! HELP!!!!!! PLEASE FIX THIS GAME!!!!

Hi Cat,

This happens because your avatar is elsewhere. You need to scroll down the different levels and I'm sure you'll find it somewhere. Make sure you complete the level where your avatar is and things should go back to normal.

Cheers,

Xarly

Hi Cat,
This happens because your avatar is elsewhere. You need to scroll down the different levels and I'm sure you'll find it somewhere. Make sure you complete the level where your avatar is and things should go back to normal.
Cheers,
Xarly

It won't let me scroll to different levels! I said that last time. I can't move at all. Everything is gone.

I have passed it on again Cat, just out of interest, is it on the app? Have you tried uninstalling it, rebooting and reinstalling?

extra lives
I play my five levels, it shows I will get five extra when it goes fishing. And them it only gives me 1 extra lives life.
I logged in using Facebook
when I did login using facebook I ve lost my 24 hours boosters
The bubblegum troll is casuing trouble
it’s genuinely annoying me how i keep failing these levels because i cant use any gold bars fix this!!!!!!!!!!!!!
Why I can't edit my profile?
I returned playing the game after some while, but I've noticed that I can't edit my profile. Not sure why it shows United Kingdom either. I was in Israel when I've installed the game, now I'm in India. It looks like this:
what is the highest level achieved in candy crush soda saga?
i am at level 10300. is there anyone higher than me?

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