Game Resets when asking for neighbourhood help

This is from a friend of mine on facebook. Anyone else had this.

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My problem is after I ask for help to revive my trees or bushes and if no one helps I send a shoutout to my neighborhood using the monophone. My game crashes and resets to Lvl 1 so I have to login with my facebook account to retrieve my account


I have reported to supercell and done what that said I must do I've tried uninstalling and reinstalling I've cleaned my cache out made sure my phone has enough memory made sure I'm on the Wi-Fi for a stable connection game doesn't lag whatsoever done they said so I go back in the game and guess what I have the same problem try to use the monophone and game crashes


Anyone that can help fix thus bug would be much appreciated thanks
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He is on Android 4.1.2 and is up to date