Gold bars disappear without using them

tine00

I just won gold bars in the color challenge. I had a total of 10 goldbars. Now 2 hours later, I only haven 1 gold bar left and I did not use any. Why do they disappear without using them?

Unknown

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tine00

I did not use any goldbars. It is not the first time my goldbars disappear. These I won, the other time it were goldbars I bought. The goldbars always disappear

simplyP

Hello @tine00 maybe someone is playing on your account 🤔 try changing your game password.

tine00

No, I am the only one playing candy cush soda saga.

simplyP

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/1812738#Comment_1812738

Sorry @tine00 I never seen this problem before. But try logout, clear cache, and log back in. See if that does anything.

Yosca

Hi @tine00 If you believe that your gold bars have inexplicably disappeared and you have also done the troubleshooting -> log out of the game via your profile - clear the cache (super important!) - power off your device for at least 1 minute - restart your device - check for game and device updates- log back into the game, I recommend that you contact Player Support. Perhaps they can look in your profile to see what happened to the gold bars.

If you play on mobile, best to co contact Player Support from there:

Open the game app

- Tap on the? mark

- Tap on Purchase and Gold Bars

- Scroll down to the bottom and tap on "Contact Us"

If you don’t play on mobile you can do the same thing, but also have to mention your game id. To find your game id:

• Open the game app and select Profile.
• Double-tap on the golden King logo on top and voilà, the logo should disappear to reveal your User ID.

tine00

I'm done with it. I bought the color challenge and received goldbars too. In total I had 34 goldbars. That was a few days ago. This afternoon I saw that I had only 11 goldbars left without using them. I do not appreciate that. If this continues I will stop buying or even playing candy crush soda saga

simplyP

I recommend you to contact players support and ask them what is going on. Good idea not to purchase anymore until this problem is resolved.

tine00

How do I contact players support?

Yosca

Hello again @tine00 As I said 👆🏻If you play on mobile, best to co contact Player Support from there:

Open the game app

- Tap on the? mark

- Tap on Purchase and Gold Bars

- Scroll down to the bottom and tap on "Contact Us" 

If you don’t play on mobile you can do the same thing via https://soporto.king.com/contact but also have to mention your game id. To find your game id:

• Open the game app and select Profile.
• Double-tap on the golden King logo on top and voilà, the logo should disappear to reveal your User ID.