🚫 Pet rescue saga game keep freezing on facebook - Edited by CM: Under Investigation!

Hi everyone 👋

Thanks for reporting this and for your patience while we look into it.

We’re aware that some players are experiencing freezing issues when playing Pet Rescue Saga on Facebook, where the game may stop responding and progress is not saved after reopening.

Our team is currently looking into this to understand what might be causing the problem.

In the meantime, if you're playing on Facebook, please try the following troubleshooting steps:

• Refresh the page before starting the game
• Clear your browser cache and cookies
• Make sure your browser is fully updated
• Try playing in a different browser to see if the issue continues

If the problem keeps happening, it would really help us if you could share a bit more information:

Which browser you are using
Your device type (PC or Mac)
When the freezing usually happens

This will help us pass more details to the team investigating the issue.

Thanks again for bringing this to our attention and we’ll update this thread as soon as we have more information.

I hope you’re doing well.

It’d be fantastic if you made a proper announcement post with these recommendations, so everyone could follow it.

I think it’s a Facebook issue, though. Not so much a browser problem. I have seen dozens of posts complaining about the same stuff, over and over, and I’m willing to bet they’re just the tip of the iceberg.

When these things happen, it’d be nice to have some acknowledgment from the developers and/or the Community Managers, so we aren’t kept in the dark. Let us know you’re working to fix the issues, then we’ll be patient (or at least we’ll try 😅) waiting for a solution.

Anyway, let’s hope for the issue to be resolved real quick, so we can go back to the usual posts complaining about the hard levels.

Hi there, welcome to the Community @jkrncwilm

I understand your concern regarding your game and I will point you into the right direction.

In order to receive the best possible assistance, I would advise you to reach out to our Player Support team directly via game app or via Contact us

Our team will be able to check this further for you.

I hope this helps and wish you a nice day ahead!

All comments

Hi everyone 👋

Thanks for reporting this and for your patience while we look into it.

We’re aware that some players are experiencing freezing issues when playing Pet Rescue Saga on Facebook, where the game may stop responding and progress is not saved after reopening.

Our team is currently looking into this to understand what might be causing the problem.

In the meantime, if you're playing on Facebook, please try the following troubleshooting steps:

• Refresh the page before starting the game
• Clear your browser cache and cookies
• Make sure your browser is fully updated
• Try playing in a different browser to see if the issue continues

If the problem keeps happening, it would really help us if you could share a bit more information:

Which browser you are using
Your device type (PC or Mac)
When the freezing usually happens

This will help us pass more details to the team investigating the issue.

Thanks again for bringing this to our attention and we’ll update this thread as soon as we have more information.

Hey @Sueeey . Hope you're doing well.

I'm sorry the steps didn't work. I'm checking with the team to see what can be done.

Thank you and have a great day! :)

Hey @dianakotori . Hope you're doing well.

I completely understand your request and I've passed it along to the team, so we can see what would be the best course of action. Once I have updates I'll let you know.

Thanks for your interest and input once more. Have a great day! :)

Sueeey

Thank you for your help. I've tried all that was suggested by the developers to no avail. Looks like I shall have to be patient & hope it gets sorted somehow. Glad to know I'm not the only one though

I hope you’re doing well.

It’d be fantastic if you made a proper announcement post with these recommendations, so everyone could follow it.

Anyway, let’s hope for the issue to be resolved real quick, so we can go back to the usual posts complaining about the hard levels.

https://community.king.com/en/Mod-corner/discussion/369398/how-to-contact-player-support-from-the-game-to-report-an-issue

Hey there @Sueeey . Hope you're doing well.

I'm sorry to hear you're facing technical issues with the game while playing on FB in your browser.

Could you please try the steps below:

I recommend that you first try playing in another browser (E.g. if you are using Microsoft Edge for example, then try with Google Chrome, Mozilla Firefox or Opera and vice versa).
I'd also recommend closing all extra tabs and other programs whilst you play, as these can often negatively impact the browser performance.
Now make sure that you clear the cache regularly.
You can also try refreshing your page or playing through incognito mode.
Lastly, please temporarily disable any VPN, Extensions, or Adblocker, and check your device’s Security Settings and Firewall.

If none of my recommendations work, please reach out to our player support team with a video of the issue here:

Our team is available 24/7. Thank you in advance and have a great day! 🌞

janicka1967

The game just crashes at the end and the progress doesn't load so it's like you didn't play or win the round and you have to play it again, it happens to me too, it can be annoying 🥺❤️

Claire_Morris

I get to a level and then it freezes and when I exit and go back it starts from the begining again, as if I never started. it started this week.

