Help

Have you got yourself into a sticky situation? For more information on how boosters and more can help you progress through the game, or for general support, check out our FAQs below:

Mobile game support

Mobile in-app purchases

Whilst King games are free to download and play, you do have the option to purchase virtual items in-game using the app stores e.g. iTunes App Store or Google Play.

It is essential that you protect your device to prevent unauthorized charges on your account, especially if young children have access to your device. If you are concerned about Mobile In-App Purchases, please note that you can create a password to prevent unauthorized charges.

In-App Purchases for iPhone, iPad and iPod Touch

  • Tap the 'Settings' icon
  • Tap 'General'
  • Tap 'Restrictions' and then select 'Enable Restrictions'
  • You will then be prompted to enter a passcode
  • Re-enter the passcode to confirm
  • Then scroll down to 'In-App Purchases' and turn this off by tapping the switch left

Automatic In-App Purchases are now disabled and a pin will be required to enable purchases on your device. Please note: Instructions above may vary. Please refer to your device user manual for more information.

In-App Purchases for Android

  • Open the Google Play Store app
  • Tap the 'Menu' button
  • Then select 'Settings'
  • Scroll down to the 'User Controls' section and select 'Require password for purchases'
  • Then select the first option 'For all purchases through Google Play on this device'
  • Your Google Play password will now be required for all purchases

Automatic In-App Purchases are now disabled and a password will be required to enable purchases on your device. Please note: Instructions above may vary. Please refer to your device user manual for more information.

In-App Purchases for Kindle

You can set up parental controls on your Kindle device, so when an In-App Purchase is made, a password is required to complete the transaction. To activate this service, please complete the following steps:

  • Swipe down from the top of the screen to open ‘Quick Settings’
  • Tap ‘More’
  • Then tap ‘Parental Controls’, followed by ‘On’
  • Enter and confirm a password before selecting ‘Finish’

Once you’ve set a password, you can choose which items you’d like to restrict.

You can also turn off In-App Purchases on your Kindle device as follows:

  • Swipe down from the top of the screen to open ‘Quick Settings’
  • Tap ‘More’
  • Tap ‘Applications’
  • Under ‘Amazon Applications’ tap ‘Apps’
  • Tap ‘In-App Purchasing’
  • Finally, ensure the box next to ‘Allow In-App Purchases’ is unchecked

Please note: Instructions above may vary. Please refer to your device user manual for more information.

In-App purchases for Windows Phone

If you have a Windows Phone, you can activate a Wallet PIN to protect your phone from unauthorized purchases in the Windows Phone Store. Your Wallet PIN is different to your lock screen password, so when you set up a Wallet PIN, be sure to choose something you'll remember – particularly if you don't think you'll use it very often. If you forget your Wallet PIN, you'll need to reset your phone to its factory settings.

To create your Wallet Pin, please complete the following steps:

  • In the App list, tap the Wallet icon.
  • Tap the More icon
  • Then tap Settings+PIN.
  • Turn on the Wallet PIN toggle switch
  • Then enter and confirm your new PIN (it must be at least four digits long)
  • Tap 'Done' to confirm
  • If you'd like to require this PIN for purchases in the Windows Phone Store, select the 'Use Wallet PIN to protect music, app and in-app purchases' checkbox

Tip: Creating a PIN for purchases in the Windows Phone Store is a good way to prevent accidental or otherwise unauthorized purchases by children or anyone else who has access to your phone. You can also set up Kid's Corner to prevent Windows Phone Store purchases by default. Please visit the Windows Phone website for more information.

Warning: If you're having trouble remembering your Wallet PIN, you can try to enter it three times. If you enter it incorrectly three times, you'll temporarily lose access to your Wallet. If this happens, just wait a little while, then try again. If you need to reset your Wallet PIN, you'll need to restore your phone to its factory settings.

I purchased an item in game, but I haven’t received it. Why not?

