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Have you lost your levels? Check out our guide on how to fix it!

Hi all!

If you are here because you have lost your level progress, make sure you check this article HERE!

If after reading the blog post you still need to contact us so that we can help you, remember to do it through HERE. Please be sure to select "Gameplay/Progress" and then "I have lost my progress".

That's about it. Now you're all set and ready to go!

Cheers,

Xarly

Xarly Asked two months ago Edited two months ago by moderator
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Hi Rhona Marshall,

Thanks for reaching out! As you can read above, there is a way but you need to contact our team so that they can assist you. You have to do it through HERE.

Once you click, please be sure to select "Gameplay/Progress" and then "I have lost my progress".

Cheers,

Xarly

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Two months ago
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Help I’ve lost my levels after changing to a new mobile can I get them back ?

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Two months ago
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Hi Xarly,

Your link "here" don't work to be oppened. What happened with Candy Crush Saga? I use my desktop for playing games. I lost my high level which was 3170 and now I'm blocked on level 2825. Evan I'm playing on facebook, I loged on here on king aplication, I already have windows 10, I'm useing Chrome browser, no one can help me to open that field of game with levels up 2825. I folowed all intruction, I sent few messages by "contact us" but I received redicule answers as: "I dont undertand the meaning of your words" or "be sure you have internet conection". But something is stange: on my smartphone I can play the game but I can't open message box. 

You are my last hope to make me understand when the team of "king platform" will fix all problems with the games. If not, I believe I'll give up and stop to play any games using king or facebook platforms!

Mihaela Tomescu

Romania

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Two months ago
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Hi Mihaela,

I tested the links again and they all seem to be working fine on my side, but thanks for the heads-up! Regarding your question, can you send me a private message so that we can look at it together? (Click on my username and then on "send message")Thanks for your message.

Cheers,

Xarly

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Two months ago
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Let's tell again the story for game Candy Crush Saga:

- on PS (windows 10 + Chrome  browser) I can't open my real level which is 3171, I receive messages from my friends but I can't play the game. I attached for you the image which blocked my game;

- on smart phone (android), I can play, but don't receive message from friends, meaning I play alone.

I'd like to play the game on my PC.

Strange is that Bubble 2 Saga is working without problems even have same site sup

port.

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Two months ago
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Links work for me too Xarly, I wonder if the other poster has a pop up blocker or something on? Or maybe it was just a temporary issue :)

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Two months ago
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Hi Mihaela,

Have you tried updating the browser like it's recommended in the screenshot that you mention or tried using another one? If none of it works, you need to go here: https://care.king.com/contact

Always feel free to come back and we will try to find a response and a solution to your issues.

Cheers,

Xarly

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Two months ago
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Hi Xarly,

I solved my problem and now I can play Candy Crush Saga on my PC. And do you know how I made? I changed my facebook password again and I changed browser Chrome with Internet Explorer. Now I'm writing to you using Internet Explorer browser but I'm feeling sad  because Chrome browser is more friendly.

Cheers,

Mihaela Tomescu

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Two months ago
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It must be bad....I have not known IE to be better than anything ever :O

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Two months ago
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Hi Mihaela,

That's great news! (Also, thanks for coming back and letting us know how you fixed it!)

We will keep looking on the behaviours of different browsers with our games and your feedback is of great use for that. Thanks again and I'm very happy to see that, even though you had to change your browser, you are back in the game with us!

Thank you for your patience and for bearing with all of this.

Cheers,

Xarly

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Two months ago
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CAREBEAR1646 Eight weeks ago Edited eight weeks ago

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i lost levels on the iphone app - and i put in a support email (1262557194 was case number) - it takes me from 1455 to 900 and sticks me there - i have a king acct and followed the instructions listed via email (to email you back) and never heard from again (even tried follow up emails) please help!!!!!!!

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Two months ago
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Hi Carebear1646, thanks for letting us know. The email support and King care are different care teams, but as you have provided us with your ticket number, I will ask Xarly if he can let them know you replied to the email. It could be they are busy...I think we have sent quite a few their way haha. 

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Two months ago
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Hi Carebear1646!

Like Chicken Slayer mentions, we can follow up on this. Did you make sure you followed the process stated on the article here?

When contacting the team make sure you follow the steps indicated in the blog:

Please be sure to select "Gameplay/Progress" and then "I have lost my progress".

Cheers,

Xarly

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Two months ago
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i created the king acct - followed the instructions provided in the original email from the support team- went in and played one level then emailed back as instructed with the number i was on - i just never got any response - attempted a follow up email and never heard anything again - this has been weeks now
CAREBEAR1646 Eight weeks ago
i also just completed everything again - through the link you left
CAREBEAR1646 Eight weeks ago

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Hi Mihaela, I saw that you resolved your issue but also noticed that the print screen that you posted here with 2825 being the last level is the old version.  The old version was using Flash and King switched over to HTML so the old version stopped at 2825 and then people played on the new version.  If ever you saw 2825 again please follow the directions here:  https://care.king.com/en/candy-crush-saga/my-candy-crush-saga-has-gone-back-to-an-old-version-how-can-i-get-the-newer-version-back

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Two months ago
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I accidentally deleted my candy crash at level 323. How to get it back? 

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Seven weeks ago
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@Roslyn CB Lee, you need to follow the link that Xarly posted right at the top of the page :)

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Seven weeks ago
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