Candy Crush Soda Saga

Welcome to the Candy Crush Soda Saga community!

Home
Support

Discussions
Share news, updates, or anything Soda-related you'd love to chat about!
Support
Get help for your Soda game here!
Contests
Join competitions for a chance to win Gold Bars and other Sodalicious prizes!
Level Help & Tips
Need help with a tricky level in Candy Crush Soda Saga? Or want to share a clever trick? Here's the place!
Ideas
Got a feature idea? Share your thoughts to help make Soda even better!

Why am I not receiving purchases until I sign out/sign back in

When I make a purchase, I do not receive the items until I sign out and sign back in. This just started happening to me a couple days ago. What is going on. If I try to purchase gold and I'm at the end of a level, then I lose my progress because I have to sign out and back in. :(

To Ask Your Question:

Accepted answers

Pitty_Kitty

Hello @rosie25

community manager let me know this issue was looked into by the developers and it should be fixed now 🙂

let me know if you're able to make purchases normally

If you'd like to make a refund or have more questions about the purchases made please contact King Player Support as they can better assist you, instructions in the comment above 🙂

All comments

rosie25

Hi Pitty_Kitty,

I did the same scenario as before, buying 10 gold bars. Everything worked fine. I'll try others down the road as they come up. Thank you so much for your help!

Pitty_Kitty

Hello @rosie25

community manager let me know this issue was looked into by the developers and it should be fixed now 🙂

let me know if you're able to make purchases normally

If you'd like to make a refund or have more questions about the purchases made please contact King Player Support as they can better assist you, instructions in the comment above 🙂

Pitty_Kitty

As for the items you bought but didn't receive, it'd be best to contact King Player Support and ask for a refund 🙂

How to contact King Player Support from Soda app in mobile devices and Windows 10, 11 computers: launch soda app - visit settings- click "?" Icon- visit "purchases and gold bars"- "why haven't I received my purchase"- scroll down and click "contact us". Fill in the form, explain your problem and send.

Check out this guide for directions step by step: 👇️

How to contact Player Support from the game to report Purchase issues!

If you have trouble contacting from the app, then contact Support from here. Select: "problems with my purchase" and "purchased items not received". Explain the problem.
It might be helpful to add your game user ID in the form so your gaming account can be easily located by support.

Pitty_Kitty

Thank you @rosie25

I'll forward this to community manager so we can find out more what's going on 🙂

rosie25

Oh and btw - I do get charged for the purchases.

rosie25

My user id is

rosie25

I am using a Windows 10 laptop.

Steps to what I am doing.

Before trying to buy gold.

Buying 10 pieces of gold

Entered my pin and box to buy comes up. (I crossed out my name and last 4 digits of the credit card in the screen shot)

Then I select Buy

It asks like it’s connecting to server and (spinning thing happens), then I just get the following and it never returns to the game. Notice Buy button is grayed out.

I close the dialog with the X on the right top of box.

More spinning, then

I select Continue

Then try to buy again. This time I receive,

I have to use the X at the top of the dialog to close this – the Close button doesn’t work. Again I receive the message no money was taken from my account.

If I go back to the game, same amount of money as before.

If I then log out of the game and back in using my email address and restart the Soda

The gold shows up

Note: If the cake is being baked and I go into that, I receive all the rewards again. Also when I bought the last Detective Season Deluxe awards I didn’t receive the boosters you use inside the game (lollipops, striped lollipops, hand. This is after logging out/logging back in and restarting the game.

Thanks for your help!

Pitty_Kitty

In case you need directions on how to take a screenshot:

how to take a screenshot: https://www.take-a-screenshot.org/

Save the image on your device storage if you use a computer.

Upload the image from your device to this forum discussion. Click the icon circled in red that shows a mountain:

Pitty_Kitty

Hello @rosie25 and welcome to Soda community!

What do you mean you have to sign out and sign in? What kind of message does Soda app show when you try to make a purchase, would you be able to take a screenshot? it'd be helpful
which device do you use to play Soda? make and model please
What is your game ID number? How to find your user ID on Soda app: here

Please check troubleshooting steps and let me know if the issue persists afterwards, it's important to know before we move on with the investigation of the issue. thanks

heck for Soda and device updates
check that your device has at least 2 GB of free storage
provided you have a King account to save your progress try to log out- close game - clear cache* - restart device - open game - log in and pass any level to make sure you reconnected to the server
you might need to repeat the steps above 3-4 times

*it depends on on the type of the device. Read all details here.

