Candy Crush Soda Saga

Hello @Brenda_Brown welcome back to Soda community 😀

you've received notifications because you're the original author of this old support thread and your support query was about a connection issue and then you reported it was solved by reinstalling the app.

If you're experiencing a different problem then please submit a new query by tapping on "ask a question" green button at the top of Support Section of this forum

User ID is a great help but we'd need detailed description of the game issue and device model details as well.

thanks

So. The force close/wifi trick didn't work. But...drum roll....I uninstalled and reinstalled and had to log in thru Facebook. But I got my levels back! Will do the same on my other devices.

Thanks for all the help you give to all the frustrated players.

All comments

Hello @Brenda_Brown welcome back to Soda community 😀

If you're experiencing a different problem then please submit a new query by tapping on "ask a question" green button at the top of Support Section of this forum

User ID is a great help but we'd need detailed description of the game issue and device model details as well.

thanks

I had a link to this in my email. I haven't posted anything on this subject. However I have posted regarding some problems and still need help. My ID is 1982578213 and I am in the US.

Hello @CharlieMH

connection error affecting UAE players has been handled

If you see this error

This error can be determined by various causes but unfortunately troubleshooting steps don't help. Reinstalling the app is usually able to solve it to let you play normally again. If it doesn't, let me know. If you use a King or Facebook account, after reinstalling the app your progress can be retrieved up to the point your app wasn't displaying that error yet. Boosters can be lost permanently as they're only saved on device local memory and not King servers.

Contact King Player Support if you need to restore your progress and purchased items:

If you progress is partially or entirely lost after reinstalling the app, create an account if you don't have one already and contact Player Support so they can manually restore your progress on your account:

How to contact Player Support: open soda app - visit settings- click "?" Icon- visit "my game progress"- "how do I save progress"- scroll down and click "contact us". Please be sure to select "Problems with my Game" and then "Game didn't save", add your current level and send.

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If you lost purchased items that you didn't use, you may ask Player Support for a replacement. More infos here

Items obtained for free in the game can't be refunded as per terms and conditions of the game. More infos here.

CharlieMH

I can't get connection with server from SE England....

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/2339290#Comment_2339290

Hello @paps52

sorry to hear about this. You should be able to get your levels back once the connection error is gone and you're able to log in.

Are you playing from UAE? there's an ongoing connection error that is affecting UAE players and the Game Studio is working hard to find a solution

you may follow developments about this issue here

Cannot log in from Facebook also

I am still getting the connection error I reinstalled the app and all my levels r gone I have come on level 1

pls help it’s really frustrating

So. The force close/wifi trick didn't work. But...drum roll....I uninstalled and reinstalled and had to log in thru Facebook. But I got my levels back! Will do the same on my other devices.

Thanks for all the help you give to all the frustrated players.

Thanks for covering so well. Will be out for a while. But will look at this afternoon.

Thanks again.

@Brenda_Brown the error text is an umbrella term that may cover various problems.

The most common reason is that the game app got damaged and is offline as a result. It's very hard to make it go away with troubleshooting. Then, the only solution would be to reinstall Soda app because Player Support (customer service) cannot be contacted directly from the app if it's offline.

This has been the only solution for the past years.

Currently there's a issue showing the same error message for players from UAE. For them, not even reinstalling works as it should, message is still being displayed and game is offline, so the Game Studio is investigating.

If you use a King/Fb account to save your levels, you'll be able to retrieve them after reinstalling, up to the point your app was online and was saving your progress on King servers. However you would lose all your boosters because they're saved on device local memory.

For more infos please keep reading:

---

If you see "there was a connection error, try again in a bit" , I can suggest you try this trick to see if it works, it helped me 1 out of the 2 times it happened to me

force close the app (or make sure it's not running in the background)- switch off your internet connection - start the app but don't click "play" yet - switch on internet connection- then click "play"

If this doesn't work then the only solution to fix this problem is to uninstall and reinstall Soda app.

This type of error appears when something unknown goes wrong in Soda app and it often signals that the game app got damaged. (This doesn't mean that there's something wrong with your device)

In this state, your game is offline: you can't play normally, save progress and make purchases. You can't contact Player Support directly from your app so they can't look into it.

Unfortunately, uninstalling the app will delete all your boosters (they're saved locally on your device) and recent progress you made while being offline due to this problem. If you have a King/ Facebook account, you'll be able to retrieve all the gold bars and progress you made before this problem arised.

It's not ideal at all but it will allow you to play normally again.

