Please try the following troubleshooting methods to ease the issue.


  1. Connect to a more stable signal Wi-Fi network or a 4G/5G mobile data.
  2. Relaunching the device and game.
  3. Log in to your game account on another device (It's the most efficient way to test if it is an individual issue.)


Attention: Please save the transfer code before taking the above method to prevent progress loss.


If the situation persists, please reach customer support along with the following information if possible:

  • What actions you've taken in the game before your device crashes or freezes (collecting resources, recruiting heroes, engaging in the Survival Zone, etc.)?
  • Did you update or reinstall the game before the issue happened?
  • Your device details, including device model and OS number.