Hey! Sorry for the late response (real life is really busy recently, wew), could you kindly tell me what platform you are playing on?
If it's PC, which windows version was it 32 or 64 bit?
If it's android, which android version?
Are you using custom ROMs or custom windows builds?
If you could tell me, that would help a lot!
I had experienced an issue like this when I was playing on my older phone, but that was due to faulty hardware sadly. If it is that, then I'll probably be unable to help.