Having trouble with your Android mobile game freezing, crashing, loading, or connecting to servers? Try these troubleshooting steps.

Quick tips Restart Date/time Connection Cache Storage Other apps Update Install/reinstall Other devices

Important: Back up your game before trying to uninstall and reinstall it. If your game isn't saved when you uninstall it, you could lose all the game data on your account.

Link your game account to Facebook or Google Play to avoid losing game progress.

If you’re playing on a Guest account—not logged in to either an EA Account, Facebook, or Google Play—you can lose your game data if you uninstall and reinstall your app.

Before trying the steps below, remember the Android Settings interface can vary by phone. If you need more help, contact your device manufacturer.

If the interface is frozen

Delete unused apps or move them to the cloud or a microSD card. Then clear your cache by going to Settings > Apps > Clear Cache.

If the app crashes

Check that your phone and app have the latest updates.

If the screen won’t respond

Restart your device.

If the app won’t download

Clear the cache and wipe the history of the Google Play store. Go to Settings > Clear Local Search History.

If the app won’t launch

If your device is an older model

Some mobile games are too demanding for older devices to run. These steps might temporarily make the game run better: 

  • Turn off auto-updates on all apps, including email.
  • Force-close all other apps, including those running in the background.
  • Restart the device regularly, especially before playing.

If your device has been modified

Our games may not run properly on modified devices. To fix this, you’ll need to reset your device to factory settings.

Restart the app

  1. Open the Settings App on your device.
  2. Scroll down and tap on Application Manager.
  3. Scroll down in the Downloaded list and tap the name of the app.
  4. Tap Force Stop to fully close it.
  5. Relaunch the app.

Force restart your device

Press and hold the Power and Volume Down buttons until you see the reboot animation.

Restart your Wi-Fi 

  1. Open the Settings app.
  2. Head to Network & Internet > Wi-Fi.
  3. Turn Wi-Fi off, wait a minute, then turn Wi-Fi on again.
  4. Make sure you're reconnected to the correct network.

If the date and time on your device don't match your location, update them in Settings. If you’re using a VPN, disable it, then reload or reinstall your app.

Try connecting to your game using Wi-Fi. If that doesn’t work, try connecting using cellular data.

Find the Wi-Fi or mobile data option and toggle them On or Off from the Settings menu on your Android device.

Many Android devices have an option to allow you to use both Wi-Fi and mobile data in areas where your connection is poor. Check for this under Settings > Wi-Fi & Network, and try enabling it to see if it helps.

If you’re in a remote area, you may get a better connection using 3G for cellular data:

  1. In the Wi-Fi & Network settings, tap SIM & Network settings,
  2. Check your Preferred network type and try switching to a different option.

Clearing your app’s cache and data can help fix some issues. Here are steps to clear the cache and data (look under step 2).

Usually 1 GB is enough data to install a game, but some may need more. To check how much storage space you have left, go to Settings > Storage. Check your phone’s Total and Available space. 

If there’s less than 1 GB left, make some room and try to install the game again.

Other apps could be stopping your game from working, including:

  • anti-advertising software and ad-blockers
  • apps that analyze or change data going in or out of the game
  • custom ROMs or OS versions

Try disabling or uninstalling them to see if that fixes your issue.

Update your Android version

Usually you’ll find the option somewhere in your device’s Settings menu:

  • Settings > System updates
  • Settings > About phone > System updates

You might see other options, such as About device, Software updates, or Download updates.

If you’re not sure how to check your device for updates, check out the Android Help Center.

Update the app

  1. Open the Google Play Store app.
  2. Tap the menu icon in the upper-left corner.
  3. Tap Manage my apps & devices.
  4. Tap Update beside any app that shows an available update.
    • Some apps require a Wi-Fi connection to update.

Install another app from the Google Play Store

If you can’t launch any of your apps, there could be a problem with your Google authorization. Reauthorize your Google Account by downloading a new app from the Google Play Store.

If you installed apps using multiple Google Accounts, do this for each account.

Reinstall the app

Before reinstalling, make sure to back up your game and link your account to Facebook or Google Play to avoid losing game progress.

Then try uninstalling it from your device (look under step 2), then installing it again.

Did you reinstall your game but don’t see your progress? If you linked your game to Facebook or Google Play before uninstalling the app, your progress is still there. Play through the game’s tutorials and you’ll be right back where you were.

If it’s a paid app, make sure you use the Google account you purchased it with to avoid being charged again.

Get more tips on downloading your past purchases on Google Play Help.

If there’s still a problem after you’ve tried everything and you have another device you can use, install the app on it and see if you have the same problem.

The best way to contact us for help with mobile games is by creating an in-game ticket. This sends us through details about your account and means we can help you faster.

If you need help because you’re locked out of your game or have lost your device, have your game info ready before reaching out to us. Our advisors need it to find your account and help you.

Follow this article to get help contacting us in-game or finding your game info.

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