Sometimes the game might get stuck on different steps of the loading. When this happens, the game usually displays an error message with a retry button. When retrying doesn't work, there're a few steps that you can do to try and solve the problem before contacting support:
1. Switch internet connection
The simple fact of using a different Wifi connection or switching to 4g/5g can solve the loading problem. During the loading, the game communicates with the server to retrieve important information, and sometimes the problem is with the connection itself.
2. Reboot your modem
If you don't have another Wifi connection or 4g/5g available, you can try to turn it off and then turn on your modem. Once the connection is restored, try to load the game again.
3. Clear data
This step is exclusive for Android users: you can try to clear the data and cache of the application. Go to Settings, find the Apps category and search for Rob the Rich. Once you find, select it and clear the cache and data.
4. Reinstalling the game
Important: make sure to take a screenshot of the loading screen with your user ID before reinstalling the game. You might lose your progress otherwise.
As a final measure, you can try to reinstall the game if none of the solutions above work. Make sure to copy your user id before doing this. If you performed a social login (e.g. Google Play Games, Game Center, and/or Facebook) your progress can be restored within the game. Otherwise, you need to contact support with your previous id.