We are working hard to identify the root causes of loading issues and crashes on a broad scale and to resolve as many of these as possible in future game updates, and for that, we need your help!
My Game Crashed While I Was Opening a Crystal
Do not worry. Your items are not lost. Your game is connected to our servers, and everything you do in the game is recorded as a backup. When you open a crystal on your device, you are also “spinning it” on our servers. This means that the information related to your crystal is saved, and so are the items you receive.
This system helps us make sure that the spin is safe from crashes and other technical issues that might affect your device.
If your device crashed while you were opening a crystal, log back into the game and check your inventory, Champions, and stash to see your new Champions and items. If you are unsure about which items you received, please contact Kabam Support to request that information.
My Game Crashed in the Middle of a Fight
When logging back into the game within 10 minutes of a crash or disconnection, you should see a fight-recovery screen and be able to resume the fight where you left it.
This Feature Is Available In:
- Special event quests
You Will NOT Get a Fight Recovery Screen In:
- Story quests
- Daily catalyst quests
- Alliance quests
- Alliance wars
Note: To avoid exploitation, the crash recovery feature will only trigger once every two hours. If another crash occurs during the two-hour period, then your Champion will take damage as if you quit the fight.
My Game Is Constantly Crashing
Crashing is always terribly inconvenient, especially with your time and resources at risk. As such, this is something we have paid special attention to.
However, constant crashing, freezing, and restarting are usually signs of a software or app problem. This means that your device is not broken, but probably needs some cleanup. Here are some tips:
- Make sure that you have enough memory to run the game. Restart your device regularly to clear memory.
- Make sure that your device is up to date. Perform regular maintenance, update your operating system, and make sure that your device is supported by the game.
For more information, check out our troubleshooting steps for iOS and Android.
Where Can I Report Crashing Issues?
By using the crash report form, we will be able to get useful information directly from players to our development team. The more information we have, the more patterns we will be able to identify and target.
Our team will be directly reviewing the information submitted through this form so that we can continue to improve our game and provide the best gameplay experience possible.
We greatly appreciate anyone taking the time to fill out a report by clicking the Submit a request link.