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Troubleshooting crashing or freezing

Player Experience Team
Updated

For Android:

  • Make sure you’ve downloaded the game from the Google Play Store. We can’t verify the safety of versions downloaded from other sites.
  • Make sure you don't have pending updates for the game, all Google services and the OS.
  • Free up device memory by closing running unused background apps.
  • Increase storage memory by uninstalling apps you no longer need. Also, try transferring (or removing) videos and pictures from your device.
  • Clear the app cache. To do so on the latest Android OS go to Settings > Apps > select the App > Storage & Memory > Clear cache.
  • Close all the apps running in the background while playing.
  • Try to install the game in a different device.
 
If the issue still persists after this, please try the following:
  • Go to device Settings > Apps > Google Play Store >Tap on the top right dotted lines and select Uninstall updates.
  • Remove the game (don't forget to save your in-game account with your Google account).
  • Restart the device.
  • Go to the Google Play Store and install the game again.
 
Please be aware that some devices are made for different purposes, and not all lend themselves well for gaming. Also, the game may be unstable if your phone has a modified OS or a custom ROM.
 
You can also find more detailed troubleshooting info at this page: https://support.google.com/android/answer/2668665?hl=en
 

 

For iOS:

 

  • Make sure you’re running the latest iOS. To verify: Enter settings > General > Software Update. Here, you’ll see if any updates are available.
  • Check your device’s storage capacity. Enter Settings > General > “About” to check available capacity. Free up space by removing unused apps, pictures and videos.
  • Help your device run more smoothly by closing background apps you aren't using anymore. 
  • Restart your device. 
  • Try to install the game in a different device. 
 
Important: Please be aware that we do not support jailbroken devices and if you're using one, you could be disconnected from the game.
 
If this doesn't help, delete the app and force restart the device to see if this resolves the issue. Please check this link on how to do this: https://support.apple.com/en-us/HT201559. 
 
Make sure your account is linked to an Apple ID. That way you can jump right back into your game after reinstalling.
 
You can also find more detailed troubleshooting info at this page: https://support.apple.com/en-us/HT201398

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