Mobile game support

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:

Click here for the Facebook game support.

  • Supported devices Find out more about device compatibility. Read more...

    Apple devices

    Candy Crush Saga supports iOS 4.3.5 and later on the following models:

    • iPhone 3GS, iPhone 4, iPhone 4S and iPhone 5
    • iPad 2 and later, and iPad Mini
    • iPod Touch 3rd Generation and later

    Candy Crush Saga does not support jailbroken iOS devices (iPhone, iPad or iPod Touch)

    Android devices

    Candy Crush Saga runs 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 2.2 or higher

    Kindle Fire

    Candy Crush Saga runs on the following Kindle Fire 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)

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

    We want to ensure you have the best playing experience, so unfortunately this game is not available for all mobile devices. However, you can still get in on the fun by playing the game on Facebook. Click here to play now!

  • Troubleshooting If you are experiencing problems with the game, get help here. Read more...

    The game keeps freezing - what should I do?

    For mobile: 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). If this doesn't help, please get in touch with our support team using the 'contact us' link below.

    For Facebook:You may need to check that your Adobe Flash Player is up to date. Please click here to download the latest version to your computer. If this doesn’t solve the problem, please contact our support team using the 'contact us' link below.

    The game is not loading in Facebook - what shall I do?

    If the game isn't loading, please shut down all other running programs as these can affect the game's performance. If the issue persists, you may need to check that your Adobe Flash Player is up to date. Please click here to download the latest version to your computer. If you are still experiencing issues, please get in touch with our support team using the 'contact us' link below.

    I purchased an item from the shop using my mobile device, but I haven’t received it. Why not?

    For iOS: Mobile devices sometimes experience a weak internet connection. When you make a purchase, the App Store needs to send a message back to the game to confirm that your payment has been successful. If you lose internet connection when this message is sent, your purchase may not be processed. If this happens please complete the following steps:

    • Go to the home screen of the game
    • Tap on the arrow in the bottom left hand corner of the screen
    • Tap on the 'Settings' icon
    • Tap on 'Restore purchases' to recover your items

    If this doesn't solve the problem, then please check your App Store receipt, sent to you via email. If the item you purchased is on the receipt but you can't locate the download, please contact Apple using the 'Report a problem' link in the email.

    For Android: Firstly, please ensure the 'Don't keep activities' option is unchecked in the ‘Advanced settings’ on your device.

    Mobile devices sometimes experience a weak internet connection. When you make a purchase, the Google Play store needs to send a message back to the game to confirm that your payment has been successful. If you lose internet connection when this message is sent, your purchase may not be processed. If this happens, please complete the following steps:

    • Go to the home screen of the game
    • Tap on the arrow in the bottom left hand corner of the screen
    • Tap on the 'Settings' icon
    • Tap on 'Restore purchases' to recover your items

    If this doesn't solve the problem, then please check your receipt, sent to you via email. If the item you purchased is on the receipt but you can’t locate the download, please contact Google Play using the 'Report a problem' link in the email.

    For Kindle: Mobile devices sometimes experience a weak internet connection. When you make a purchase, the Amazon Appstore store needs to send a message back to the game to confirm that your payment has been successful. If you lose Internet connection when this message is sent, your purchase may not be processed. If this happens please complete the following steps:

    • Go to the home screen of the game
    • Tap on the arrow in the bottom left hand corner of the screen
    • Tap on the 'Settings' icon
    • Tap on 'Restore purchases' to restore your purchases

    If this doesn't solve the problem, then please log into your Amazon Appstore account and check 'Your Orders'. If the item you purchased is in Your Orders but you can't locate the download, please contact Amazon Appstore for further assistance.

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

    It's possible that you've successfully made a payment for an item, but you can’t yet see it in the game. Please note that during particularly busy periods it can take up to 4 hours for purchased items to appear in your account.

    If you think there might be an issue with an item you’ve purchased, please follow these steps:

    • Go to the 'Payments tab' in your 'Account settings'
    • Check your account balance at the top of the page
    • Verify that your payment was successful by reviewing the associated receipt
    • Double-check that the item(s) you ordered have not arrived (remember that it can take up to 4 hours for virtual item purchases to be reflected in the game)
    • If you have confirmed that your item has not been delivered, please notify King by clicking the 'Didn't receive this item' link in the email receipt
    • Follow the instructions to notify Facebook and contact King regarding your problem receiving virtual items

    If I try to reinstall the game, will I lose my progress?

    If you have played the game whilst connected to Facebook, your progress will be stored on your Facebook account and will not be lost. However, if you’ve played the game offline (not connected to Facebook), your progress will only be saved locally (on the device) and will therefore be lost when the application is deleted or the phone restored to factory settings.

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

    You may need to reconnect to Facebook to receive your messages. You can do this in the game’s main menu by tapping the 'Facebook Connect' icon, or by tapping the settings button and disconnecting from Facebook. Once you’ve done this, try connecting again.

    I have connected to Facebook, but my progress from Facebook isn’t showing up on my mobile. Why?

