Candy Crush Soda Saga

Julie_Millington

I won the level on the cake and it said I had lost my hat so it didn’t give me the win

Colorbomb_Collector

Hi there, welcome to the Community @Julie_Millington

I understand your concern as you lost your Chefs Hat after passing a level and I will provide you with some details on this.

We do our best to make sure that all features are accessible and functioning correctly, however, there are things beyond our technical reach which sometimes cause instances like this one. As much as I would love to, we are unable to restore your Chefs Hat however, our Player Support team has already sent you some in-game items to make up for your loss.

The next time you open the game on your device, they will be ready and waiting for you to enjoy. If you don't see them, please force close the game, wait a few seconds, and then reopen it. Also, opening and then closing a level might help – sometimes it just needs a little nudge to make sure things arrive properly. If these steps don’t work, and you still don’t see your items after one hour, please get back to us.

We have forwarded the details to the team and your feedback is appreciated as we're constantly working on improving the game.

Thank you for your understanding, and I hope this won't affect your gaming experience. If you have any further questions, please just let me know.

Colorbomb_Collector

Hi there, welcome to the Community @Julie_Millington

I understand your concern as you lost your Chefs Hat after passing a level and I will provide you with some details on this.

We do our best to make sure that all features are accessible and functioning correctly, however, there are things beyond our technical reach which sometimes cause instances like this one. As much as I would love to, we are unable to restore your Chefs Hat however, our Player Support team has already sent you some in-game items to make up for your loss.

The next time you open the game on your device, they will be ready and waiting for you to enjoy. If you don't see them, please force close the game, wait a few seconds, and then reopen it. Also, opening and then closing a level might help – sometimes it just needs a little nudge to make sure things arrive properly. If these steps don’t work, and you still don’t see your items after one hour, please get back to us.

We have forwarded the details to the team and your feedback is appreciated as we're constantly working on improving the game.

Thank you for your understanding, and I hope this won't affect your gaming experience. If you have any further questions, please just let me know.