General troubleshooting steps

1. Restart your device

• To restart your iOS device, please press and hold the Lock button and the Home button simultaneously for more than 10 seconds until the device reboots.

Note: Please do not reinstall the app unless advised by a support specialist, as it leads to the loss of all the progress of the game.

2. Check how much storage space is available on your device

Please check if there is enough free space on your device. You can find this information in the Settings of your device.

In case you lack storage space, you may try deleting some completed or in-progress works in the game.

3. Make sure your internet connection is stable

You may need to try to use a different wi-fi source.

Note: If you are having trouble accessing or loading the game, it is also useful to try opening the app with the internet connection turned off. Please notify a support specialist if the app opens without an internet connection rather than with one.

4. Close all the rest of the apps while playing

• How to force close an app on iOS devices:

https://support.apple.com/en-us/HT201330

5. Make sure you have the latest version of your game app installed from the App Store

1. To see if there are any updates for your app, open App Store by tapping the icon from your home screen
2. Find the app in the store by its name using the search bar
3. Check if there is an Update button available on the app page.

 6. Ask for help from a support specialist

If you haven't already, please help us to help you by sending us the following information: Game ID, current app version, OS version, and device model.

Game ID and the current app version can be found in the Settings of the game. The ID looks like a set of letters and numbers.

OS version and device model can be found in the Settings of your device.