I cannot open the presents.

ang5000ang5000 Posts: 55 ✭✭
edited January 4 in Support
i go to open the present and then I get claiming failed and it also says the gift is ready but something went wrong. please try again. I am play on facebook.

Best Answers

  • ang5000ang5000 Posts: 55 ✭✭
    Accepted Answer
    thank you it is fixed.
    Accepted Answer
Prev1

Answers

  • Jelly_JennyJelly_Jenny Posts: 1,902 Community Moderator
    Hi ang5000, 

    Could you give these steps a try if you continue to have issues:
    https://community.king.com/en/diamond-diaries-saga/discussion/246540/game-crashing-or-not-loading-in-facebook/p1?new=1

    And if everything else fails try opening the game with a new incognito / private window and see if that helps. 

    I hope you're back playing soon!

    / Jelly Jenny 

    New to Candy Crush Saga or Community? Check out Beginner's Corner here!
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  • ang5000ang5000 Posts: 55 ✭✭
    I can play just fine it is the present/reward that I can not open but if you would read what I wrought you would know that because sometime I think you do not read.  
  • Jelly_JennyJelly_Jenny Posts: 1,902 Community Moderator
    Don't be confused by the title of the article - I sent you those in order to help with the error you're having. 

    And again if they do not work, please try opening the game with a new incognito / private window and see if that helps. 

    / Jelly Jenny 

    New to Candy Crush Saga or Community? Check out Beginner's Corner here!
    New competition in Candy Crush Saga! Check it out here!
    New Superstar competition in Blossom Blast Saga here! 
  • ang5000ang5000 Posts: 55 ✭✭
    1 the article does not help because i can play the game just fine. 2 i am not a computer person  so i have no idea what the other thing you are talking about. 3 i went to play it on google but the present is not there.

  • Anne-12Anne-12 Posts: 1
    I have the same problem.  I now have 2 presents that say "The gift is ready but something went wrong.  Please try again."  I've tried the private window in Firefox and the incognito window in Chrome, in both those cases, I have no presents at all.  I've cleared the cache as well.  No such luck.
  • ang5000ang5000 Posts: 55 ✭✭
    now i have 2 presents too.  where is someone who can really help.
  • Jelly_JennyJelly_Jenny Posts: 1,902 Community Moderator
    Anne-12 said:
    I have the same problem.  I now have 2 presents that say "The gift is ready but something went wrong.  Please try again."  I've tried the private window in Firefox and the incognito window in Chrome, in both those cases, I have no presents at all.  I've cleared the cache as well.  No such luck.
    Thanks for these details and for trying out the steps :+1:

    We'll check this with the game team. If you are keen on helping us out even more, please could you send me a screenshot of the info that comes up when you click on this link (do not scroll down the page):

    For instructions how to take a screen shot, please visit:
    www.take-a-screenshot.org

    Thanks! 

    Jelly Jenny 

    New to Candy Crush Saga or Community? Check out Beginner's Corner here!
    New competition in Candy Crush Saga! Check it out here!
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  • sabmu1sabmu1 Posts: 2
    Good day twice since yesterday I've completed the diamond diaries map to collect the diamonds and I have not been able to collect the reward, it says claim reward and when I click it, it just disappears. So far I have lost out on claiming 20 gold bars. What's going on can I get some sort of redress. Its not far that I'm catching my ass to collect the required diamonds to complete the maps and then nothing.... I'm really pissed cause I've waited patiently for the maps to come back 
    I play on my phone because I cannot get it to load on my computer 
  • ang5000ang5000 Posts: 55 ✭✭
    now it is 3 presents. is there someone who can really help?
  • PummyRajPummyRaj Posts: 6,658 Superstar
    edited December 2018
    Hello @ang5000!

    Would you mind me asking in WHAT GAME you are having this issue??  I have seen your other posts... they are in different game sections but the same issue!!  I do understand about not able to open the present.  I also understood that you are having this issue on the Mobile device.  May I know which device it is? 

    For me on my Mobile Phone, it happens / happened ONLY on Farm Heroes Saga and sometimes Farm Heroes SUPER Saga.  When it happens, I will try to restart the phone, turn off the Wifi & turn it on again, etc., after a couple of trials, it will work & I will be able to open my present.  You have posted the complaint in "Pepper Pear Saga", "Diamond Diaries Saga" section too.  I do not play "Pepper Pear Saga" but, do play "Diamond Diaries".  In this game, there are NO gifts but only Mystery Boxes. 

    I am sure there is a fix for the issue you are facing too :+1:  Only thing is, I need more details please!   So, can you please post your reply with ---
    1) the Name of the Game you are having issue;
    2) Device you are playing;
    3) Did you try any of the "trouble shooting tips".

    Will come back to you after you post your reply.  Have a nice day/evening! 


    🍭❄️ It's going to be Friend-Tastic
    Help our Studio for a chance to win 10 Gold bars here 🍭🌟
  • Billy123Billy123 Posts: 11 ✭✭
    I got my gems for 400 present opened no gold please give me my 10 gold back 
  • PummyRajPummyRaj Posts: 6,658 Superstar
    Hello @Billy123!  Welcome to the "New" KING Community :)

    I am thinking you are asking about the 10 Gold Bars in the game "DIAMOND DIARIES SAGA".  Looks like you have not received them after collecting 400 Diamonds? 

    I am tagging this post to the Community Manager @Jelly_Jenny.  She will be able to help you with this issue :+1:

    In the mean time, were you able to take a screen shot when this issue occurred?  It will be more helpful for the CMs to understand the issue & look into the issue when we provide as much details as possible and also some screen shots whenever possible.  Just an input for next time  =)

    Hoping for the best!  Have great day/evening!


    🍭❄️ It's going to be Friend-Tastic
    Help our Studio for a chance to win 10 Gold bars here 🍭🌟
  • Jelly_JennyJelly_Jenny Posts: 1,902 Community Moderator
    Hi @Billy123

    Yes, like @Pummy_Raj mentioned a screenshot is always super helpful for us to understand the issue better. And if we need to notify the game studio about it, we would need as much information as possible. 

    In the meantime I have added the 10 Gold Bars to your game in case you missed out on those. 

    Have a great day! 

    Jelly Jenny 


    New to Candy Crush Saga or Community? Check out Beginner's Corner here!
    New competition in Candy Crush Saga! Check it out here!
    New Superstar competition in Blossom Blast Saga here! 
  • Billy123Billy123 Posts: 11 ✭✭
    Thank you very much it was just that one time when the counter returned and it didn't give me anything but since that it is working fine now thank you once again for returning my gold . This is the best game ever I love it ❤️❤️
  • ladybossladyboss Posts: 3
    I havent been able to open mine either. And when i did try to open it in another window it disappeared. Now i dont have any to open nor do i have any daily log in presents. Had this problem for 3 weeks now and still unsolved. 

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