If you own Android mobile, visit device Settings - Apps - Candy Crush Soda Saga - Storage - Clear Cache. Be careful not to click "clear data" which deletes your boosters

If you own Apple mobile, visit Settings - Safari - Clear History and Website Data

Accepted answers

Pitty_Kitty

Hello @rosie25

community manager let me know this issue was looked into by the developers and it should be fixed now 🙂

let me know if you're able to make purchases normally

If you'd like to make a refund or have more questions about the purchases made please contact King Player Support as they can better assist you, instructions in the comment above 🙂

All comments

Pitty_Kitty

Hello @rosie25 and welcome to Soda community!

What do you mean you have to sign out and sign in? What kind of message does Soda app show when you try to make a purchase, would you be able to take a screenshot? it'd be helpful
which device do you use to play Soda? make and model please
What is your game ID number? How to find your user ID on Soda app: here

Please check troubleshooting steps and let me know if the issue persists afterwards, it's important to know before we move on with the investigation of the issue. thanks

heck for Soda and device updates
check that your device has at least 2 GB of free storage
provided you have a King account to save your progress try to log out- close game - clear cache* - restart device - open game - log in and pass any level to make sure you reconnected to the server
you might need to repeat the steps above 3-4 times

*it depends on on the type of the device. Read all details here.

If you own Android mobile, visit device Settings - Apps - Candy Crush Soda Saga - Storage - Clear Cache. Be careful not to click "clear data" which deletes your boosters

If you own Apple mobile, visit Settings - Safari - Clear History and Website Data

Pitty_Kitty

In case you need directions on how to take a screenshot:

how to take a screenshot: https://www.take-a-screenshot.org/

Save the image on your device storage if you use a computer.

Upload the image from your device to this forum discussion. Click the icon circled in red that shows a mountain:

rosie25

I am using a Windows 10 laptop.

Steps to what I am doing.

Before trying to buy gold.

Buying 10 pieces of gold

Entered my pin and box to buy comes up. (I crossed out my name and last 4 digits of the credit card in the screen shot)

Then I select Buy

It asks like it’s connecting to server and (spinning thing happens), then I just get the following and it never returns to the game. Notice Buy button is grayed out.

I close the dialog with the X on the right top of box.

More spinning, then

I select Continue

Then try to buy again. This time I receive,

I have to use the X at the top of the dialog to close this – the Close button doesn’t work. Again I receive the message no money was taken from my account.

If I go back to the game, same amount of money as before.

If I then log out of the game and back in using my email address and restart the Soda

The gold shows up

Thanks for your help!

rosie25

My user id is

rosie25

Oh and btw - I do get charged for the purchases.

Pitty_Kitty

Thank you @rosie25

I'll forward this to community manager so we can find out more what's going on 🙂

Pitty_Kitty

As for the items you bought but didn't receive, it'd be best to contact King Player Support and ask for a refund 🙂

How to contact King Player Support from Soda app in mobile devices and Windows 10, 11 computers: launch soda app - visit settings- click "?" Icon- visit "purchases and gold bars"- "why haven't I received my purchase"- scroll down and click "contact us". Fill in the form, explain your problem and send.

Check out this guide for directions step by step: 👇️

How to contact Player Support from the game to report Purchase issues!

If you have trouble contacting from the app, then contact Support from here. Select: "problems with my purchase" and "purchased items not received". Explain the problem.
It might be helpful to add your game user ID in the form so your gaming account can be easily located by support.

Pitty_Kitty

Hello @rosie25

community manager let me know this issue was looked into by the developers and it should be fixed now 🙂

let me know if you're able to make purchases normally

If you'd like to make a refund or have more questions about the purchases made please contact King Player Support as they can better assist you, instructions in the comment above 🙂

rosie25

Hi Pitty_Kitty,

I did the same scenario as before, buying 10 gold bars. Everything worked fine. I'll try others down the road as they come up. Thank you so much for your help!

Quick Links

🚨 Somebody needs help!
📕 Help Center

Recent Announcements

🔧 Wrong profile picture in Candy Crush Soda Saga (Being Investigated)
Hi Soda fans! 💜 Some players have reported seeing a profile picture they didn’t choose in Candy Crush Soda Saga. This is a known visual issue, and our team is already working on a fix. What’s happening? You may see a profile picture that isn’t yours You might not be able to change your avatar right now 💡 Good to know: This…
🛠 Game Issues? Check Here Before Posting! 📝
🚨 Check the Help Center first! It's always up to date and available in 22 languages. Click here to go to the Help Center! 👈 🛠 How to fix common problems! Before you post, please follow these steps to fix many common issues: Restart: Force close apps and restart your device. Updates: Check that you have the latest game and…