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Progress lost even after backing up accounts to my email.

I started playing this game a little while ago. I got close to level 300 maybe even more than that. I linked my accounts shortly after downloading the game on both my iPad and phone so I could play off of multiple devices. For whatever reason, my phone progress did not link to my iPad, and when I opened my iPad, it showed I was on level 57. Mind you, I was at least 250 levels ahead of this. I open up the app on my phone to figure out what is wrong, and it reverts me back to level 57 on my phone now as well. How did this happen? I thought the whole point of backing up progress was to be able to sync it and not loose progress, but now I’ve lost it? How does that make sense? I will not be repeating that amount of effort, and I will not be collecting those rewards all over again. If they can’t fix this for me I will just delete the game. I’m not going through all of those difficult levels all over again. Does anyone have any advice or have they experienced this and did they ever get back to you on how to fix it?

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Emmarose4

https://community.king.com/en/candy-crush-solitaire/discussion/comment/3325092#Comment_3325092

I tried doing all of this already and none of it worked. I’m still on level 57 on both devices. It also appears it took away collected rewards, postcards, and everything in the album I section that I have collected as well. I’m currently waiting on a response from King Support right now.

johamilton

Hi @Emmarose4 , so sorry you are having this problem. I know that is so frustrating. If you were logged in and had your game saved on both devices, it should not have done that. Have you deleted the app on one or both devices?

Let's do a soft reset - If you will please log out of your game. Turn off your device and let it set there for about 10 seconds. Turn you device back on and log in with your email and password. If it is sitting on level 1, please play a couple levels and repet the above. See if you are now sitting at your correct level.

Pleae check to see if you have any updates also. If you are using 2 devices, make sure they are updated on the same version. I am playing on apple devices and 1.6.174 that is in US.

Just one more question if you don't mind. When you were dropped on levels, was everything else the same. For instance, you card deck, your albums, Postcards?

Please let us know if this worked for you. If it did not, you need to go to our wonderful people in Players Support. For your convenience here is the link ~ Contact Us

They will ask your for your King ID. If you do not know how to find that here is the steps

Tap on the cob wheel, bottom left corner

Tap on My Account

You will see the yellow King logo ~ double tap on that and it will give you the King ID for your account. 💕