We’re sorry to hear about the problem. Please try the following troubleshooting methods to ease the issue.


  1. Connect to a different network (e.g. a stronger Wi-Fi network or a 4G/5G network) 
  2. Restart your device and re-enter the game. 
  3. Log in to your game account on another device (The most efficient way to test if it is an individual issue.)


IMPORTANT NOTE: Ensure that you have saved your transfer code before trying the above method to prevent progress loss.

If the above does not help, please contact our customer support along with the following information if possible:

  • What actions crash/freeze your device (e.g. collecting resources, recruiting heroes, engaged in the Survival Zone, etc.)?
  • Actions taken before the issue happened (e.g. updating the game, reinstalling it, etc.). 
  • Your device details (device model and OS number)