To make a purchase in game an internet connection is required. Where possible, it is recommended that you use Wi-Fi to ensure any in-game purchases you make are processed successfully.

If you make a purchase but do not receive the item, please check if you have received a receipt from the app store you are using e.g. Google Play or iTunes App Store. This will be sent to you via email. If the item you purchased is on the receipt but you can’t locate the download, please do the following:

  • For the iTunes App Store please click the ‘Report a problem’ link in the email receipt for assistance
  • For Google Play, please click the 'Questions? Contact King' link in the email receipt for assistance

If you have made a purchase on Facebook or King.com and have not received your item in game, please contact us.

Supported devices

Candy Crush Saga is available to play on the following mobile devices:

Apple devices

Candy Crush Saga is available on iOS version 6.0 or later on the following models:

  • iPhone 4S, iPhone 5, iPhone 5s, iPhone 6 and later models
  • iPad 2 and later models
  • iPad Mini
  • iPod Touch 4th generation and later

Candy Crush Saga does not support jailbroken iOS devices.

Android devices

Candy Crush Saga is available on Android devices that fulfill the following criteria:

  • Own a processor built on ARMv7 architecture
  • Support OpenGL ES 2.0
  • Support a 320x480 resolution or higher
  • Run on Android OS 2.3 or higher

Kindle devices

Candy Crush Saga is available on the following Kindle devices:

  • Kindle Fire (1st Gen)
  • Kindle Fire (2nd Gen)
  • Kindle Fire HD 7' (2nd Gen)
  • Kindle Fire HD 8.9' (2nd Gen)
  • Kindle Fire HD 7' (3rd Gen)
  • Kindle Fire HDX 7' (3rd Gen)
  • Kindle Fire HDX 8.9' (3rd Gen)

Windows Phone devices

Candy Crush Saga is available on Windows Phone devices that fulfill the following criteria:

  • Windows Phone 8.0 devices
  • Windows Phone 8.1 devices

Candy Crush Saga is not available for my mobile device. Why?

We want to ensure you have the best playing experience, so unfortunately Candy Crush Saga is not available for all mobile devices. However, you can still get in on the fun by playing the game on Facebook or King.com via a desktop computer.

Important: If I upgrade the software on my device, will I lose my progress?

If you are upgrading to a new device, or planning to install new software, please ensure you either connect the game to Facebook or King.com or alternatively back-up your device first. This will ensure that you do not lose your level progress.

Troubleshooting

The game keeps freezing on my mobile device, what should I do?

If the game keeps freezing on your mobile device, please follow the steps below to resolve the issue:

  • Restart your device - Memory issues on your device can cause a game freeze/crash. The best way to fix these issues is to restart your device, which clears the memory (this will not cause any loss of data).
  • Reset the game - Resetting the game can also fix freezing issues. Give it a try!
  • Update game software - Check the app store for updates to the game. Out of date software can lead to performance issues, including freezing.
  • Update device software - Finally, you should always ensure that your device has the latest software.

If I try to re-install the game, will I lose my progress?

If you have connected the game to your Facebook account, your progress will be saved. However, if you’ve never connected to Facebook and played the game offline, your progress will be saved locally (on the device) and will therefore be lost when the app is deleted or the phone is restored to factory settings. We recommend connecting to Facebook regularly to ensure your progress is always saved.

You can also create a King.com account (visit King.com) and sync you progress with your King profile to ensure it is saved.

I have connected to Facebook, but I’m not getting any messages or help from friends on my mobile device. Why?

Please firstly check your internet connection, as this will be required to receive messages and help from your friends. Where possible, please also use WI-FI to ensure you have a strong internet connection.

If you have a good internet connection but you are still having issues, you may need to disconnect from Facebook and then try to reconnect again to receive your messages. You can do this from the game’s home screen or settings menu. Once you’ve done this, try connecting again to receive your messages.

I have connected to Facebook, but my progress from Facebook does not show up on my mobile device. Why?

