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Just another thought do you play via game app, Facebook, Google Play or portal website?
Are you running the most up-to-date versions of game app, Facebook, Google Play, browser, operating systems, etc? (depending on what you play through).
Are you running the most up-to-date version of the game app, device/PC operating system, etc.?
Are you running the latest version of the browser, facebook or google play? (if you play through them).
Have you tried uninstalling and reinstalling the game app (but only do this if you have game progress and player ID registered with your email address or facebook account)?
Have you tried clearing cache, cookies, history, etc?
Have you tried the other usual troubleshooting techniques?
First & foremost ... write down your player ID number before doing anything ... it can be found in your game settings area.
Have you tried shutting down/closing all the other apps that are running on your phone/device/PC?
Have you tried the other usual things like:
- Log out & log in to the game app/browser/Facebook/portal/Google Play?
- Turn the phone/device/PC off & on?
- Turn the internet connection/source off & on?
- Try using a different internet source (WiFi or mobile data)?
- Try using a different browser?
- Try using a different phone/device/PC?
Have you tried playing through the portal website/Facebook/Google Play instead of the mobile app or vice versa?