If your game is not working properly, our goal is to get you back to playing normally as soon as possible. This article contains some tips for troubleshooting your iOS and Android devices, and provides a good starting place when you're encountering any bugs.
iOS
1. Close all other apps:
Make sure all other apps on your phone are closed. To close those apps, swipe up from the bottom of the screen and hold your finger in the middle of the screen. Once all open apps are shown, swipe up on the apps' window to close them.
2. Restart your game:
Repeat the same steps for closing apps, except this time with the game itself.
3. Begin a new save:
If the issue involves gameplay, it is usually a good idea to start a new game and see if the issue continues. If the issue doesn’t continue, then you’re good to go.
Occasionally save files become corrupted, and unfortunately, we’re unable to recover them.
4. Sign in and out:
Sign out and sign back in to your Apple ID from the Settings app.
5. Restart Your Phone:
To do so, press and hold either volume button and the side button until the power off slider appears. Drag the slider, then wait for 30 seconds for the phone to fully power off. To turn it back on, hold the side button until the Apple logo appears on the screen.
6. Reinstall the application:
To do this, press and hold on the App's icon until the icon starts shaking and an X appears on the corner of the icon. Press the X to delete the app. Then re-install the app from the app store.
Android
1. Close all other apps:
You can close apps by swiping up from the bottom of your screen, holding in the center, then letting go. Swipe up on the apps that you want to close. You can also scroll all the way to the left and select "Clear All" to close all apps.
2. Restart your game:
Same instructions for step 1, except this time with the game itself.
3. Begin a new save:
If the issue involves gameplay, it is usually a good idea to start a new game and see if the issue continues. If the issue doesn’t continue, then you’re good to go.
Occasionally save files become corrupted, and unfortunately, we’re unable to recover them.
4. Delete your game's cache:
You can find this option in Settings. Find your Apps, select your game, select Storage, then select Clear Cache.
For any issues regarding access to your purchases, we recommend repeating this for the Play Store app as well.
5. Restart your device:
You should be able to turn off your device by holding the Power button, then selecting the option to turn your device off when prompted.
6. Reinstall the game:
To reinstall your game, first, go to the Google Play Store. From there, open the Menu, then tap "My apps & games". Tap on your game, then select Uninstall.
Once the game is uninstalled, open the Menu again, tap "My apps & games", then tap "Library". Find your game in the Library, tap it and select Install.
Note that reinstalling the game will clear any saves not saved to the Cloud.
Is your issue sticking around even after these steps? Let us know in a ticket, and we'll do our best to help you out!