If you have a good internet connection, but your mobile isn’t synchronizing with your Facebook account, please follow the steps below to resolve the issue:

  • Restart your device - Memory issues on your device can cause sync issues. The best way to fix this is to restart your device, which clears the memory (this will not cause any loss of data).
  • Reset the game – We also recommend resetting the game.
  • Update game software - Check the app store for updates to the game. Out of date software can lead to performance and sync issues.
  • Update device software - Finally, you should always ensure that your device has the latest software. Check you device settings to get the latest version.

For step-by-step instructions on how to solve this issue. Please watch our video tutorials (available in English only):

  • Facebook connect issues for Android – Watch now!
  • Facebook connect issues for iPhone, iPad and iPod Touch – Watch now!

Do I need a Facebook account to play?

No. You can play the full game without ever connecting to Facebook. In fact, you can even play the game without an internet connection. However, there are certain advantages of connecting to Facebook, such as:

  • Game saved: You’ll be able to synchronize your progress from Facebook to your mobile and vice versa. If you play while connected with Facebook, your progress will be stored on your Facebook account and will not be lost.
  • Help from friends: The more the merrier! On Facebook you can keep up to date with your friends’ progress (score and level) and compete against them to make sure you’re top of the score list. Friends can also give you more lives and help you to unlock new episodes.

Please note: Boosters (Power-ups) and lives are not synchronized between mobile and Facebook. For example, if you acquire extra lives on mobile, you won’t see them when you access the game on Facebook.

If I connect to Facebook, will you post things to my Facebook wall or spam my friends?

We’ll never send any requests to your friends that you did not actively send from the game, and we won’t post anything to your Facebook wall without permission. However, when you Facebook Connect with Candy Crush Saga you are automatically part of Facebook Open Graph. This ‘social graph’ generates events/actions when you perform certain tasks in the game that can be visible on your timeline profile and, in some cases, show up in your Newsfeed. You do have the option to hide these posts.

If I log out of my Facebook account and someone else logs in on my computer or device, will I lose all my game history?

No. The game supports multiple logins with different Facebook accounts. If you log in with another Facebook account, then the game history associated with that account becomes available.

Facebook and King.com game support

In game purchases

I purchased an item in the game but I haven’t received it. Why not?

If you have purchased an item but have not received it in game, please contact our support team via the 'contact us' button below.

I am playing on King.com, can I transfer Gold Bars currency between games?

Unfortunately you can't transfer Gold Bars from one game to the other. For example, if you’re playing Candy Crush Saga you can't use Gold Bars purchased in another King game.

Troubleshooting

I already play Candy Crush Saga, but I would like to play the game on King.com, do I need to start again?

No. You can sync your progress between Facebook, mobile and King.com, which means if you would like to switch platforms, you can easily do so without having to start the game again.

To sync your progress with King.com, please complete the following steps:

  • Click on the ‘Settings’ icon
  • Select ‘Account’
  • You will be prompted to confirm your password
  • Select the option ‘Score and progression sync’ and then proceed to enter your Facebook login information
  • Once complete, your progress will be updated across all King games on King.com

The game keeps freezing, what shall I do?

If the game keeps freezing please follow the steps below to resolve this issue:

  • Shut down all other running applications on your desktop computer as they can affect the game's performance.
  • Check that your Adobe Flash Player is up to date. Please click here to download the latest version to your computer.
  • We also recommend resetting your browser, deleting your cookies and clearing you cache. This can all be done via your browser's settings menu.
  • If you have multiple browser windows or tabs open, please try closing them and then refresh the page to load the game.
  • Finally try restarting your computer.

For step-by-step instructions on how to solve this issue. Please watch our video tutorial (available in English only) – Watch now!

The game is not loading, what shall I do?

