Help

Need help beating the sticky stuff in your Candy Crush Jelly Saga game or just experiencing technical issues? For more information on game modes and boosters or for general support, check out our FAQs below.

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 on iOS

How do I restrict in-app purchase on my iOS device?

  • 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.

I purchased an item on my iOS device but haven’t received it. What shall I do?

If you purchased an item but did not receive it and would like a credit in game, please select the contact us button below. Alternatively, if you would like a full refund, please click here to contact Apple directly.

In-app purchases on Android

How do I restrict in-app purchase on my Android device?

  • 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.

I purchased an item on my Android device but haven’t received it. What shall I do?

If you have a query about an Android purchase, please click the contact us button below and have your purchase receipt and order number ready. The order number can be found on the purchase receipt and looks like this: 1234567890123456789.123456789012345678901 or GPA:0123-4567-8998-7654-01624.

If you are unable to find your purchase receipt, you can sign in to Google Wallet to retrieve it – visit, https://www.google.com/wallet/.

In-app purchases on Amazon

How do I restrict in-app purchase on my Amazon device?

You can set up parental controls on your device so that 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.

I purchased an item on my Amazon device but haven’t received it. What shall I do?

If you purchased an item but did not receive it and would like an in-game credit, please select the contact us button below. Please ensure you have a copy of your purchase receipt as you will be asked to send this to us. If you no longer have a copy, you can retrieve it by doing the following:

  • Go to Your Orders.
  • Click the drop-down box on the right side of the page and choose the appropriate date range.
  • Click ‘View Invoice’ below the date listed on the order summary.

Alternatively, if you would like a full refund, please click here to contact Amazon directly.

In-app purchases on Windows Phone

How do I restrict in-app purchase on my 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 on my Windows Phone but haven’t received it. What shall I do?

If you purchased an item but did not receive it and would like a credit in game, please select the contact us button below. Alternatively, if you would like a full refund, please click here to contact the Windows Phone Store directly, select 'Billing' as the category and click on ‘Contact Us’. 

In-app purchases on Facebook

If you purchased an item on Facebook but did not receive it, please do the following:

  • Visit, Payment History
  • Select the payment you would like to dispute
  • This will open a new window. On the right side of the screen you will see the option ‘Dispute’
  • Please follow the steps on screen
Supported devices

iOS, Android, Amazon and Windows Phone

Candy Crush Jelly Saga is available on iOS (iPhone, iPad, iPad Mini), Android, Amazon and Window Phone devices. Please refer to the app store info to find out if your device is compatible with the latest version of the game.

Please note: Due to changes in technology over time – such as new mobile devices coming into the market - it is possible that the game will experience performance issues or will no longer work as originally intended on certain devices.

The game is not available for my mobile device. Why?

We want to ensure you have the best playing experience, so unfortunately Candy Crush Jelly Saga is not available for all mobile devices.

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. Alternatively, back-up your device first which will ensure that you do not lose your level progress - please be aware that items, such as Boosters and Gold Bars, can be lost during this process. If this occurs, please contact us for assistance.

How To Play

There's a new player in town, the wiggling, jiggling Jelly Queen and she's here to challenge you to a game of Candy Crush Jelly Saga!  Whatever your favorite moves, you better hope they're Jellylicious enough to take on the mighty Jelly Queen. 

Candy Crush Jelly Saga is full of delightful new game modes, features and boss battles featuring the Jelly Queen!  Have your battle skills at the ready to show off your Jellylicious moves and take turns switching candies against Jelly Queen. Every sweet move will spread more Jelly and whoever spreads the most will win the level!  

What are the different games modes?

Candy Crush Jelly Saga has several game modes, each with a different challenge:

  • Spread the Jelly: Spread the pink jelly by matching candies sitting on the existing pink jelly on the game board. If you fail to cover the whole board with jelly before running out of moves you will fail the level.
  • Beat the Jelly Queen: Spread more jelly than your opponent, the Jelly Queen. Your jelly is pink and the Jelly Queen’s jelly is green.

    If you create special candies, you will stun the Jelly Queen and get an extra turn. If you create three special candies in a row you can do a power move, which creates an explosion. If placed right it will spread more of your jelly.

    Tip: Avoid matches that could work in favor of the Jelly Queen!

