Freezing at level 320.

jnwjojo

I am frozen at level 320. I have gone through all the steps of closing all apps, rebooting my phone and even uninstalling and reinstalling the game and it’s still frozen. I have installed all updates and have more than 2 gb of space. Now what do I do? Please help. Thank you

Elsa

Hi @jnwjojo, that is strange!  It's only happening on that level?  Can you please try a lower level to see if it happens again?  You've tried all the troubleshooting steps.  Where are you playing the game - through Facebook or the Kingdom?  I know that there have been Facebook connection issues reported here and there.  I don't play any of my games through Facebook because there is always one glitch or another.  I only play through the Kingdom.  You might want to create a Kingdom account instead.

Also the studio is looking for feedback on your experience when you run out of moves, so can you all please head on over to this link and if you find that it is affecting your game, can you please respond?

https://community.king.com/en/candy-crush-soda-saga/discussion/247783/whats-your-experience-when-you-ran-out-of-moves-we-want-your-feedback

jnwjojo

Hi Elsa. I am playing it through the kingdom as I don't have a Facebook account. As well, I have tried lower levels a second time and worked my way back up to 320 and then it freezes again on that level. I have tried everything. At this point, I cannot progress any further. Is there any way to skip this level or can you somehow bypass me so I can continue? 

Elsa

Hi @jnwjojo, unfortunately this is a holiday week so it's skeleton staff until next week.  But I would like you to please complete the contact form from here: https://soporto.king.com/contact

They can manually go into your account and change the progress.  I have heard that they can move you up so I'm sure it won't be a problem.  Just explain what's going on and you might want to give them this message link too.  Also when you complete the form, please make sure to use this topic and subtopic which relates to your progress.  I'm just not sure if you will hear back from them today.  They will be emailing you with a ticket number.

jnwjojo

Thank you so much. I will email them right now. Have a great day:) Joanne

jnwjojo

 I just filled out the contact form and mentioned what you said. Hopefully they will get back to me and not just reroute me to the discussion forum. I have tried filling that form out three times already. Thank you

Elsa

There was a problem with that contact form a couple of weeks ago and they weren't getting them.  Now they are.  If they try to redirect you to this discussion forum, please tell them that you already posted here and was directed to them.  We can't changed your progress through the community but they can through the contact form.  Just please don't expect an answer today.

jnwjojo

No problem at all. I am in no rush. Thank you and have a wonderful day!

Joanne

Elsa

Thanks and have a happy and healthy New Year!