What to do if my game is crashing/freezing?
Android
If the game keeps crashing or freezing, please refer to the links below to troubleshoot the issue.
Fix an installed Android app that isn't working
Fix an Android device that freezes or won't respond
Apple
If the game keeps crashing or freezing, please refer to the links below to troubleshoot the issue.
If an app on your iPhone or iPad stops responding, closes unexpectedly, or won’t open
Close an app on your iPhone or iPod touch
If the game keeps crashing or freezing, please refer to the links below to troubleshoot the issue.
Fix an installed Android app that isn't working
Fix an Android device that freezes or won't respond
Apple
If the game keeps crashing or freezing, please refer to the links below to troubleshoot the issue.
If an app on your iPhone or iPad stops responding, closes unexpectedly, or won’t open
Close an app on your iPhone or iPod touch
The game is running too slowly.
Android
If the game is running too slowly, please refer to the link below to troubleshoot the issue.
Speed up a slow Android device
Apple
If the game is running too slowly, please refer to the link below to troubleshoot the issue.
If your iPhone or iPad is running slow
If the game is running too slowly, please refer to the link below to troubleshoot the issue.
Speed up a slow Android device
Apple
If the game is running too slowly, please refer to the link below to troubleshoot the issue.
If your iPhone or iPad is running slow
My device overheats while playing the game.
Android
Many devices — especially high-performance ones — tend to heat up when running resource-intensive games or apps. This is completely normal, but if you find it concerning, try the following steps:
1. Close any other apps before launching the game.
2. Fully charge your device before playing. If that's not possible, make sure your battery is at least 50% charged before you start.
3. Ensure the game is updated to the latest version. New updates often include performance improvements for various devices.
If overheating affects your device’s performance, we recommend contacting the manufacturer for further assistance.
Apple
Many devices — especially high-performance ones — tend to heat up when running resource-intensive games or apps.
This is completely normal, but if you find it concerning, please refer to the link below.
If your iPhone or iPad gets too hot or too cold
If you need further assistance, contact Apple.
Apple Support
Many devices — especially high-performance ones — tend to heat up when running resource-intensive games or apps. This is completely normal, but if you find it concerning, try the following steps:
1. Close any other apps before launching the game.
2. Fully charge your device before playing. If that's not possible, make sure your battery is at least 50% charged before you start.
3. Ensure the game is updated to the latest version. New updates often include performance improvements for various devices.
If overheating affects your device’s performance, we recommend contacting the manufacturer for further assistance.
Apple
Many devices — especially high-performance ones — tend to heat up when running resource-intensive games or apps.
This is completely normal, but if you find it concerning, please refer to the link below.
If your iPhone or iPad gets too hot or too cold
If you need further assistance, contact Apple.
Apple Support
How do I update my device?
Android
For a smooth gameplay experience, it's important to keep not only the game app but also your device up to date.
To learn how to update your device, please refer to the link below.
Check & update your Android version
Apple
For a smooth gameplay experience, it's important to keep not only the game app but also your device up to date.
To learn how to update your device, please refer to the links below.
Update your iPhone or iPad
If your iPhone or iPad won't update
For a smooth gameplay experience, it's important to keep not only the game app but also your device up to date.
To learn how to update your device, please refer to the link below.
Check & update your Android version
Apple
For a smooth gameplay experience, it's important to keep not only the game app but also your device up to date.
To learn how to update your device, please refer to the links below.
Update your iPhone or iPad
If your iPhone or iPad won't update
The sound effects in the game aren't working.
Android
If you're experiencing issues with game sound, try the following steps.
1. Make sure that music and sound effects are enabled in the game settings.
2. Restart the app.
3. Restart your device.
* On most smartphones, press and hold the power button for about 30 seconds until the device restarts.
* You may need to tap Restart on the screen.
If the problem continues, try these additional steps.
1. Check if your device is muted or if the volume is too low.
Change volume, sound, & vibrate settings
2. Disconnect any headphones and try again.
Check if there are any issues with your Bluetooth headphones connection.
Fix Bluetooth problems on Android
3. Check if a music player is running in the background.
If none of the above works, open another app to see if the sound works as expected.
If audio is not working across multiple apps, the issue may be with your device rather than the game.
Apple
If you're experiencing issues with game sound, try the following steps.
1. Make sure that music and sound effects are enabled in the game settings.
2. Restart the app.
3. Restart your device.
Restart your iPhone
If the problem continues, try these additional steps.
1. Check if your device is muted or if the volume is too low.
2. Disconnect any headphones and try again.
Check if there are any issues with your Bluetooth headphones connection.
If you can't connect a Bluetooth accessory to your iPhone or iPad
3. Check if a music player is running in the background.
If none of the above works, open another app to see if the sound works as expected.
If audio is not working across multiple apps, the issue may be with your device rather than the game.
If you're experiencing issues with game sound, try the following steps.