    If you have a good internet connection, but your mobile isn’t synchronising with your Facebook account, please follow these steps to reset the app:

    For iOS:

    • Tap out of the game (by pushing the device home button)
    • Shut down the app by double clicking on the device home button (pressing it twice, quickly)
    • Swipe left to scroll through the multitasking bar that appears
    • Once you've located Candy Crush Saga, swipe upwards over the app screenshot to shut down the game
    • Press the home button to return to the menu - you can then open Candy Crush Saga again

    Please note: These instructions are based on iOS 7. Please check your user manual for instructions on how to shut down an application on your particular device.

    For Android:

    • Tap out of the game
    • Go to 'Settings'
    • Then select 'Application Manager'
    • Look for Candy Crush Saga in the applications list and tap on it
    • Then tap on 'Force Quit/Shutdown' to close the application
    • Return to the main menu and reopen the game

    Please note: These instructions are based on the Samsung Galaxy – other Android devices may vary. Please check your user manual for instructions on how to shut down an application on your particular handset.

    For Kindle:

    • Tap 'Home' to exit the game
    • Tap on the 'Settings' icon at the top of the screen
    • Tap 'More'
    • Then tap 'Applications'
    • Select Candy Crush Saga from the list of running applications that appears
    • Tap 'Force Stop' to shut down the application
    • Return to the main home screen and reopen the game

    Please note: These instructions are for Kindle Fire . Please check your user manual for instructions on how to shut down an application on your particular device.

    My friends have sent me extra 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 lives 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.

    How does the game vary on mobile and Facebook?

    As the mobile game was released later than the Facebook game, you may sometimes notice fewer levels or slight differences in gameplay. We regularly update the game across all platforms, and our team is working hard to deliver more levels on mobile.

    Do I need a Facebook account to play Candy Crush Saga?

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

    • Synchronised progress: You'll be able to synchronise 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.
    • Synchronised 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 and lives are not synchronised between mobile and Facebook. For example, if you buy a booster on mobile, you won’t see it 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.

    When are you releasing more levels?

    We're always adding new levels to the game, so keep an eye on our Facebook fan page for news and updates!

    How do I switch off the music and sound effects in the game?

    If you’re playing the game on Facebook, you can click on the music and speaker symbols in the bottom right hand corner of the game screen to silence the game.

    If you’re playing the game on a mobile device, just tap the arrow in the bottom left hand corner of the screen to bring up some options. You can then tap on the music note and speaker symbols to silence the game.

    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! Keep an eye on our Facebook fan page for tips on how to progress through the game.

    I'm having issues accessing Dreamworld. Why?

    Dreamworld is available to Facebook, iOS and Android users. If you're playing on an iOS or Android device, please remember to update the Candy Crush Saga app via the App Store or Google Play to ensure Dreamworld is available on your device.

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

    Please note: Dreamworld is not currently available on Kindle devices. You can keep an eye on our Facebook fan page for updates.

  • Mobile In-App Purchases Concerned about Mobile In-App Purchases? Read more...

    It is essential that you protect your purchase account login information to prevent unauthorised charges on your account. If you are concerned about Mobile In-App Purchases, please note that you can create a password to control access to your device.

    In-App Purchases for iOS and Android

    If you have an iPhone, iPad, iPod Touch or Android device please click here for instructions on how to secure your device.

    In-App Purchases for Kindle

    You can set up parental controls settings 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 unticked

    Note: If you have more than one Kindle device, you’ll need to complete these steps on each. The instructions may vary from one Kindle to another, so please check your user manual for instructions specific to your device.

  • How to play New to the game or do you simply need a recap ? Find out more about how to play Candy Crush Saga. Read more...

    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:

    • Win enough points to earn at least one star
    • Complete the challenge that is set at the start of 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 the entire row or column
    • 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 both up and 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 35. This enchanting experience introduces a new layer of equilibrium-based gameplay: keeping Odus the Owl perched on his half moon by crushing the color candies which keep him steady.

  • Lives and levels How many lives do you get? How many levels are there? Get the answers here. Read more...

    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.

    My friends have sent me extra 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 lives 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.

    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: In this game mode 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: In this mode 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: In this game mode, 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: In this mode, 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: In this game mode, 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.

    When are you releasing more levels?

    We're always adding new levels to the game so keep an eye on our Facebook fan page for news and updates.

    Why does Dreamworld begin at Level One?

    Once you’ve unlocked the magical Dreamworld, 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.

  • Boosters Boosters are really useful for passing a tricky level. Find out how they can help you. Read more...

    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. Each booster comes with a number of charges, one of which is consumed every time you use the booster.

    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: Rolls either horizontally or vertically over your candies to create three Striped Candies
    • Color Bomb: Switch 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: 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: 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: Adds 5 to the countdown for all bombs visible on the game board
    • Sweet Teeth: Eat their way through any candy, blockers or bombs that lie in their path
    • Extra Time: 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. The Color Bomb booster, for example, lets you start the level with a Color Bomb already on the game board. Trigger the Jelly Fish booster to see Jelly Fish appear randomly throughout the jelly game mode levels. Other boosters can be activated during gameplay by tapping the corresponding button in the top right hand corner of the screen. Use the Lollipop Hammer to remove any one candy from the playing board, or the 5 Extra Moves booster to instantly receive those all-important extra moves.

    Is it possible to complete the game without buying anything?

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

  • More Read more...

    Still struggling to find what you’re looking for? Looking for more information and tips on challenging levels and gameplay? You can contact our support team or even get chatting with other players on our community forums by selecting one of the buttons below:

 

Don’t forget to join us...