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Freezing While Playing Ad

JamshaidHabib

Hi Candy Crush Support Team,I am writing to report a persistent technical issue with my game. Candy Crush completely freezes every time an advertisement tries to play.I have already tried completely uninstalling and reinstalling the application, but the problem persists. This issue forces me to close the game entirely, which frequently disrupts my level progress and streaks.Could you please investigate this bug or provide a workaround?Thank you,

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LoFiGummy

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/3602585#Comment_3602585

Hey there @Filou73, sorry to hear that you have a similar problem. We're looking into removing these ads as soon as we can.

Unfortunately, boosters and login streaks are tied to the game files - so reinstalling the game unfortunately resets these for players. If you have any screenshots of your inventory, I'd recommend reaching out to Support to see if you can get some help with it though, but I hope you still have the progress in your game, as its tied to your game account.

You can contact Support with the following steps:

Restart: Force close apps and restart your device.
Updates: Check that you have the latest game and device updates.
Memory: Keep at least 2GB of free storage for smooth gameplay.
Connection: Use WiFi instead of cellular data.
Clear Cache:
- 🤖 Android: Settings > Apps > Candy Crush Soda > Storage > Clear Cache
- 🍏 iOS: Settings > Safari > Clear History and Website Data

LoFiGummy

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/3603926#Comment_3603926

Thank you for this information, I understand it's not possible to see what type of provider it is to be able to report the company for the ad, but I've reported it with the information available now. Hopefully we should be able to remove this ad very soon, thank you for your patience with us.

JamshaidHabib

Player ID is the same jamshaidhabib

JamshaidHabib

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/3602107#Comment_3602107

Screenshot_20260818_214436_0e3665b4f522c3b45c17d6631292456d.jpg

Please seethe attached screenshot taken at 21:45 on 18 August 2026.

Filou73

Bonjour j'ai exactement le même problème et c'est devenu injouable j'ai desinstalle et réinstalle le jeu du coup tout perdu mes bonus et le jours de connexions revenus à 0 j'étais à plus de 450... quelle solution ? 😡😡

JamshaidHabib

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/3602108#Comment_3602108

I have followed these steps and will get back to your after verifying the results.

LoFiGummy

Also, if you're regularly experiencing freezing in the game, I also recommend these steps to ensure nothing is wrong with your device:

Restart: Force close apps and restart your device.
Updates: Check that you have the latest game and device updates.
Memory: Keep at least 2GB of free storage for smooth gameplay.
Connection: Use WiFi instead of cellular data.
Clear Cache:
- 🤖 Android: Settings > Apps > Candy Crush Soda > Storage > Clear Cache
- 🍏 iOS: Settings > Safari > Clear History and Website Data

LoFiGummy

Hey there @JamshaidHabib, if you can give me the following information I can look to report it to the studio!

When did you see the ad last (time+date)
Do you have a screenshot of the ad?
What is your Player ID?