If your application or certain game is not loading properly on your device, there are several basic troubleshooting steps you can try. These steps differ slightly depending on whether you are using an Android or an iOS/Apple device.
Please note: Many processes vary by device model and operating system version. Even if the instructions below do not exactly match your device, they should be similar enough to follow. For example, some Android devices may use Force stop instead of Force quit. If you are unsure about any steps, please consult your device manufacturer’s support site for precise instructions.
Loading Issues on Android 🤖📱
If your application or game is not loading properly on your Android device, try the following steps:
Restart Your Device
Turning your device off and back on is a common first step when experiencing issues. Press and hold the Power button, then follow the prompts to restart your device.
Clear the App Data and Cache
Android apps use a memory cache similar to a web browser cache. Clearing this cache can help resolve loading issues.
Steps:
Open the Settings menu
Select Application Manager or Apps
Tap the relevant app from the list
Select Storage
Tap Clear cach
Force-Quit the App
When you press the Home button, apps are minimized rather than fully closed. Force-quitting ensures the app fully shuts down and restarts fresh.
Steps:
Open Settings
Select Application Manager or Apps
Tap the relevant app from the list
Tap Force quit or Force stop
Loading Issues on iOS / Apple Devices 🍎📱
If your application or game is not loading properly on your iOS device, try the following steps. Please note, these steps may help improve performance. However, they do not guarantee a fix, as older iOS devices may experience memory leaks with graphically intensive games.
Speed Up Your iOS Device by Disabling Transparency and Motion
Transparency and Motion are visually appealing features, but disabling them can improve responsiveness.
Steps:
Open Settings
Select Accessibility
Tap Display & Text Size and enable Reduce Transparency
Tap Motion
Boost Performance by Disabling Background App Refresh
Background App Refresh allows apps to update in the background, which can reduce performance.
Steps:
Open Settings
Scroll down and select General
Tap Background App Refresh
Set it to OFF
The only effect is that apps refresh when opened instead of in the background.
Disable Siri Suggestions for Additional Speed Improvement
Siri Suggestions can slow down your device. Disabling them may result in noticeable performance improvement.
Steps:
Open Settings
Scroll down and select General
Tap Siri or Siri & Search
Turn Suggestions to OFF
Note: Disabling this feature means Siri Suggestions will no longer be available.
Bonus Tip: Force Restart the Device
Force restarting can help if many background processes are active. While it does not guarantee improved performance, it is easy to try.
To force restart an iPhone (iOS 16 and later):
Press and quickly release the Volume Up button
Press and quickly release the Volume Down button
Press and hold the Side button
Release the button when the Apple logo appears
For iPhone 7, iPhone 6s, or iPhone SE (1st generation), please refer to these instructions.
For iPad force restart instructions, please view this page.
Uninstall and Reinstall the App (Android & iOS)
If the issue continues, reinstalling the app may help in some cases, however it should only be attempted after all other troubleshooting steps have been tried and with guidance from our Customer Support team.
⚠️Please note:
When the app is uninstalled, some game save data may also be removed, as certain progress is stored locally on the device. As a result, uninstalling and reinstalling the game may lead to the loss of some progress.
This is because some players’ progress is not stored externally and cannot be restored once the app has been removed. For this reason, reinstalling the app should be considered a final troubleshooting step and is only suggested when players are comfortable proceeding and understand the potential impact.
Android Steps
Open Settings
Select Application Manager or Apps
Tap the relevant app
Tap Uninstall
After uninstalling, open the Google Play Store, download the application again, and relaunch the app
iOS Steps
Tap and hold the app icon until it wiggles
Tap Remove App when prompted
Open the App Store
Reinstall the app
After uninstalling, open the App Store, download the application again, and relaunch the app
💡Tip: If you are playing on a device with less than the recommended amount of RAM (random access memory), you may experience performance or loading issues. As new features are added, games increase in size and demand more from your device. Learn more about What're the Minimum Specs for Our Games?