Note: If you are able to access the game's cloud save menu, please ensure that you have backed up or uploaded your device's save data to the cloud, before commencing these steps.
Try the following tips regularly to maintain optimum performance of your game. Some of these steps may also help with refreshing your game and clearing various glitches:
1. Close all unnecessary applications
Force close all unnecessary applications running in the background.
You may need to have a look in your task manager to clear any processes which aren't necessary while you are playing the game.
Windows Phone 8
You can now quit applications by holding ← (back) and then clicking the Ⓧ (circled X) that appears in the top right corner of the application.
Since 8.1, users can also swipe down on an application in this view for the same effect.
iOS 6 and previous
Clear your multitasking tray by double tapping the home button to bring up the tray, then tap and hold on one of the icons until they start to shake. Tap all of the little red icons to close all of the apps in the multitasking tray.
Double tap your home button to enter multitasking mode, then swipe upwards on each app's screen preview (not the icon) to close it.
Apps such as Facebook & Messenger may continue using memory even after they have been closed in the multitasking menu.
To check for this, go to the Background App Refresh section of your device settings, then toggle OFF apps such as these to prevent them from using additional memory while you play. You will also need to restart your device to make sure that the memory has been cleared.
2. Restart your device
Reboot your device by turning it off for a few seconds and then powering it back on again. This can help to clear the memory of your device from any tasks that should no longer be using resources.
You may need to also try a hard reboot. To do this, hold down the power and home buttons simultaneously until the screen turns off and the Apple icon appears. Once you release the buttons your device will reboot.
3. Try a different network connection
If you're having trouble with a slow download, or experiencing connection errors, you may need to try a different network connection to the one that you're on.
If you're on 3G/4G, try using a WiFi connection instead; or, if you're already on WiFi, try seeing if you can get access to the game on a different WiFi network. Sometimes a public Library or workplace will have a stronger Internet connection.
You may also need to check that your firewall (if you have one) is not restricting your access to the App, or other third party apps such as Facebook that may affect other parts of your game.
4. Re-install the problem app
If the app is crashing consistently on a certain level or when it starts up, it's very likely that some of the assets you downloaded when you were installing or updating weren't downloaded correctly. Uninstalling the game and re-installing it will usually fix these types of crashes.
On Android, some devices may take a while to fully erase the game files before you begin re-installing. If you have an application manager on your device, try using it to make sure that all of the game files have been completely removed prior to re-installing the game. Restarting your device can also ensure that the memory has cleared these files, or just wait a little while before re-installing the game again.
You will want to make sure that you are using a stable WiFi connection to download the game again where possible. Most of our games can have relatively large downloads, so doing this will minimize the chance of experiencing connection issues which may corrupt game data as it's being downloaded. If you're using Android, the game will need to remain open while installing or launching it for the first time; it may not install correctly while running in the background.
If you have the option, remember to back-up your save data to the Cloud from the in-game settings menu so that you can restore it later without losing your progress; uninstalling an app will usually erase your local save data along with the app so that it can re-install clean. You will want to make sure that your latest progress is available on the Cloud for you when you're ready to do this, if possible.
5. Clear some additional storage space
Erasing some photos, videos or other apps that you no longer need to clear some additional space on your device can vastly improve performance of your device. It's recommended to have at least 10% of your device's storage be free to prevent performance issues, or even hardware problems later on from overworking your device.
6. Turn off the Auto-Update feature
Downloading apps in the background while you play may cause some evident performance issues such as lagging or freezing in during gameplay. We recommend ensuring that your auto-update feature is turned off (particularly using iOS 7). Also, any apps that routinely require internet access to download or sync additional data while running in the background (such as Mail apps) are recommended to be closed completely to prevent this process from occurring during gameplay as well.
7. Close the game completely when you're not playing
A common issue for players can be loss of progress the next time that you open your game. *Disappearing save data or progress can also be a sign that your device is experiencing performance or memory issues, by force closing your game while it's running in the background without saving when you are using other apps. When you're done playing for the time being, you should always try to ensure that the game is closed completely before you go about doing other tasks on your device.
If you're experiencing persistent crashes, you may also be able to find crash reports from your device for the game, which can be valuable for our team to have a look at in order to assist you with this problem. Please try having a look to see if you have any reports available on your device that you can attach to your crash support ticket:
Retrieving crash reports on your device (iOS)
Please try backing up your save data to the Cloud, then sync your device to your computer. Then, you should be able to locate the correct log file for the app using the path for your operating system below. The log file's name should start with the app's name.
Mac OS X
C:\Documents and Settings\\Application Data\Apple computer\Logs\CrashReporter\\
Windows Vista & Windows 7
C:\Users\\AppData\Roaming\Apple computer\Logs \CrashReporter\MobileDevice\\
If you find any files for the game that you're having trouble with in there please attach them to your crash report, which can be submitted here.