Most loading and crash problems clear up after updating the app, restarting it, and clearing downloaded content. Work through the steps below in order, and check that your account is registered before you try reinstalling.
Is Highrise down right now?
Check https://highrise.game/status. If the app shows Server Maintenance, Highrise is offline for planned work. Your progress is saved, and you can log in again once maintenance ends.
What should I try first?
Update the app. If the app shows Update Required, tap Update Now. Otherwise check the App Store, Google Play, or Steam for an update. On the Windows or Mac app from the Highrise website, look for Check for Updates in Settings. See How do I update Highrise, and which devices are supported?
Restart the app. Close Highrise fully, then open it again.
Restart your device. This frees up memory, which matters on older phones.
Check your connection. See I keep getting connection errors. What can I do?
Free up storage. Highrise downloads content as you play and needs space to save it.
The app opens, but something keeps crashing or freezing. What else can I try?
Clear downloaded content. Go to Settings, then Performance, and tap Clear Downloaded Content. This removes old cached files, not your account or items. Some images may take longer to load the next time.
Lower the graphics. In Settings, then Performance, set Graphics Quality to Performance.
Note where it happens. If it only crashes in one Room or World, try another one. Mention the place when you report it.
Should I delete and reinstall the app?
Only after you're sure you can sign back in. If your account isn't registered with an email or a linked login, deleting the app can leave you without a way back in. Check your sign-in details in Settings, then Account Management, before you reinstall.
Is the crash already a known bug?
Check the Public Issue Tracker at https://highrise.game/issues. If it's listed, upvote it.
It still won't work. What do I send Support?
Open Support Center and choose Bug Report. Include your device model, operating system version, app version (at the bottom of Settings), what you were doing when it crashed, and any error message. If the app won't open far enough to reach Support Center, sign in at https://highrise.game/issues in a web browser and tap Report an issue, which opens Support Center for your account. You can also use another device signed in to your account, or say in your report which account is affected. See How do I report a bug in Highrise?