Help

Rescuing super-cute pets can be a challenge, so if you’re looking for hints and tips on overcoming a difficult level, or have run into some more technical problems, take a look at our FAQs below for help:

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 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

In-app purchases on King.com

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

Supported devices

iOS, Android and Amazon

Pet Rescue Saga is available on iOS (iPhone, iPad, iPad Mini), Android and Amazon 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 Pet Rescue 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

Pet-napping is a common problem in the Animal Kingdom, so it's up to you to save the tiny pets from the Pet Snatchers.

Become a hero by solving the puzzles that keep the poor pets trapped. Match two or more blocks of the same color, to clear them and gradually bring the pets down to ground level. Once the pets reach the bottom they will be free.

Earn at least one out of three stars to complete the level.

How do I gain points?

Click/tap on two or more adjacent blocks of the same color to pop them and win points. The aim is to earn enough points to win at least one star.

The more points you get, the more stars you’ll win – up to a maximum of three. Popping a larger set of blocks will earn you substantially more points and more stars.

What are the different game modes?

There are several game modes, each of which challenges you in a different way:

  • Classic: Clear all or as many blocks as possible.
  • Score: Achieve as many points as possible in a limited number of moves.
  • Rescue: Save a certain number of pets by bringing them down to the ground level.

How many lives do you get in Pet Rescue 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 5 minutes. If you don’t like waiting, you can get a full set of lives refilled in exchange for some Gold Bars, or you can ask your friends to send you extra lives.

What are boosters?

Boosters can be useful if you find yourself in a pickle, or if you’re stuck on a particularly challenging level. Boosters can be purchased from the in-game shop.

What types of boosters are available?

There are several types of boosters that can help you on your quest through the game:

  • Color Pop: These balloons clear all blocks of the same color on the screen.
  • Column Blaster Rocket: This powerful rocket clears a vertical range of blocks.
  • Line Blasters: Blasts obstacles on that line to smithereens.
  • Block Buster Hammer: Allows you to target and remove any one block from the game board.
  • Mesh Masher: Let's you cut your way through confining meshed blocks.
  • Master Keys: Unlock locked block barriers.

How do I use boosters?

Some boosters can be activated in the pre-game screen before you enter a level, whilst others can be activated during gameplay. New boosters will become available to purchase or earn through points, as you progress through the game.

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 Pet Rescue 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 Pet Rescue 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.
Troubleshooting: Kingdom

Playing games on King.com

I already play Pet Rescue 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/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!

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.

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 Farm Heroes Saga.

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.

How do I change the currency?

Currently there is no option to change currency. This will be added shortly to the payments section under settings.

Can I use the Chat feature to speak to other players?

You can use Chat to send messages to other players, however this feature is restricted to players on your favorite friends list. To add players to this list either type their email, scan your Google Contacts or click the add button next to their name in the friends section of the side bar.

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

You can switch off the music and/or sound effects of the game by clicking on the music and speak symbols at the corner of the game screen.

What if I see an abusive/offensive username on King.com or Kingdom?

Please contact us to report the issue.

I changed my avatar but it hasn't updated on my profile. Why?

Please not that it can take up to 48 hours for an avatar to be updated on your profile.

Connecting to Kingdom

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.

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).