I cleared my cookies.

Hi there, welcome to the Community @jkrncwilm

I understand your concern regarding your game and I will point you into the right direction.

In order to receive the best possible assistance, I would advise you to reach out to our Player Support team directly via game app or via Contact us

Our team will be able to check this further for you.

I hope this helps and wish you a nice day ahead!

jkrncwilm

The last few days when I go to Pet Rescue through Facebook on my Chromebook, it says it's my first time using it. This is not happening on other devices I use.

Accepted answers

Hi there, welcome to the Community @jkrncwilm

I understand your concern regarding your game and I will point you into the right direction.

In order to receive the best possible assistance, I would advise you to reach out to our Player Support team directly via game app or via Contact us

Our team will be able to check this further for you.

I hope this helps and wish you a nice day ahead!

I hope you’re doing well.

It’d be fantastic if you made a proper announcement post with these recommendations, so everyone could follow it.

Anyway, let’s hope for the issue to be resolved real quick, so we can go back to the usual posts complaining about the hard levels.

Hi everyone 👋

Thanks for reporting this and for your patience while we look into it.

We’re aware that some players are experiencing freezing issues when playing Pet Rescue Saga on Facebook, where the game may stop responding and progress is not saved after reopening.

Our team is currently looking into this to understand what might be causing the problem.

In the meantime, if you're playing on Facebook, please try the following troubleshooting steps:

• Refresh the page before starting the game
• Clear your browser cache and cookies
• Make sure your browser is fully updated
• Try playing in a different browser to see if the issue continues

If the problem keeps happening, it would really help us if you could share a bit more information:

Which browser you are using
Your device type (PC or Mac)
When the freezing usually happens

This will help us pass more details to the team investigating the issue.

Thanks again for bringing this to our attention and we’ll update this thread as soon as we have more information.

All comments

jkrncwilm

The last few days when I go to Pet Rescue through Facebook on my Chromebook, it says it's my first time using it. This is not happening on other devices I use.

Hi there, welcome to the Community @jkrncwilm

I understand your concern regarding your game and I will point you into the right direction.

In order to receive the best possible assistance, I would advise you to reach out to our Player Support team directly via game app or via Contact us

Our team will be able to check this further for you.

I hope this helps and wish you a nice day ahead!

Claire_Morris

I get to a level and then it freezes and when I exit and go back it starts from the begining again, as if I never started. it started this week.

I cleared my cookies.

janicka1967

The game just crashes at the end and the progress doesn't load so it's like you didn't play or win the round and you have to play it again, it happens to me too, it can be annoying 🥺❤️

https://community.king.com/en/Mod-corner/discussion/369398/how-to-contact-player-support-from-the-game-to-report-an-issue

Hey there @Sueeey . Hope you're doing well.

I'm sorry to hear you're facing technical issues with the game while playing on FB in your browser.

Could you please try the steps below:

I recommend that you first try playing in another browser (E.g. if you are using Microsoft Edge for example, then try with Google Chrome, Mozilla Firefox or Opera and vice versa).
I'd also recommend closing all extra tabs and other programs whilst you play, as these can often negatively impact the browser performance.
Now make sure that you clear the cache regularly.
You can also try refreshing your page or playing through incognito mode.
Lastly, please temporarily disable any VPN, Extensions, or Adblocker, and check your device’s Security Settings and Firewall.

If none of my recommendations work, please reach out to our player support team with a video of the issue here:

Our team is available 24/7. Thank you in advance and have a great day! 🌞

I hope you’re doing well.

It’d be fantastic if you made a proper announcement post with these recommendations, so everyone could follow it.

Anyway, let’s hope for the issue to be resolved real quick, so we can go back to the usual posts complaining about the hard levels.

Sueeey

Thank you for your help. I've tried all that was suggested by the developers to no avail. Looks like I shall have to be patient & hope it gets sorted somehow. Glad to know I'm not the only one though

Hey @dianakotori . Hope you're doing well.

I completely understand your request and I've passed it along to the team, so we can see what would be the best course of action. Once I have updates I'll let you know.

Thanks for your interest and input once more. Have a great day! :)

Hey @Sueeey . Hope you're doing well.

I'm sorry the steps didn't work. I'm checking with the team to see what can be done.

Thank you and have a great day! :)