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Level progress is gone
Comments
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Hello, @echogman! Welcome to the Community! 🙂I am sorry you have lost your game progress! Do you access the game through your Facebook account or your Kingdom account? It is important that you back up your game progress periodically by logging into the game using one of these methods, so that in the future your data can be easily recovered. The option to save your game through Facebook is presented right away when you open your game app. If you play connected to the Kingdom, you can find the option in the in-game settings.If you are having trouble retrieving your progress, there are different steps you can take to try and recover your game depending on the device you use:
Select this option if you are playing on an Android device and playing through Facebook.
Select this option if you are playing on an Apple device and playing through Facebook.
If neither of these apply to you, please let me know which device you are using and I can try to further assist you.
Thank you!
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Hello, @kimmykim2! Welcome! 👋
Based on what you have said, I assume you are playing Candy Crush Soda Saga through Facebook? If you have already tried the troubleshooting steps described in this thread, the next step would be to check and make sure your app permissions haven't expired. When you give an app access to your Facebook account, that access expires after 90 days. Once it passes that date, the app loses access to your account, which may stop it from working as intended. Please try following the instructions here on how to renew access to your account.
If you are still unable to retrieve your game progress after trying these steps, please leave your User ID, along with your device details and the game app version you are using. With this information I can get in contact with the CM team and they can further assist you. You can find your User ID by opening the game app, clicking on Profile and tapping on the King logo at the top of the window. I also need to know if this is the same device you have been using right along, or if you have recently switched to a new one?
Thank you! 🙂
