I just got my coins from my city. When I got my prizes, and went to save a few, some did not go into my charm ‘holder’. I clicked out, opened it again…nothing changed, nada, nyet.
This isn’t the first time this has happened, either.
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Steve, figured post and see if anyone else had the same problem…
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Let’s clarify some terms for better understanding. There are two key areas to keep in mind: the charm buffer and the charm manager.
The charm buffer is located on the right side and allows you to load up to four sets of charms.
The charm manager is where all your charms are stored.
Sometimes, when collecting green prizes after gathering coins from your city, the charms from those prizes might skip the charm buffer and go straight into the charm manager.
If you notice that the total number of charms in the charm manager hasn’t changed after collecting prizes, it’s usually because the client-side (your browser or CW app) hasn’t synced correctly with the server. For example, if you open the charm manager immediately after clicking “collect prizes,” the charms from green prizes will not show in the charm buffer or charm manager. It will look like you didn’t get the charms.
To fix this, simply refresh your browser to sync the client with the server. Once refreshed, the total charm count should reflect the correct amount.
Additionally, I recommend logging out and logging back in at least once a week. When CW updates the application, those updates may not always load properly on the client-side. Logging out and back in ensures you get the latest updates, including new games, slots, clothing and accessories that might not appear otherwise.
Hope this helps! 
Happy Holidays.
-NG
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