-----

If you lost purchased items that you didn't use, you may ask Player Support for a replacement. More infos here

Items obtained for free in the game can't be refunded as per terms and conditions of the game. More infos here.

Sorry. I've gotten behind you.

I have been reading back into the past comments and the dates are pretty old. I have pretty much done all the suggestions except uninstalling and since I'm not connected would hate to lose my levels.

Started middle of last week.

USA. On Android cell and tablet.

And am unable to do my other King games.

I see posts on this exact problem going back at least 2 yrs. Must have lost a bunch of players if it still not solved.

Though if you're saying this has been happening for 2 years in your game and not these past recent weeks then the case is different and the only solution would be to reinstall the app.

Let me know🙂

Hello @Brenda_Brown and welcome yo Soda community!

Unfortunately we don't have updates on the problem that has been reported by players from UAE. We are told that the Game Studio is still working on it

Which country are you playing from?

How long have you been seeing this error in your game?

Thanks

Accepted answers

So. The force close/wifi trick didn't work. But...drum roll....I uninstalled and reinstalled and had to log in thru Facebook. But I got my levels back! Will do the same on my other devices.

Thanks for all the help you give to all the frustrated players.

Hello @Brenda_Brown welcome back to Soda community 😀

If you're experiencing a different problem then please submit a new query by tapping on "ask a question" green button at the top of Support Section of this forum

User ID is a great help but we'd need detailed description of the game issue and device model details as well.

thanks

All comments

Hello @Brenda_Brown and welcome yo Soda community!

Unfortunately we don't have updates on the problem that has been reported by players from UAE. We are told that the Game Studio is still working on it

Which country are you playing from?

How long have you been seeing this error in your game?

Thanks

Though if you're saying this has been happening for 2 years in your game and not these past recent weeks then the case is different and the only solution would be to reinstall the app.

Let me know🙂

USA. On Android cell and tablet.

And am unable to do my other King games.

I see posts on this exact problem going back at least 2 yrs. Must have lost a bunch of players if it still not solved.

Started middle of last week.

Sorry. I've gotten behind you.

I have been reading back into the past comments and the dates are pretty old. I have pretty much done all the suggestions except uninstalling and since I'm not connected would hate to lose my levels.

@Brenda_Brown the error text is an umbrella term that may cover various problems.

This has been the only solution for the past years.

For more infos please keep reading:

---

If you see "there was a connection error, try again in a bit" , I can suggest you try this trick to see if it works, it helped me 1 out of the 2 times it happened to me

force close the app (or make sure it's not running in the background)- switch off your internet connection - start the app but don't click "play" yet - switch on internet connection- then click "play"

If this doesn't work then the only solution to fix this problem is to uninstall and reinstall Soda app.

This type of error appears when something unknown goes wrong in Soda app and it often signals that the game app got damaged. (This doesn't mean that there's something wrong with your device)

In this state, your game is offline: you can't play normally, save progress and make purchases. You can't contact Player Support directly from your app so they can't look into it.

It's not ideal at all but it will allow you to play normally again.

-----

If you lost purchased items that you didn't use, you may ask Player Support for a replacement. More infos here

Items obtained for free in the game can't be refunded as per terms and conditions of the game. More infos here.

Thanks for covering so well. Will be out for a while. But will look at this afternoon.

Thanks again.

So. The force close/wifi trick didn't work. But...drum roll....I uninstalled and reinstalled and had to log in thru Facebook. But I got my levels back! Will do the same on my other devices.

Thanks for all the help you give to all the frustrated players.

I am still getting the connection error I reinstalled the app and all my levels r gone I have come on level 1

pls help it’s really frustrating

Cannot log in from Facebook also

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/2339290#Comment_2339290

Hello @paps52

sorry to hear about this. You should be able to get your levels back once the connection error is gone and you're able to log in.

Are you playing from UAE? there's an ongoing connection error that is affecting UAE players and the Game Studio is working hard to find a solution

you may follow developments about this issue here

CharlieMH

I can't get connection with server from SE England....

Hello @CharlieMH

connection error affecting UAE players has been handled

If you see this error

Contact King Player Support if you need to restore your progress and purchased items:

-----

If you lost purchased items that you didn't use, you may ask Player Support for a replacement. More infos here

Items obtained for free in the game can't be refunded as per terms and conditions of the game. More infos here.

I had a link to this in my email. I haven't posted anything on this subject. However I have posted regarding some problems and still need help. My ID is 1982578213 and I am in the US.