SuddenApp crashes and returns to the home screen

sebs

Hello. The app still crashes and doesn't load. Did you hear from the Community Manager on next steps to fix the app?

Elsa

Hi @sebs, I just sent the Community Manager a message and hopefully he can get us an answer tomorrow.  They are 6 hours ahead of me so they are gone for the day.

sebs

Hi Elsa, did the Community Manager get back to you? I'd like to have this issue fixed so I can continue playing the game. I had frame #45 and was somewhere between levels 2200 and 2400. My character was a yellow bird.

Elsa

HI @sebs, he wouldn't get back to me.  He would respond here.  I just checked and he responded saying that he's looking into it.  He probably doesn't have an answer yet but I will mention it to him again.

Xarly

Hi both!

Thanks for keeping it friendly and supportive and apologies for not getting back sooner (busy days these days!). @sebs , as @Elsa says, feel free to re-install if need be. But first, it's important that we know the specs of your iPad. If you are playing on an old device, chances are that the device no longer supports the game.

That said, we can restore your progress and compensate the loss of boosters, but we first need to make sure that the game will run on your device after doing that for you.

Cheers!
Xarly

sebs

Hi Xarly, I have a mini iPad version 12.1. When you say re-install, do you mean delete the app? I just want to clarify since I offloaded it and then reinstalled it already. So I believe you mean to delete the app and all data correct? 

Xarly

Correct! Sorry if I wasn't clear enough. You can delete the app and if you are playing connected to Facebook and/or the Kingdom then you will be on the same level you were. And then you come back here, and I'll take care of granting you the boosters you were missing.

Hope this was clearer!

Cheers,
Xarly

sebs

Ok, per your advice, I will delete the app which will delete all data. I don't play through Facebook. How do I know if I'm connected through the Kingdom? It won't load so I don't know if I'm connected to the Kingdom. I don't know my exact level but I do know that I have frame 45 and am between levels 220-2400. I've played for years and don't want to start over. 

sebs

Correction- levels 2200-2400

sebs

I deleted the app and reinstalled it. I have a different character, frame 1, and am at level 1. So sad! I've played this game for years and got so far and now I'm back at level 1 which I was afraid of. You mentioned you can restore my progress- how do we make this happen?

Xarly

Hi @sebs ,

Don't worry! I know it sounds scary but we'll restore your progress together. Good to see that the reinstall fixed it! Let's now get you back on track.

Check out your private messages, I'll send you one so that we can get you back on track.

Cheers!
Xarly