  • Release the Pufflers: Collect the marshmallow Pufflers hidden under the frosting. Make matches on top of the frosting to remove it and to uncover the Pufflers. If Pufflers are revealed partially, they will move under the frosting. If you have not collected enough Pufflers when you run out of moves, you will fail the level.
  • Beat Cupcake Carl: Collect the required amount of Pufflers before your opponent, Cupcake Carl. If you do not collect enough Pufflers before Cupcake Carl you will fail the level.

    If you create special candies, you will stun Cupcake Carl and get an extra turn. If you create three special candies in a row, you can do a power move, which creates an explosion that will crack more frosting, revealing the hidden Pufflers.

What are special candies?

Special matches create special candies and effects in the game:

  • Candy Fish: Match 4 candies of the same color in a 2x2 square. This will create a Candy Fish of the same color. You can then match the Candy Fish and it will activate to eat another tricky candy from the board.
  • Striped Candy: Match 4 candies of the same color in a row to make a Striped Candy. If you match the Striped Candy it will create a line blast to clear an entire line of candies!
  • Wrapped Candy: Match 5 candies of the same color in a T or L shape. This will create a Wrapped Candy. Wrapped Candies will explode to clear all of the candies surrounding them and blockers too (e.g. Liquorice Locks or Cupcakes). Deliciously explosive!
  • Color Bomb: Match 5 candies in a row to create a Color Bomb. Match the Color Bomb with any candy of any color on the board to clear all the candies of that color.
  • Coloring Candy: Match 6 candies in a T shape (there must be at least 5 candies in a row to activate this special match). This will create a Coloring Candy. When you match the Coloring Candy with any candy on the board, each candy of the color you matched will become the color of the Coloring Candy.

    Match any of these special candies with each other to create even sweeter and totally epic effects. But we won’t ruin the surprise, get matching! 

What do boosters do?

Boosters can make the difference between winning and failing a level! There are three different types of boosters:

  • Lollipop Hammer: This delicious booster allows you to crush any candy, of any color, to remove it from your board!
  • Striped Lollipop Hammer: This powerful booster allows you to create a horizontal and vertical line blast starting from any candy of your choice. Line blasts clear an entire line of candies! This is very useful when spreading jelly.
  • Color Bomb Hammer: This booster allows you to crush all candies of the same color!

How can I get boosters?

Some boosters are unlocked as you progress through the levels. Once you have used your boosters, you can acquire more with Gold Bars.

What are Gold Bars used for?

Need more moves to get you through a tricky level? Or perhaps you have run out of lives. Gold Bars can be used in exchange for extra lives, moves and boosters. They can be purchased with real money; however you don’t have to purchase Gold Bars to progress through the game.

How do I get more Gold Bars?

You can buy Gold Bars from the in-game shop.

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.

How many lives do you get in Candy Crush Jelly 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 get a full set of lives in exchange for Gold Bars from the shop or ask your friends to send you extra lives.

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.

Troubleshooting

The game keeps freezing/crashing. What should I do?

Please try all the options 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 or King.com account, your progress will be saved. However, if you’ve never connected to Facebook or King.com 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 regularly to ensure your progress can be restored in the event that you need to replace your device. Boosters and Gold Bars will be lost since they are stored on the device. If you experience this issue please contact us.

I can’t synchronise my progress, what should I do?

If you are experiencing issues synchronising the game to your Facebook or King.com account, please try all the options below to resolve the issue:

  • Restart your device - Memory issues on your device can cause sync issues. Restarting your device will clear the memory (this will not cause any loss of data) and should resolve the problem.
  • Reset the game - Resetting the game can also fix sync 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.
  • If you are trying to sync the game with Facebook, try deleting the Facebook app from your device and re-installing to kick-start the sync process.
  • Update device software - Finally, you should always ensure that your device has the latest software.

I purchased/received boosters and/or lives on my tablet, but cannot see them when I play the game on mobile. Why?

When you receive life notifications or buy/accept boosters, they are delivered to the device you are using. If you switch devices, boosters and lives will not appear, only level progression and Gold Bars are synchronized across all platforms.

How do unlimited lives work?

Our games operate in real time. When you receive unlimited lives the timer starts as soon as you receive the items and continues even if you are not playing.

How do I save my progress?

