Working with the technology available, we strive to produce the smoothest and best experience! However, due to a variety of factors outside of our control, sometimes technical hiccups can occur.
When the game is not working properly, such as failure to load, lagging, crashing, or freezing, it is likely caused by:
- Low device memory.
Closing apps that are running in the background can help free up device memory.
- Lack of storage space.
Uninstalling apps that you no longer use or need, as well as removing/transferring files from your device, can help free up device storage.
- Poor connectivity.
Additionally, making sure you are playing on a strong Wi-Fi connection can help with game performance.
Please try the initial guidance provided, as well as additional troubleshooting for any specific issue you may be experiencing.
Why is the game not loading?
If you’re having issues with the game not loading or taking a long time to load, please try the following troubleshooting tips:
- Check that the app version and device operating system is updated.
You can make sure you’re up-to-date with the latest version of the game by referencing that info on the game page in the app store, and making sure this matches the version showing within your game. For your device’s operating system, this should be visible in the device info within the Settings menu and will show if any updates are available.
- Force close the game.
You can force close the game through your device's application manager, or swipe away the app on the screen that shows the currently open apps. Re-launch the game and then check the situation.
- Restart your device.
Restarting your device will renew available device memory.
- Uninstall and reinstall the game.
Don’t proceed with this step unless your game is backed up by linking your account to either Facebook or Apple. As long as you’re playing with a linked account, your progress should remain intact after a reinstall. However, this cannot be guaranteed for Guest accounts.
Why is the game lagging or running slow?
If you’re having issues with the game running slow, this may be a result of insufficient device memory.
You can optimize performance and improve gameplay by following the general troubleshooting, as well as clearing the cache for the game application.
For Android devices, this can be done by:
- Opening Settings menu and going to “Apps”.
- Locate and click the app for the game.
- Tap “Storage & Cache”.
- Clear cache.
- Restart the game.
Please note that instructions for clearing the cache may vary slightly across device types or software version/operating system.
Why is the game crashing or freezing when playing?
If your game is freezing and/or you're receiving an error when playing, this could mean that the connection between your device and our server was interrupted.
If this occurs often, please try the following recommendations:
- Play for shorter lengths of time.
Playing for long uninterrupted sessions can strain your device's resources.
- Restart your device more often.
Consistent restarts can help maintain healthy available device memory and keep your device and game running smoothly.
I’m still having issues!
If you are still experiencing technical issues and the troubleshooting provided did not fix it, please reach out to our Customer Support team through the in-game support feature.
When contacting us, please provide the following information to our team so that we can assist you more efficiently:
- Were you able to capture a screenshot or video of the issue taking place?
- What date and time did the issue occur?
- Is there a specific error you're receiving?
- Does this only occur in a specific feature?
- Did this occur after updating the game?
Performing regular maintenance on your device is the best way to prevent issues while gaming online!