Help with my team chat

That is weird @JVO123 🤔

Did you try troubleshooting:

provided you saved your progress with a King account, log out of the game - clear the cache -> not data  that will delete your boosters - power off your device for at least 1 minute - restart your device - check for game and device updates - log back into the game. Also make sure you have at least 2GB free memory storage to run the game smoothly and try to connect to a WiFi connection instead of using cellular data.

Clear cache in Android: go to settings - tap on apps - tap on candy crush soda - tap on storage - tap on clear cache (not data❗️)

Clear cache in iOS: go to settings - tap on Safari - tap on Clear history and website data

Hope this helps

Once you have saved your progress, you should be back at your last levels @JVO123 You will need to log in again using the same credentials. If you don’t find your progress back, you can contact Player Support so they can restore it manually.

To contact Player Support, if you happen to play on mobile:

Open the game app —> tap on the blue gear

- Tap on the ? mark

- Tap on “my game progress”

-  Tap on “the progress I made isn’t showing in my game”

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

If you don’t play on mobile or Windows app, you can contact Player Support Team HERE. Choose topic “problems with my game” , choose subtopic “game didn’t save”.Describe briefly your complaint, and don’t forget to mention your Game ID, how to find: HERE

Thanks

Hello @JVO123,

Even though you'd rather not hear moderators aking you to try troubleshooting steps, it is what we must do in order to understand what's going on in players' game since we cannot take a look ourselves. 🙂

It may be an one-off glitch that can be solved with troubleshooting or a potential bug that cannot be solved with troubleshooting. We cannot tell first if we don't try. But only in the latter case we moderatos are able to move forward with collecting gaming data and sending a problem report to community manager so the problem can be properly looked into and a solution can be found by the Soda Game Studio.

This is why we ask for players' collaboration in trying to understand what's going on in their games.

Troubleshooting in a game correctly connected to King servers shouldn't cause progress loss but I understand it may happen in some rare cases which is why Player Support can rectify this unfortunate event

I understand you'd rather not test troubleshooting and this time I won't insist since luckily another player reached out to community and fully reported a similar problem to this one.

But still, I'd kindly ask you the favour to share your gaming details as well since this is not a well known issue yet. This way I can pass them on the community manager in case they're needed in the investigation

• what device do you use? (make and model)
• what is your game user ID? (to find this unique number, tap twice on the King logo you see in Soda app profile settings. More infos here)
• what is the latest version of Soda app installed in your device?

thank you