There are two ways to save your progress; via Facebook (this option is only available if the game can be played on Facebook) and via Kingdom. By connecting to Kingdom or Facebook, you can…

  • Save your game: You’ll be able to synchronize your progress from Facebook/Kingdom to your mobile device and vice versa, this ensures that your progress will not be lost should you switch devices.
  • Get help from friends: The more the merrier! On Facebook and Kingdom you can keep up to date with the progress of friends or other King players (score and level) and compete against them to make sure you’re top of the score list. Friends and players within the Kingdom can also give you more lives and help you to unlock new episodes.

Do I need a Facebook or Kingdom account to play?

No. You can play the full game without ever connecting to Facebook or Kingdom. In fact, you can even play the game without an internet connection. However, please remember that if you do not connect, your progress will be lost.

The game says I have to wait hundreds of minutes for my next life, what’s happened?

If you have recently changed the time on your device (due to travelling or other reasons) this may affect the lives timer in game. To fix the issue, please open the map screen in the game and check how long you have to wait for your next life. Now set the clock on your device forward by that amount of time.

For example, if the game says “100 hours until your next life" you will need to change the date in your phone’s calendar. In this case, please calculate how many days are in 100 hours and set the date forward accordingly. Once this is complete, briefly return to the game’s map screen and then return to the settings menu on your device and set the date and/or time back to the correct time. Finally, restart your device and this should resolve the problem.

When are you releasing new levels?

New levels are released as regularly as possible. Quality is important to us, and we always want to ensure new content is up to the highest possible standard, occasionally this process can take some time. Keep an eye on our official Facebook fan page for updates on the latest episode releases.

The levels seem different on desktop vs. mobile. Why?

Occasionally there may be some slight differences between levels on desktop vs. mobile. This is because we sometimes adjust levels to make them better suited to the mobile experience.

How do I turn off notifications on Android?

Notifications can be switched off through your device’s settings menu.

  • Open ‘Settings’
  • Select ‘Apps/App Manager’
  • Then select the Candy Crush Jelly Saga
  • Now simply uncheck the ‘Show Notifications’ option

I am having trouble connecting to the app store. Help!

If you are having trouble connecting the the app store to make a purchase in-game, please follow the steps below to resolve the issue:

  • Open the game on your device
  • Try to make a purchase with Gold Bars
  • If you receive an error message, please close the pop-up screen
  • Return to the main menu screen in game and sign out of Facebook/Kingdom – this option can usually be found in the game’s settings menu
  • Exit the game and close down all open apps on your device
  • Then go to ‘Settings’ on your device and sign out of the app store
  • If you are playing on Android, please clear the game’s cache – go to Settings > Apps/App Manager > Game > Clear Cache
  • Switch off your device and leave it for two minutes. This will also clear the cache
  • Switch on your device, go to ‘Settings’ and sign in to the app store
  • Finally, open the game, connect to Facebook/Kingdom and then try to make your purchase again.

I am not receiving messages in-game from friends and/or other Kingdom players. Why?

Sometimes, due to the volume of messages being sent globally, some messages may occasionally drop. If this occurs, we recommend re-sending your request to friends. If this doesn’t solve the issue, please contact us.

I have seen King promotions such as survey, which I can complete to win prizes. Is this genuine?

King only run competitions and promotions via our official social media and website channels. Please look for the official blue verified tick on all social channels before engaging in any promotions, offers or competitions. We will never request personal information, such as bank details, for our promotions.

Please note: King cannot be held responsible for any third party offers and promotions. If, after checking our official pages, you are still unsure about a promotion then please contact us directly with the full details and link to the offer.

I have been stuck on a level for ages. Is the game fixed?

While some levels can be challenging, we would like to reassure you that all levels can be completed without using boosters or extra moves. All of our games are a blended mix of luck, skill and tactics. Starting boards are randomly generated. Once the level begins it’s down to your choices in game which affect/determine the outcome of the level. If you would like further assistance on a specific level please see our tutorials section: https://care.king.com/en/tutorial

Why does my friend have new game features, but I do not?

From time to time we test temporary new features in our games, this is rolled out to a small selection of players. The selection process is completely random. If we decide that a new feature will remain in game, it will then be rolled out to all players.

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, 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 inviting them via email.

