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After password reset lost all levels

Lizly62Lizly62 Posts: 8 Level 2

Hi. I hope someone can help. We wanted to log in candy crush soda on the pc but didn't know our password anymore so I requested a new password. I received a mail to make a new password. I did this by phone (iphone). However, now we lost all our levels (we had reached level 2300!) !! We also play it on the iPad, so fortunately we still have the levels on our iPad because we didn't reset the password on the iPad yey. But how can I get our levels back on the iphone??is there a way to copy the levels from the iPad to the iphone? If we go to candy crush soda via Facebook and press on the blue link, it gives an error. Please help. We want our 2300 level game back on the iphone.

Thank you

Best Answers

  • Nix66Nix66 Posts: 10,634 Soda Moderator
    Accepted Answer

    Thanks for the weekend wishes @Lizly62 and the same to you and your family from myself in the US! šŸ’•

    Yes, I submitted the request Friday and will definitely let you know. šŸ˜‰

    Thanks!

    Accepted Answer


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  • Nix66Nix66 Posts: 10,634 Soda Moderator
    Accepted Answer

    Awesome news šŸ™Œ @Lizly62 and Iā€™m definitely a happy camper right alongside your mother-in-law!

    Thanks so much for letting me know and you ladies take care! šŸ¤

    Accepted Answer


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Prev1

Answers

  • Nix66Nix66 Posts: 10,634 Soda Moderator

    Hi @Lizly62 and welcome to our lovely and helpful Community!

    Do you have an existing King.com account by chance?

    If youā€™ve played through FB and or King your progress has been saved so donā€™t fret.


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  • Nix66Nix66 Posts: 10,634 Soda Moderator
    edited March 3

    I ask @Lizly62 because you can sync your FB and King progress together.

    Go to King.com/games. Login using your existing King profile or create one if one doesnā€™t already exist. Click on Settings / Select Account / Confirm your password / Select Score and progression sync / Enter your FB login info / Then your progress will be synced for all Kingā€™s games on King.com


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  • Lizly62Lizly62 Posts: 8 Level 2

    It's my mother in law's game, she is 84. I help her with computer problems and I reset her password and now she lost all her levels. She says she plays via Facebook, but when we tried to find the levels that way, the Facebook link to candy crush gives an error. Yes she has a candy crush (King.com) account. I reset the password for her and then it went wrong. Please help. She has been playing for years to get to that level.

    Thank you

  • Nix66Nix66 Posts: 10,634 Soda Moderator

    Okay @Lizly62 the above sync steps should do the trick to restore all her levels.

    If you have any problems feel free to respond back.

    Youā€™re a sweetheart to help your mother-in-law. šŸ¤


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  • Lizly62Lizly62 Posts: 8 Level 2

    Thank you for your help! I will try doing your steps and hope we will get her levels back again! I will let you know if it worked.

    Thanks!!

  • Nix66Nix66 Posts: 10,634 Soda Moderator
    edited March 3

    Yes, please let me know.

    Thanks!


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  • Lizly62Lizly62 Posts: 8 Level 2
    edited March 4

    Hi "Nix66",

    I was trying the steps you told me but at the level Ā "/ Select Score and progression sync" I didn't dear go further because I suddenly became doubtful: must i do these steps on the iPad (where she still has all the levels but still on the "old" password we don't know anymore(, or do I have to do it on the iphone or pc where we reset the password and lost all levels? Because it seems to me I must sync the iPad because that still has all the levels. But then I can't do the step "/ Confirm your passwordĀ " as we don't know the "old" password anymore..

  • Nix66Nix66 Posts: 10,634 Soda Moderator

    Hi dear @Lizly62 how about this?

    First look up her Player ID for me.

    Open Game / Select My Profile / At the very top of the page will be a crown which is the King logo / Double click on it and the ID will be displayed.

    Secondly tell me which level she is on currently.

    Iā€™ll be awaiting your answers. Thanks.


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  • Lizly62Lizly62 Posts: 8 Level 2

    Hi "Nix66",

    You are such a darling to want to help us, thank you so very muchšŸ¤—

    Her Player ID is 1705191509

    The level is 2746

    I hope this helps you!

    šŸ˜Š

  • Nix66Nix66 Posts: 10,634 Soda Moderator

    Thanks @Lizly62 I will take this information to my wonderful Community Manager and she will restore the game to that level for your dear mother-in-law.

    The only thing is she will be unable to restore the exact number of stars that were originally obtained when the levels were played. Instead it would be an average of about two stars per level.

    If you are okay with this and in agreement I will pass the information you provided along ...

    Let me know as soon as possible! Thanks!


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  • Lizly62Lizly62 Posts: 8 Level 2

    Hi Nix66,

    We are in agreement with that, thank you so very very much! I assume you will let me know when it is resolved?

    I can't thank you enough for your kindness to help us, and please thank your community manager as well. šŸ„°

  • Nix66Nix66 Posts: 10,634 Soda Moderator

    I sure will @Lizly62 šŸ˜‰


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  • Nix66Nix66 Posts: 10,634 Soda Moderator

    @Lizly62 Our Community Managers have been so busy this week as we had a major program change here in the Community. I didnā€™t catch her in time so my boss wonā€™t be back until after the weekend.

    If you and your mother-in-law do not want to have to wait that long you could contact Player Support directly from the game and they could restore your levels.

    Open the game / Tap on the blue gear icon āš™ļø / Tap on the ā€œ?ā€ / Scroll down and Tap on My Game Progress / Scroll down to the bottom of the page and tap on Contact us.

    Simply submit your claim and include the player ID and level number.

    Either way sheā€™ll be enjoying her Soda game again. šŸ˜‰

    If you do choose to submit a claim and get her levels restored please let me know so that I may withdraw the request I made to my boss.

    Thanks so much!


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  • Lizly62Lizly62 Posts: 8 Level 2

    Hi Nix66, thanks for your message. We prefer to wait till your manager is back after the weekend. No problem. Will you let me know when she has restored the levels?

    Thank you again and we wish you a wonderful weekend from us here in the Netherlands šŸ˜

  • Nix66Nix66 Posts: 10,634 Soda Moderator
    Accepted Answer

    Thanks for the weekend wishes @Lizly62 and the same to you and your family from myself in the US! šŸ’•

    Yes, I submitted the request Friday and will definitely let you know. šŸ˜‰

    Thanks!

    Accepted Answer


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