Do you have the updated version of 1.155.7 on it? Please clear the
cache too.
In the game you have the black cogwheel, click on it and then on the
question mark, then you come to the help center. There you look for
your problem and please follow the steps.
If that didn't help, please go to this page at: Contact us. There you
fill out the form. Please make sure everything is spelled correctly.
And send it. You will then receive an automatic email. Please answer
and describe your problem.
Please be patient for the answer.
I hope I could help you.