No streak Incentive Power Ups

jdmarshall

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Hello King Support Team,
I’m reaching out because I’ve been experiencing a consistent bug in Candy Crush Solitaire that I believe deserves a closer look from your technical team.
Here’s what’s happening:
When I earn power-ups through a winning streak, they do not appear or become available for me to use when I enter a new level. However, at the end of the level — if I lose or choose to quit — the game displays a message indicating that I will forfeit those power-ups. This means the game acknowledges I have them, but never actually lets me use them.
I’ve done extensive troubleshooting on my end to rule out a device-specific issue:
• Uninstalled and reinstalled the app
• Restarted my account
• Logged in on a completely different device
The bug occurs across all devices, which tells me this is a server-side or account-level issue — not something on my end.
To make this as clear as possible, I have recorded a video showing:
1. Me entering a level with no power-ups visible or available
2. The end-of-level screen stating I will lose power-ups if I quit
I’d like to share that video directly with your technical team. Could you please advise the best way to submit it, or escalate this to someone who can review it?
I’ve already been through general support and haven’t received a resolution, so I’m hoping this evidence helps move things forward.
Thank you for your time and I look forward to hearing from you.

johnathan

Colorbomb_Collector

Hi there, welcome to the Community @jdmarshall

I understand your concern and I will provide you with more details on this.

Based on the images you have sent, you have Bet Up active in your game, as shown on the image you sent. We can see that because of the "x8 bonus" active in your game.

Please note that the x8 bonus you have active does not award any additional pre-game boosters as those aren't shown.

Please note that depending on the tests our team is running, it's possible for some features or parts of a feature to not be available for everyone at the same time. It's also expected for some features to go missing entirely. Rest assured, these will be replaced by another feature, some other players may not have.

I hope this helps and wish you a nice day!

Colorbomb_Collector

Hi there, welcome to the Community @jdmarshall

I understand your concern and I will provide you with more details on this.

Based on the images you have sent, you have Bet Up active in your game, as shown on the image you sent. We can see that because of the "x8 bonus" active in your game.

Please note that the x8 bonus you have active does not award any additional pre-game boosters as those aren't shown.

Please note that depending on the tests our team is running, it's possible for some features or parts of a feature to not be available for everyone at the same time. It's also expected for some features to go missing entirely. Rest assured, these will be replaced by another feature, some other players may not have.

I hope this helps and wish you a nice day!