Game not loading or running slowly
Troubleshoot connection, graphics and browser issues.
Check the basics
Open the game from its page on Play and allow the first load to finish. If Play reports a connection timeout, use Reload once. Check Service status and your network connection. Avoid repeatedly refreshing while a save is being uploaded.
Reduce graphics load
Use a supported desktop browser with hardware acceleration and WebGL 2. Try a lower graphics profile in the game and close other heavy tabs. A large city can require more processing power. Phone and tablet performance has not been verified across all devices.
Send a useful report
Include the game version, browser, operating system, what you were doing and the exact error. A screenshot or the game’s diagnostic export can help. Review diagnostic files for private information before sharing. Do not clear browser storage before exporting your city.