Lost my bars when game froze

pandarirchie

the game froze just as I spent my 10 bars to add extra moves so I had to close and reopen the app and now my 10 bars are gone 😩

PummyRaj

Hello @pandarirchie and @heather0318,  Hearty Welcome to the Candy Soda section of our friendly King Community  

I am sorry to hear the issues in your games!!  For any and all purchase issues, we will have to contact the King Customer Support team through this link  https://soporto.king.com/contact  The Community Team does not deal with this because the query needs your personal details! 

Please go to the King Support web page, and fill out the given form.  Don't forget to select the game you made the purchase, as it is important!  Make sure to fill out all the needed details, and explain the issue in given dialogue box.  And enter the Topic as "Problems with Purchase" and Sub Topic with "Purchased Items not Received". 

Once you submit the complaint, you will receive an automated email with a ticket number as an acknowledgement.  If you have not heard from them within next 3 days, feel free to send an email to that automated email itself  

** If you tap on "Type your Comment" box located below, you will be able to write back if you need any further assistance!

Hope you receive your purchased lives back!  Have a nice day/evening!

Crimson_Dawn

Hi, @pandarirchie! First, you'll need to post your user ID in this thread. Check out this link if you don't know how 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
Now I'll tag our Community Manager @Xarly. He'll be able to help you more than I can! Welcome to our lovely community and have a great day!😀

pandarirchie

Thank you my user ID is Amanda Jayne Ritchie 😊

Crimson_Dawn

@pandarirchie, your user ID should be a number. If you click on that link I posted, you can read all about it.🙂

heather0318

I purchased gold bars tonight and they're gone. My ID is 1083257997.
Thanks for your help.

PummyRaj

Hello @pandarirchie and @heather0318,  Hearty Welcome to the Candy Soda section of our friendly King Community  

I am sorry to hear the issues in your games!!  For any and all purchase issues, we will have to contact the King Customer Support team through this link  https://soporto.king.com/contact  The Community Team does not deal with this because the query needs your personal details! 

Please go to the King Support web page, and fill out the given form.  Don't forget to select the game you made the purchase, as it is important!  Make sure to fill out all the needed details, and explain the issue in given dialogue box.  And enter the Topic as "Problems with Purchase" and Sub Topic with "Purchased Items not Received". 

Once you submit the complaint, you will receive an automated email with a ticket number as an acknowledgement.  If you have not heard from them within next 3 days, feel free to send an email to that automated email itself  

** If you tap on "Type your Comment" box located below, you will be able to write back if you need any further assistance!

Hope you receive your purchased lives back!  Have a nice day/evening!

Xarly

heather0318 said:

I purchased gold bars tonight and they're gone. My ID is 1083257997.
Thanks for your help.

Hi @heather0318 ,

Welcome to the Community! Can you please confirm that this is still the case? Checking your ID, we can see that the purchase was successful and that you were using the gold bars on extra moves at the end of levels like 1515. If that's the case then there isn't anything we can do, as it sounds like the gold bars arrived and you used them accordingly.

Cheers,
Xarly

heather0318

They were back the next morning when I logged in. 
Thanks for checking back!

Elsa

HI @pandarirchie and @heather0318, welcome to our community.  I would like to take a moment to offer you a message for all newbies to learn more about our community which you can find here.  We always run contests so be sure to enter them for a chance to win gold bars.