Have you tried doing some basic fault finding techniques?
Are you running the most up-to-date versions of game app, Facebook, Google Play, browser, phone/device/PC operating systems, etc? (depending on what you play through).
Have you tried uninstalling & 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 menu.
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 game app or vice versa?
Have you checked out the Known Bugs & Issues forum threads?
If none of these suggestions assist you....then I suggest that you contact Pixel support directly.
You can contact Pixel support directly via your game settings menu.
Make sure that you check your email spam/junk folder for replies.
Don't send multiple tickets in quick succession to Pixel support otherwise their email spambot might eat them