If the game isn’t loading, please follow the steps below to resolve this issue:

  • Shut down all other running applications on your desktop computer as they can affect the game's performance.
  • Check that your Adobe Flash Player is up to date. Please click here to download the latest version to your computer.
  • We also recommend resetting your browser, deleting your cookies and clearing you cache. This can all be done via your browser's settings menu.
  • If you have multiple browser windows or tabs open, please try closing them and then refresh the page to load the game.
  • Finally try restarting your computer.

For step-by-step instructions on how to solve this issue. Please watch our video tutorial (available in English only) – Watch now!

If I’m playing on Facebook, will you post things to my Facebook wall or spam my friends?

We’ll never send any requests to your friends that you did not actively send from the game, and we won’t post anything to your Facebook wall without permission. However, when you play Candy Crush Saga you are automatically part of Facebook Open Graph. This ‘social graph’ generates events/actions when you perform certain tasks in the game that can be visible on your timeline and, in some cases, show up in your Newsfeed. You do have the option to hide these posts.

I am playing on King.com, how do I change the language?

If you are playing on King.com, you can change the language using the links in the footer of the site.

When I play on King.com, who are the other players that show up on the map and in my high scores list?

The players that show up in high score lists and on the maps inside the game are other players like you. When you play our games on King.com you are assigned to a group of other players, who you can compete or collaborate with. You can also search for your own friends by entering their email address, or you can invite friends to play on King.com via email or Facebook.

I am playing on King.com, what are ‘Favorites’?

You can add other players or friends to your ‘Favorites’ list. Once they have accepted your request, you will be able to send them messages and keep up to date with their progress through each game.

How to play

Switch three or more candies of the same color to gain points and other bonuses as they burst. Gain as many points as possible to achieve one, two or three stars.

How do I gain points?

When you switch three or more candies of the same color, they burst and you win points.

What do I have to do to complete a level?

You need to do two things to complete a level:

  1. Win enough points to earn at least one star.
  2. Complete the challenge that is set at the start of the level.

What are the different game modes?

Candy Crush Saga has several game modes, each of which challenges you in a different way:

  • Moves and score: You have a limited number of switches before running out of moves. If you use up all your moves before reaching the score required to earn at least one star, you will fail the level.
  • Jelly: The board behind the candy is covered in jelly. Remove the jelly by matching candy on top of it. If you still have jelly left when you run out of moves, you will fail the level.
  • Ingredients: Ingredients such as hazelnuts and cherries will appear on the board at various points throughout the level. On the side of the board you’ll see how many of each ingredient you need to collect. If you do not collect all the ingredients (bring them to the bottom of the board) before running out of moves, you will fail the level.
  • Time limited: You have a restricted amount of time in which to finish the level. If the time runs out before you’ve earned at least one star, you will fail the level.
  • Candy order: You need to collect a number of specified candies by removing them from the board (switching them out). If you run out of moves before collecting all the wanted candies, you will fail the level.

What are Special Candies?

Matching three candies of the same color is the simplest way of winning points. More complex match combinations produce Special Candies that can be mixed with exciting results. Some of these special combinations include:

    • Matching four candies in a row or column to create a Striped Candy.
    • Switching a Striped Candy with two or more candies of the same color to clear an entire row or column of candies.
    • Matching five candies in a T or L shape to create a Wrapped Candy.
    • Matching a Wrapped Candy with two or more candies of the same color to create an explosion which removes all the candies in a 3x3 grid around the Wrapped Candy.
    • Matching five candies in a row to create a Color Bomb.
    • Combining a Color Bomb with any candy of any color to clear all the candies of that color!
    • Matching any Wrapped Candy with any Striped Candy to create a giant Super Candy which clears multiple rows and columns across the board.

What is Sugar Crush?

If you still have moves or special candies remaining at the end of a level, you’ll receive a bonus score (Sugar Crush) for performing so well.

What are Sweet, Tasty, Divine and Delicious?

When you make a match, one or more candies will fall down into the gap left by the original sweets. If the falling candies form a sequence of matches, you’ll see words like ‘Sweet’, ‘Tasty’, ‘Divine’ and ‘Delicious’ appear on the board.

