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Alphabetty saga gold bars

Donna_Holt
Donna_Holt Posts: 6

Level 1
in Support

Have previously purchased bars but now receive message that no Internet connection is found however I am connected.  Have updated, uninstalled & reinstalled but this has made no difference. Please advise of how to rectify.

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Answers

  • Cezdiamond
    Cezdiamond Posts: 6,498

    Hi Donna- Thanks for posting on King Care. I am sorry that you have been experiencing a problem with your game connection.

    - Do you still have the Gold Bars that you bought? 

    - When do you see the error message? 

    - Are you connected to Facebook or the Kingdom? 

    Thanks! 

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  • Donna_Holt
    Donna_Holt Posts: 6

    Level 1

    Thank you for responding to my question. 

    I haven't lost any bars purchased.

    I see the error message when trying to buy via tapping the + symbol next to the number of bars on hand and whusinging  "continue for 9 gold bars" (only have 4 left)

    Login is through Facebook.  I am able to send and receive lives but the incoming lives come through every few days in multiples  

    Regards

    D

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  • Cezdiamond
    Cezdiamond Posts: 6,498

    Thanks so much for getting back to me. Please could you try these steps? 

    Here are a few steps which fix the vast majority of issues:    

    - First, we have to force close the Apps. to do this double click the home button and a scroll menu will appear.

    - Swipe each open app up off the screen.

    - Next please follow this chain. Settings>Apps/App Manager>Game>Clear Cache.

    - From here you will see an option to scroll across and choose ''All'' - once there find Google Play Store then Clear Cache.

    - Finally please turn off your device and leave it for two minutes.

    - Turn the device back on and try to make a purchase again. 

    Have a lovely week! 

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  • Donna_Holt
    Donna_Holt Posts: 6

    Level 1

    Thanks so much for getting back to me. Please could you try these steps? 

    Here are a few steps which fix the vast majority of issues:    

    - First, we have to force close the Apps. to do this double click the home button and a scroll menu will appear.

    - Swipe each open app up off the screen.

    - Next please follow this chain. Settings>Apps/App Manager>Game>Clear Cache.

    - From here you will see an option to scroll across and choose ''All'' - once there find Google Play Store then Clear Cache.

    - Finally please turn off your device and leave it for two minutes.

    - Turn the device back on and try to make a purchase again. 

    Have a lovely week! 

    Thank you for the step through on a possible solution however after following the guide I am still not able to make a purchase Regards D
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  • Donna_Holt
    Donna_Holt Posts: 6

    Level 1

    Thank you for the step by step possible solution but it has not been successful in resolving the issue.  

    I have done it on both the android devices that I use but the issue continues. 

    Regards and again thank you 

    Donna

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  • Cezdiamond
    Cezdiamond Posts: 6,498

    Hi Donna- I am really sorry that you are still experiencing a problem. Please could you let me know the following information? 

    - Which device  model you are playing on?

    - Which version of Alphabetty Saga you have installed? (Located in the Play store)

    - What is the exact error message? 

    - When did the problem start? 

    Thanks a lot! 

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  • Donna_Holt
    Donna_Holt Posts: 6

    Level 1

    Thank you for your responses so in trying to solve the issue. 

    I primarily use my mobile phone - Galaxy S4. 

    The message is "Failed to add gold bars.  Unable to make purchase please try again later".

    It started as an intermittent problem approx 4 months ago disallowing me to purchase the smaller gold bar packages.  Then in July, I made a purchase of the largest package, this was used up by early August and I have been receiving the failure message ever since on all packages.  

    Also the "no Internet connection" error started to appear in July when trying to collect the free gold bars after watching a video. 

    I hope we can find a solution because I really enjoy this word game. 

    Regards

    Donna

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  • Cezdiamond
    Cezdiamond Posts: 6,498

    Thanks a lot for getting back in touch with  me. I am sorry to read that you have been experiencing some problems. Please could you try these steps for me? 

    - First, we have to force close the Apps. to do this double click the home button and a scroll menu will appear.

    - Swipe each open app up off the screen.

    - Next please follow this chain. Settings>Apps/App Manager>Game>Clear Cache.

    - From here you will see an option to scroll across and choose ''All'' - once there find Google Play Store then Clear Cache.

    - Finally please turn off your device and leave it for two minutes.Turn the device back on and try to make a purchase again. 

    Let me know how you get on :-) 

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  • Donna_Holt
    Donna_Holt Posts: 6

    Level 1

    Thank you for continuing to try to help but unfortunately after trying the cache clearing and restart solution again I am still unable to make a purchase. 

    Regards 

    Donna 

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