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When I install the game and try to play on mobile the game freezes at the loading screen

What you were expecting to happen, and what actually happened?
The game to load up. Game froze at "loading hero"
What are the steps to make it happen again?
Tap gems of war on home screen
Do you have any screenshots or video you want to share with us so we can see the problem? Attach them to your post!

Out of curiosity, is this Android or iPhone? And if it is Android do you already have a Gems of War save on your Google Play account?

It is on IPhone it says I have an iCloud save though I don’t recall playing on mobile I’ve tried using the iCloud save and not using it and I still get the same result.

Fair enough, hopefully @Nimhain or someone will be able to help you. Another option would be to submit a ticket to support.

What do you mean, ticket? This is my first time using this forum sorry for the inconvenience.

Sorry I should have included the link as well.

https://gemsofwar.zendesk.com/hc/en-us

You can submit a ticket/request at the above address. You can also get there by clicking the Support button along the top of the Forums (Between World Map and Contact Us)