What is Dreamworld?

Dreamworld is unlocked once you pass level 50. This enchanting experience introduces a new layer of equilibrium-based gameplay; keeping Odus the Owl perched on his half moon by crushing certain candies which keep him steady.

Why does Dreamworld begin at level one?

Once you’ve unlocked the magical Dreamworld (available after level 50), you can experience the earlier levels of the game again with a dream-like twist. If you prefer, you can still return to your existing level position in Candy Kingdom - your progress will not be lost.

I'm having issues accessing Dreamworld. Why?

If you’re playing on mobile, please remember to update the Candy Crush Saga app to ensure Dreamworld is available for your device.

If you’re still having problems with Dreamworld, you can contact our support team using the ‘contact us’ link below.

How many lives do you get in Candy Crush Saga?

You begin the game with five lives. If you don’t pass a level, you will lose a life, with one life being refilled for free every 30 minutes. If you don’t like waiting, you can purchase a full set of lives from the Yeti Shop or ask your friends to send you extra lives.

What are Boosters?

Boosters can be helpful if you find yourself in a pickle, or if you’re stuck on a particularly challenging level. A variety of boosters can be purchased from the Yeti Shop to help you progress through the game.

What types of boosters are available?

You can purchase all sorts of boosters from the Yeti Shop, each allowing you to do something different in the game:

  • Jelly Fish: When Jelly Fish are added to the board and matched with two or more candies of the same color, three extra pieces of jelly of the same color are cleared per fish.
  • Coconut Wheel: This rolls either horizontally or vertically over your candies to create three Striped Candies.
  • Color Bomb: Switch a Color Bomb with a Plain Candy to eliminate all other candies of the same color.
  • Striped and Wrapped: Start your game with one Striped and one Wrapped Candy randomly placed on your game board.
  • Lucky Candy: This can be matched to fit any combination. For example, if you have two yellow candies and a Lucky Candy, you can activate the Lucky Candy and match it with the yellow ones to clear them.
  • 5 Extra Moves: Ideal for those tricky levels in which the standard number of moves isn’t quite enough.
  • Lollipop Hammer: This lets you smash a candy of your choice on the board.
  • Free Switch:This allows you to switch two different candies without creating a match of three or more. A very strategic booster.
  • Bomb Cooler: What those ticking time bombs! Add 5 to the countdown for all bombs visible on the game board.
  • Sweet Teeth: The Sweet Teeth eat their way through any candy, blockers or bombs that lie in their path.
  • Extra Time: This adds 15 seconds to your gameplay for those all-important timed levels.

How do I use boosters?

Some boosters are activated on the pre-game screen before you enter a level. For example, the Color Bomb booster lets you start the level with a Color Bomb already placed randomly on the game board.

Other boosters can be activated during gameplay. Boosters available in gameplay will be presented at the top of the screen. Select the booster you want to use/purchase to activate it.

General

My friends have sent me lives, but the game says I only have five lives. Why is this, when I’m sure I should have more?

You can only ever have five at a time, so if you have a full set of lives and a friend sends you an additional one, you will still only have the maximum five lives.

When are you releasing more levels?

We’re always adding new levels to the game, so keep an eye on the King Care blog for news and updates!

I’ve been stuck on the same level for ages. What can I do?

Some levels are more challenging than others and can take a few days or even weeks to complete. Don’t give up – this is part of the fun! We recommend asking for tips from other players using the King Care community website.

Is it possible to complete the game without buying anything?

Yes. In fact, it's not only possible, but also very common. Most people who complete all levels in the game have not bought anything at all.

More

Still struggling to find what you’re looking for? Why not try the King Care community site for help and tips? Alternatively, you can also contact our support team by selecting the contact us button below:

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Candy Crush Saga is available on iPhone, iPad, iPod Touch and Android devices. Please note that device compatibility may vary.