Troubleshooting: Facebook

The game keeps freezing/not loading, what shall I do?

If the game keeps freezing/not loading please follow the steps below to resolve the 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 your cache. This can all be done via your browser's settings menu
  • If you have multiple browser windows or tabs open, please try closing all of 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!

How do we turn off Facebook notifications?

To block Facebook notifications, please go to the ‘Settings > Blocking > Block App Invites’ to adjust your preferences. Or you can follow this link: https://www.facebook.com/settings?tab=blocking

I have connected to Facebook but have lost messages and lives from my friends

While it is possible to store in-game messages from your friends, we cannot guarantee that they will remain on your device indefinitely.

Lives can be lost through an update to the game or by restarting your device, which clears a certain amount of memory. We recommend limiting the number of messages and lives that you save as a full mailbox can affect the functionality of the game and we cannot guarantee that all lives will be saved. You can request lives for free, at anytime, from your friends.

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

First, check your internet connection, as this will be required to receive messages and help from your friends. Where possible, 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 to Facebook to see if this resolves the issue.

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)
  • 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 your device settings to get the latest version

For step-by-step instructions on how to resolve 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!

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 Jelly 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. Ensure they log-out when you want to log back in.

The game is showing a black screen after loading. What shall I do?

If the game shows a black screen after loading, please follow the steps below to try and resolve the issue:

  • Refresh the Facebook page and try to load the game again
  • Clear your browser cache and re-load the game
  • Check that you are using the latest version of your internet browser. You can click here to check if your browser software is up to date.
Information to include when contacting us

If you decide to contact our support team, we may request some additional information to assist you with your enquiry. Please take a look at some of the guidelines below on how to send us additional information:

How do I take a screenshot?

Occasionally, to fully understand the problems you are encountering, we may require a screenshot from your device. It is also best practice to do this whenever you encounter a problem. Please follow the instructions below on how to take a screenshot:

For Mac

  • To capture the entire screen - Hold down ‘command, shift and 3’ on your keyboard
  • To capture only a selection of your screen – Hold down ‘‘command, shift and 4’ and then click (do not release your finger from the mouse) and drag the cursor over the area you would like to capture. Release the click and this will capture the screenshot
  • Mac screenshots are automatically saved to your desktop

For Windows (desktop)

  • Press ‘PrtScn’ on your keyboard to capture the entire screen
  • The screenshot will be copied to an invisible clipboard
  • Open a new Word document or Paint and press and hold ‘Ctrl and V’ to paste the screenshot. You can then save the screenshot to your desktop
  • If you only wish to capture one Window on your screen, press and hold ‘Alt’ and ‘PrtScn’
  • Alternatively, you can use the Snipping Tool program on your Windows computer. Open the program and click “New" in the program window. Then click (and hold) and drag your mouse cursor over the area of the screen you would like to capture. When you have finished, release the click - the screenshots will be saved to your desktop.

For iOS

  • Press and hold the ‘Sleep/Wake’ button with the ‘Home’ button for 1-2 seconds until the screen flashes
  • The screenshot will be automatically saved to Photos

For Android
Depending on the device you are using, there are several ways to capture a screenshot on Android.

  • Press and hold the ‘Volume Down’ button with the ‘Power’ button for 1-2 seconds until the screen flashes
  • Or, press and Hold ‘Home’ and ‘Power’ to capture the screenshot
  • Images will be automatically saved to your Gallery in the ‘Screenshots’ folder

For Windows Phone

  • Press and hold the ‘Volume Up’ button with the ‘Power’ button for 1-2 seconds until the screen flashes
  • Images will be automatically saved to the ‘Screenshots’ album in the Photo Hub

For Amazon

  • Press and hold the ‘Volume Down’ button with the ‘Power’ button for 1-2 seconds until the screen flashes
  • Images will be automatically saved to the ‘Screenshots’ folder in the Pictures

What browser am I using?

If you are playing the game on Facebook or King.com, we may need to know which browser you are using. Please provide us with the information that appears when you visit this link - https://www.whatismybrowser.com/

What device information do you require?

To help us deal with your enquiry quickly, it would be great if you could provide as much detail as possible about your device, including:

  • Model number
  • Operating system
  • Storage available on your device
  • Version of game installed (this information can be found under the description in the app store).