I need help with lost progress! (Under investigation)!

XarlyXarly Posts: 2,098 Community Manager
edited October 15 in Support
If your game progress has suddenly been lost, or you're not able to see your Facebook friends, it's likely that you are not currently connected to your Facebook profile.

As part of their regular updates, Facebook needs you to confirm permission for the game to access your profile, where your progress and friends list are stored.

You may have seen a pop-up like this on your device, which you need to confirm for the feature to work.  It's important not to 'Cancel' this pop-up if you'd like to continue using your Facebook profile to keep track of your progress.


  • Make sure that you tap the 'Log in with Facebook' button that appears on the game screen.


  • From here, you'll be taken to your to a Facebook login prompt, where you'll need to re-enter your credentials.

You might also want to check your active app-permissions by clicking the ‘view and edit’ link. If 'Friends list' is not selected, our games will not be able to view your friends, and you will not be able to send messages or receive help from them.

Remember, you'll have to do this every 90 days.

Check your app permissions

When you give an app access to your Facebook account, that access expires after 90 days. The app then loses access to your account, which may affect your progress and friends list.

You can check which apps are activeexpired or have been removed from your account by clicking this link: https://www.facebook.com/settings?tab=applications

If the game is listed as ‘expired,’ it means your friends list and progress may not sync with the game.


Click ‘Renew Access’ to reactivate the app’s permissions.


If this does not work, just leave a comment below and we'll do our best to assist!

If you want to retrive the progress on iOS/Apple, here is an article that explains how to do it.



  • For weeks now I have tried to conect the game to Facebook from my phone so I can play on either my phone or desk top but it wont conect. I can still progress on the levels on my phone but im about 10 levels ahead of my game on the desk top and I really dont want to have to repeat them

  • aCeaCe Posts: 1,442

    Hi Helen, I'm not sure what phone you have but there's a King video here with tips to sync for iOS users. Then in the menu on the right there's the one for Android. These tips have helped me on numerous occasions: 

  • somiiaaasomiiaaa Posts: 0

    I thought logging into FB would sync my progress with my account so I logged in to save it, but I actually lost everything. Please help! I was at 100 something level & really don’t want to start all over. 
  • QueenBQueenB Posts: 2,765 Community Moderator
    Oh no, sorry to hear about this @somiiaaa

    Can you please get back to me with your User ID so I can have a look?

    Thanks :) 

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  • ElsaElsa Posts: 20,944 Superstar
    Hi @somiiaaa, 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.

    Were you able to get your user ID # yet?  Since you never started the game with Facebook that is why it started you back at the beginning.  We can get your progress back on track once you get your user ID #.

  • em56em56 Posts: 0

    ive just gone onto my app and it’s asked me to link it to my Facebook which I did and it’s taken me back to level 1! This is the second time this has happened to me, the first time I was on level 500 and something, it took me back to level 1 as I’d changed phones.... it wouldn’t let me link in with Facebook at all which I thought would bring me back to the correct level.... so I resolved myself to start at level 1 again.... it’s now finally said it can link me into Facebook, once I’d gotten up to 220 something and now it’s taken me back to level 1. Please help this is frustrating.
  • Marion_1251Marion_1251 Posts: 2
    This happened to me 
  • slaney718slaney718 Posts: 1
    This just happened to me.  
  • mommy325901mommy325901 Posts: 1
    It happened to me too ;( 
  • dlowe2424dlowe2424 Posts: 0
    I was prompt to log into face book again, and it wiped every thing!!!! All the gold bars, all my extras! I’m pissed about the money wasted. Is there a fix for this issue?
  • MmrurodeMmrurode Posts: 1
    It did it to me too and I wasted 36 bucks on the 24 hour goodies that I only got to use yesterday. Now it’s all gone! 
  • sumoo143sumoo143 Posts: 6
    My levels wiped out with my extras I bought! I was on Level 2900ish!! I’m so upset! Can anyone help??? Please! I’m back to Level 1!!!!
    Su 😢😢😢😢
  • clarence76clarence76 Posts: 3
    Mine restarted at level 1 also, so upset. Is there a solution?
  • sumoo143sumoo143 Posts: 6
    Ok Clarence how???
  • clarence76clarence76 Posts: 3
    It wanted me to log back into Facebook, which is how I play it, and now it’s gone back to the start. Everything lost!
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