Originally Posted by
[S8] Elsa
We've thoroughly examined the issue and identified the root cause of the issue is from Android devices that have software or hardware compatibility issues that cause the game to behave in an unpredictable way. We have not been able to reproduce the issue on a player's account using the exact same specifications, so the cause is directly impacted by something on the specific device configuration being used and the actions being made.
We're not able to provide support for issues that may occur due to third-party interference such as device issues or third-party software. I apologize for the inconvenience.
If you purchased Gems with real-world money and you need help with them, please submit a request through support with the purchase category.