Please follow the steps to report a bug that is given in this Link https://plarium.com/forum/en/stormfall-age-of-war/50_bug-reports/84409_creating-a-bug-report/
With that information we will be better able to direct your issue to the proper solution.
As this topic has been repeated too many in this forum and rules say to only have one post per topic this post is closed please go to existing Post about Plarium Play App loading problems after using this link to see if it will help https://plarium-play-faq.zendesk.com/hc/en-us/sections/360002486359-Loading-Issues