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We always recommend playing on a private Wi-Fi network with a wired connection from a reliable operator to ensure the best connection possible. To help you improve your gameplay, follow these steps:

If you are using a computer with a wired connection:

  • Make sure your operating system is updated
  • Automatically sync your system time
  • Disable all add-ons, extensions, and VPN
  • Clear browser cache
  • Try a new browser/client
  • Restart your computer and your router
  • Close all other applications and Limit other bandwidth-heavy applications.
  • Ensure you’re not being blocked from parental or network controls
  • Check firewall or third-party firewall software (or any internet software in general)
  • Temporarily disable anti-virus and test
  • (Windows): Run ipconfig /flushdns & netsh winsock reset in the command prompt

If these steps don’t work contact us here and provide the following information:

  • Operating system (Windows 10/macOS)
  • Platform (Client/Chrome/Opera)
  • CPU
  • Graphics Card
  • Average ping
  • Screenshots/Videos of the bug

If you are using a mobile or Wi-Fi connection on mobile:

  • Avoid playing in underground areas or when you are on the move
  • Turn off Bluetooth
  • Turn off any open background applications
  • Don’t play on Low Power Mode
  • Switch off your Wi-Fi or mobile data and switch it on again after a few seconds

Remember, that public networks can be slow and the signal not strong, and congested, so always make sure that the network you are using is not experiencing problems.

Mobile Cache Troubleshooting​

  • See if there’s any update for your device and in the mobile stores for the game
  • Check if there is free memory and device storage, if not try cleaning some contents
  • Ensure you’re using a good internet connection, we advise using a private network
  • Clean your mobile store application cache for Google, for Apple here or Samsung here
  • Reinstall the game

Mobile Purchases

Usually orders are delivered instantly but may take up to 24h. When such delays occur, the purchase is still being processed and there’s no need to try purchasing again.

If you have any issue with your order, it likely has to do with your billing and card information. To verify that your information is consistent, log into your mobile store or payment app and update it to match your payment method. Also contact your bank to confirm any restrictions and details on your payment method and your mobile app provider:


To ask for your refund please contact Google through this form or Apple Support here