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Game will not allow me to progress

Ingridi
Ingridi Posts: 2

Level 1
in Support
I have completed level 1329 17 times. Each time it says you're experiencing an error, try again in a moment.  I've used hundreds of lives, lost my place in the race, etc. I've sent in 2 separate support requests, and only received form replies not addressing the issue.  I've cleared cache, etc, as per FAQ responses, but still no luck.  I play on Facebook on laptop.  Please help...this is my last time requesting a response before deleting the game for good!!! I do not want to play the same level over and over forever
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Answers

  • SMC52
    SMC52 Posts: 1

    Level 1
    Hello, I'm a new member but I've played Candy Crush Soda Saga for over a year off & on. I can't get past level 199 at all, I was wondering if I was playing the game wrong. The tries to get the soda & go forward are so limited that I end up with a way to get more points but my turns have run out. What can anyone suggest? Thanks, SMC52
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  • PummyRaj
    PummyRaj Posts: 42,996
    Hello @Ingridi and @SMC52, Hearty Welcome to the Candy Soda section of our friendly King Community :) 

    I am very sorry to hear about the issue in your games!!  It is really strange that you had to play your last level number of times, still you are not progressing to the next level!!!  

    @Ingridi, did you try this troubleshooting steps -->
    Browsers:  https://community.king.com/en/candy-crush-saga/discussion/218696/web-browser-update
    ** Usually, these steps help with any and all issues!!  Please let me know!

    @SMC52, what device are you using to play the game?  If you are also playing on PC, please take a look at the link above for Browsers.

    If you are using a mobile device, please check these trouble shooting steps if you haven't already...
    Android - https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device
    iOS - https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device
    If none of those steps work, we can go with the "Delete & Re-install" the App.  But, that will delete all our stocked up boosters from the game :o

    Both of you please post back how the troubleshooting went and if you need further assistance.  If so, I can elevate this to our Community Manager :+1: 

    Hoping for the Best!  Have a nice day/evening!
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  • PummyRaj
    PummyRaj Posts: 42,996
    Ingridi said:
    I've sent in 2 separate support requests, and only received form replies not addressing the issue. 

    Please help...this is my last time requesting a response before deleting the game for good!!! I do not want to play the same level over and over forever
    Hi @Ingridi, 

    When we write to the "Customer Support" team, the initial response we receive is an automated response which includes a ticket number along with some troubleshooting steps, etc.,  Since it is a bot response, it might be the same response that all players who have complained will receive!! 

    We do not have to pay attention to that unless our issue fits with any of the troubleshooting steps provided by the bot!  Usually, for any complaint, the Support team will react within 3 days and send another email to us.  Just in case if you have not heard from them by then, you can always send a reply to that automated message and give a heads-up.  But, if they have not get back to you in time, it means that they are backed up with complaints!!  

    But, now, it is not needed.  Since you are on the Community, your issue will be taken care of.  Like I've mentioned in above post, if the issue is not rectified with the trouble shooting steps, please post back and I will elevate to the Community Manager. 

    They will be needing your game user ID number to look into it.  Since you are playing through Facebook, use this link to find it  https://www.facebook.com/help/1397933243846983

    Please let me know the result after the troubleshooting along with your ID :+1:  

    Hope the issue gets resolved soon and you will forward to the next levels!!  Have a nice day/evening! 
    Flag · Helpful Sweet Love Haha
  • PummyRaj
    PummyRaj Posts: 42,996
    Hello again @SMC52, 

    What device are you using to play the game and are you logged in through Facebook OR King account?  

    If this issue needs to be elevated to the Community Manager, they will need your game user ID number.  If you are on Facebook, use this link  https://www.facebook.com/help/1397933243846983

    If you are logged in through King account, use this link  to find your ID  https://community.king.com/en/candy-crush-soda-saga/discussion/247075/what-is-my-user-id-and-where-can-i-find-it/p1?new=1

    Please post back your game ID number as well as the result after the trouble shooting!

    Hoping for the issue to be solved soon!  Have a nice day/evening!
    Flag · Helpful Sweet Love Haha

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