1. Make sure that music and sound effects are enabled in the game settings.
2. Restart the app.
3. Restart your device.
* On most smartphones, press and hold the power button for about 30 seconds until the device restarts.
* You may need to tap Restart on the screen.
If the problem continues, try these additional steps.
1. Check if your device is muted or if the volume is too low.
Change volume, sound, & vibrate settings
2. Disconnect any headphones and try again.
Check if there are any issues with your Bluetooth headphones connection.
Fix Bluetooth problems on Android
3. Check if a music player is running in the background.
If none of the above works, open another app to see if the sound works as expected.
If audio is not working across multiple apps, the issue may be with your device rather than the game.
Apple
If you're experiencing issues with game sound, try the following steps.
1. Make sure that music and sound effects are enabled in the game settings.
2. Restart the app.
3. Restart your device.
Restart your iPhone
If the problem continues, try these additional steps.
1. Check if your device is muted or if the volume is too low.
2. Disconnect any headphones and try again.
Check if there are any issues with your Bluetooth headphones connection.
If you can't connect a Bluetooth accessory to your iPhone or iPad
3. Check if a music player is running in the background.
If none of the above works, open another app to see if the sound works as expected.
If audio is not working across multiple apps, the issue may be with your device rather than the game.
I was advised to contact the manufacturer or mobile carrier — what should I do next?
Android
If issues with your device persist, we recommend contacting your device manufacturer or mobile carrier for further assistance.
Please refer to the link below for additional support.
Get help from your device manufacturer & mobile carrier
Apple
If issues with your device persist, we recommend contacting your device manufacturer or mobile carrier for further assistance.
Choose your country or region to learn about the wireless carriers available to you in the link below.
Wireless carrier support and features for iPhone
If issues with your device persist, we recommend contacting your device manufacturer or mobile carrier for further assistance.
Please refer to the link below for additional support.
Get help from your device manufacturer & mobile carrier
Apple
If issues with your device persist, we recommend contacting your device manufacturer or mobile carrier for further assistance.
Choose your country or region to learn about the wireless carriers available to you in the link below.
Wireless carrier support and features for iPhone
The game keeps disconnecting.
Android
Network disconnection is a common issue when your device’s internet connection is unstable.
Try the following steps to troubleshoot.
1. Check that you're connected to a stable network.
Sometimes, even if your device shows as connected, the network may be overloaded or malfunctioning.
If issues persist, consider contacting your internet service provider.
2. If you're using mobile data, try switching to Wi-Fi.
We recommend using Wi-Fi or 3G/4G networks that offer more stable connectivity.
3. Restart your device or reload the game.
If the issue continues, try opening another app that uses the internet to check your connection.
If the problem affects other apps as well, it's likely an internet connectivity issue rather than a game issue.
For help with resolving internet connection problems on your device, please refer to the link below.
Fix internet connection problems on Android devices
Apple
Network disconnection is a common issue when your device’s internet connection is unstable.
Try the following steps to troubleshoot.
1. Check that you're connected to a stable network.
Sometimes, even if your device shows as connected, the network may be overloaded or malfunctioning.
If issues persist, consider contacting your internet service provider.
2. If you're using mobile data, try switching to Wi-Fi.
We recommend using Wi-Fi or 3G/4G networks that offer more stable connectivity.
3. Restart your device or reload the game.
If the issue continues, try opening another app that uses the internet to check your connection.
If the problem affects other apps as well, it's likely an internet connectivity issue rather than a game issue.
For help with resolving internet connection problems on your device, please refer to the link below.
If your iPhone or iPad won't connect to a Wi-Fi network
Network disconnection is a common issue when your device’s internet connection is unstable.
Try the following steps to troubleshoot.
1. Check that you're connected to a stable network.
Sometimes, even if your device shows as connected, the network may be overloaded or malfunctioning.
If issues persist, consider contacting your internet service provider.
2. If you're using mobile data, try switching to Wi-Fi.
We recommend using Wi-Fi or 3G/4G networks that offer more stable connectivity.
3. Restart your device or reload the game.
If the issue continues, try opening another app that uses the internet to check your connection.
If the problem affects other apps as well, it's likely an internet connectivity issue rather than a game issue.
For help with resolving internet connection problems on your device, please refer to the link below.
Fix internet connection problems on Android devices
Apple
Network disconnection is a common issue when your device’s internet connection is unstable.
Try the following steps to troubleshoot.
1. Check that you're connected to a stable network.
Sometimes, even if your device shows as connected, the network may be overloaded or malfunctioning.
If issues persist, consider contacting your internet service provider.
2. If you're using mobile data, try switching to Wi-Fi.
We recommend using Wi-Fi or 3G/4G networks that offer more stable connectivity.
3. Restart your device or reload the game.
If the issue continues, try opening another app that uses the internet to check your connection.
If the problem affects other apps as well, it's likely an internet connectivity issue rather than a game issue.
For help with resolving internet connection problems on your device, please refer to the link below.
If your iPhone or iPad won't connect to a Wi-Fi network