The game is freezing or crashing - troubleshooting

If Star Merge is freezing, minimizing/crashing by itself, or not launching, follow these steps to resolve the issue. Before troubleshooting, make sure your game progress is saved under the Settings menu so we can recover your account if access is completely lost. How do I save my progress?

Troubleshooting Steps

1. Restart Your Device

   • Turn off your device completely, wait a few seconds, and turn it back on. This can resolve minor software glitches.
     
     

2. Update the Game

   • Check for updates in the App Store (iOS) or Google Play Store (Android) to ensure you have the latest version of Star Merge installed.
     
     

3. Check Your Internet Connection

   • A stable internet connection is crucial for optimal gameplay.
   • Switch between Wi-Fi and mobile data to test the connection, or restart your router if necessary.
     
     

4. Clear Cache (Android Only)

   • Go to Settings > Apps > Star Merge > Storage > Clear Cache.
   • This won’t delete your game data but can resolve performance issues.
     
     

5. Reinstall the Game

   • Uninstall Star Merge, restart your device, and reinstall the game from the App Store or Google Play Store.
   • If it is possible to launch the game at all, make sure your game progress is saved (or have your user ID noted down) to ensure your progress is saved before doing this.
     
     

6. Check for Device Updates

   • Keep your device's operating system up to date.
   • On iOS: Settings > General > Software Update.
   • On Android: Settings > System > Software Update.
     
     

7. Close Background Apps

   • Free up system resources by closing unnecessary apps running in the background.

Still Experiencing Issues?

If the issue persists after trying the steps above, contact us with the following information:

• A detailed description of the problem.
• Screenshots or error messages (if applicable).

Following these steps ensures faster assistance and helps us resolve your issue more effectively.