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Hey there and welcome to the forum!

Did the prize perhaps have a time limit on it? In that case, it will only last for a certain amount of time.

Otherwise, I would recommend the following:

• 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

It could be that the internet connection was unstable when it happened, but it should get back if you try these steps!