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Error: Couldn't connect. Go online to download episodes (Reported to the Studio)

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Answers

  • Chrisho
    Chrisho Posts: 9

    Level 2
    Ever since the last update of Candy Crush Soda Saga I haven’t been able to log in to the kingdom using my email, and the 693 gold bars I own disappeared. I play on my Android mobile device. Please help.
  • QueenB
    QueenB Posts: 15,430
    Welcome to our Community @Chrisho🤗

    All looks fine f rom our system so you might want to try reconnecting the game app to Kingdom and see if that helps. In order to do this on your Apple device:

    - Disconnect the game from Kingdom (if connected).
    - Clear cache from your Safari: http://www.imore.com/how-clear-stored-website-data-ios-7-safari (very important). 
    - Restart the device and try connecting the game back to Kingdom.

    Hope this does the trick :)
  • Chrisho
    Chrisho Posts: 9

    Level 2
    @QueenB
    Thanks for you reply!

    Actually the problem happened to my other kingdom account: sww@shd.edu.hk

    The number of gold bars are still 0, and I can’t log in to my kingdom account or access online races like the bubblegum hill.

    Thanks in advance for you help!
  • QueenB
    QueenB Posts: 15,430
    Thanks for clarifying!

    So all good with this account as well as I can see the Gold bars are available, did you try the steps I've provided above?

    Just make sure you connect the game app back to Kingdom using this email address sww@shd.edu.hk 
  • Chrisho
    Chrisho Posts: 9

    Level 2
    @QueenB

    Thanks for helping! I am playing on an Android mobile device for the sww@shd.edu.hk account, do I follow the same steps?

    Thanks and sorry for all the questions!
  • QueenB
    QueenB Posts: 15,430
    Aha, sorry about that 😬

    Ok, so the steps are different for Android, and that is basically to reinstall the game app. This will mean that any saved up boosters, lives and progress made on extra features will be reset but your game progress and Gold bars will be fine.

    Does level 2494 sound correct? If yes, go ahead and reinstall the game app and make sure it gets connected to the email you have provided.

    I'll make sure you get a compensation once the issue has been solved 😉
  • candysodaLAFL
    candysodaLAFL Posts: 12

    Level 2

    @QueenB
    Deleted and reinstalled and it’s fixed the problem BUT it’s taken me back to  old levels. 
    I have been playing candy soda 2106 and candy friends 241. 

    Can you please fix this ?

    Thanks! 

  • candysodaLAFL
    candysodaLAFL Posts: 12

    Level 2
    candysodaLAFL said:

    @QueenB
    Deleted and reinstalled and it’s fixed the problem BUT it’s taken me back to  old levels. 
    I have been playing candy soda 2106 and candy friends 241. 

    Can you please fix this ?

    Thanks! 

     @Xarly@QueenB I also lost all my boosters I had for the games. 
  • candysodaLAFL
    candysodaLAFL Posts: 12

    Level 2
    @QueenB can you assist see below this is where I was in the games? @Xarly


  • QueenB
    QueenB Posts: 15,430
    Hi @candysodaLAFL I'm not sure I understand your issue... have you lost your game progress or have you lost your Boosters? 

    What do you want to show me with the screenshots you added? 

Hey! Would you like to give us your opinion?

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