Select this option if you are playing on an Android device and playing through Facebook.
Select this option if you are playing on an Apple device and playing through Facebook.
If neither of these apply to you, please let me know which device you are using and I can try to further assist you.
Hello, @kimmykim2! Welcome! 👋
Based on what you have said, I assume you are playing Candy Crush Soda Saga through Facebook? If you have already tried the troubleshooting steps described in this thread, the next step would be to check and make sure your app permissions haven't expired. When you give an app access to your Facebook account, that access expires after 90 days. Once it passes that date, the app loses access to your account, which may stop it from working as intended. Please try following the instructions here on how to renew access to your account.
If you are still unable to retrieve your game progress after trying these steps, please leave your User ID, along with your device details and the game app version you are using. With this information I can get in contact with the CM team and they can further assist you. You can find your User ID by opening the game app, clicking on Profile and tapping on the King logo at the top of the window. I also need to know if this is the same device you have been using right along, or if you have recently switched to a new one?
Thank you! 🙂
Hi my user ID is kimmykim2, I’m using iphone6x, ticket number 9209523 I’m on Candy Crush Soda. I did change phones almost 90 days ago. I was on Android before for 4 years
Hello again, @kimmykim2!
Just to be clear, your User ID is a number, not your user name. Is the number you gave me the number you found when opening the game app and clicking on your profile, or is it a reference number for a support ticket you sent to Support?
I will get to work on writing up a report as soon as this information is confirmed. I also need to know what version of the Soda Saga app you are using. You should be able to find that information on your iPhone by doing the following:
Thank you for your patience while we try to sort this out!
Hi beck bubblegum I’m sorry nothing is helping did it hurt that I started playing again at level 1? But that number I gave you was a ticket number and the version Is 1.162.1. Thank you for your help
I want to inform you that I have referred your problem to the Expert Corner where it will be reviewed. I suspect you will be hearing from someone soon enough.
Good luck! 🙂
Thank you for all you have done.
A warm welcome to all the new community members and older community members. I am going to post some links below to help you learn how to navigate through the community.
We currently have a poll going to see which is the most favorite King game that players love to play. You can vote here. I am also going to give you some very important links below so that you can learn how to navigate through the community.
Here is a link to help you learn your way around the community. Let's learn more about the King community!
Make sure to check out the Contest Area for a chance to win gold bars! You can check if your game is running any current contests, as well as the community contests (General).
To check out the game community for your King game(s) check out the "Newbies, this message is for you" here. Click on your game(s) and learn more about your game community.
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