Why are you not fixing the issue with Candy Crush Soda?

Gaylene_Munro

I have not been able to play for over a week now on my laptop. The game loads but does not let me get to my level or click on it when it does load enough to get to my level. I have followed all of the instructions I was sent. My laptop is up to date and I play the game on Facebook. I have been following the chats and many people are having the same issue I am having.When will this be resolved?

Xarly

Hi all,

I'm sorry this has been happening to you all but we appreciate you all trying to fix it. It seems, given all the troubleshooting that our awesome superstars walked you through, that the issue is sitting on Facebook's or our side. We are going to investigate it all and hopefully come back soon with an answer. This has been escalated but given that it's on Facebook (which implies we need to work together with them to identify it) it could take sadly a bit of time.

We'll do our best to have it fixed and will try to keep you updated with any new information.

Cheers,
Xarly

QueenB

Thanks for reporting this guys 👍🙏

I've reported this to the Studio and they have informed that they are going to look in to this. As soon as I know more, I'll keep you all updated.

In the meantime there are a couple of workaround:

- Play on mobile device if possible, just remember to connect the game app to Facebook or King.com account so your progress can sync. NOTE! Boosters and lives do not get synced!

-Play on Windows 10 if you happen to have it installed. You can download the app from here and remember to connect the game app to Facebook or King.com account so your progress can sync. NOTE! Boosters and lives do not get synced!

Hope this helps guys and thanks for your patience while we look in to this 🤗

JAG1951

cannot play my game. Home page comes up, but cannot click on the candy cane doorway to go to my level. Cannot click on anything. Nothing works.

firebombmarkus

Hi @JAG1951 and welcome to our adorable Community 😊 I am sorry this is happening to you. Can you please make a screenshot so I can see what exactly is happening? If you don't know how to do it, follow the instructions on the link below.

https://www.take-a-screenshot.org

JAG1951

Here is screen shot...

1. 

firebombmarkus

@JAG1951 Are you back to level 1 and want to get back your progress?

JAG1951

Yes, I am trying to get to my last level. It was in the 3 digits.

JAG1951

But, even if I wanted to play game 1, when I click on something, nothing works.

tnit

UPDATE:  it now shows my correct level; however, it wouldn't let me do anything.  I refreshed the screen, and I'm back to the first screen with no access/moves available.  

Original:  This is the same problem I am having (would be the same screenshot).  I tried all the suggestions for updating, etc...  I eventually deleted and reloaded the app.  Still not fixed.  My last level is in the 700s.

kjg

I have the same issue since yesterday. No lives show up; unable to enter a level at all.

firebombmarkus

@JAG1951 Please follow the instructions on the link below to see how to get your progress back.

https://community.king.com/en/candy-crush-soda-saga/discussion/244246/how-to-get-your-level-and-progress-back

firebombmarkus

Hi @kjg @tnit and welcome to our adorable Community 😊 Do you guys maybe get a screen like this in your game?

JAG1951

No, I do not get that screen

JAG1951

So I cleared my computer history and rebooted. I got a lot closer to my game. The music played, which it had not been doing, and I got to the page with my game #1048, but nothing happened when I clicked on that game.

firebombmarkus

@JAG1951 I am not sure why is this happening so I will tag @Elsa and hopefully she will be able to help you.

Elsa

@JAG1951, by any chance are you trying to play the game on king.com?  Please let me know because playing on that website is causing a lot of problems.

JAG1951

No, I am playing on Facebook. And after I made it to my game #1048 this am, it still would not work, so I rebooted and am right back at game screen 1. Nothing works.