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Disconnections while playing on our mobile app

We recommend trying the following suggestions:

  1. Close our app by logging out then re-open and log in again
  2. Restart your device and if using Wi-Fi reboot all network equipment (if you have access to it)

If the issue remains, please let us know the following information:

  • Device make and model (e.g. Samsung Galaxy S9, Apple iPhone X etc.)
  • Software version (e.g. iOS 12.0.1, Android 9.0)
  • Connection type: Wi-Fi and/or cellular and which company provides the service(s)

Finally, please send us the log files from the mobile app. To do this:

  1. Load the app on your mobile device and log in
  2. Tap on the menu button (Android) or the More button (iOS).
  3. Select Settings & Tools
  4. Choose Support
  5. Select Send Log Files to Support

This will automatically send the files to us.

It is important that you send us these files as soon as you can as they are only kept on your devices internal storage card for a period of one day.


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