Matching memories not loading

Jlab295Ln​ 

Hello! In order to give specific troubleshooting steps could you please provide the following information:

• Pogo username:
• Date (approximately) when you first encountered this error:
• Device Type:
• OS version:
• Browsers Tested:
• Current Browser Version Number:
• DxDiag File attached: (Yes/No)
• What Troubleshooting steps you've already completed:
• Any issues with other games:

Need help finding the above > How to Report a Problem on Pogo - Complete Guide | EA Forums - 12639898

Hi

  Thank you for investigating

• User name: Jlab295
• This has been happening for quite some time.  I have never been able to open the game
• Device type:  Dell Inspiron lap tope
• OS Version: Windows 11 V25H2 (OS Build 26200.7623)
• Browser tested Edge (default) and Chrome
• Edge Version 144.0.37198
• DxDiag File attached: No
• I tried clearing the browsing history, and cookies
• No issues with other games.

Jlab295Ln​ 

Hello! Thanks for providing detailed information 🙂🎉

Would you mind trying another troubleshooting step? Try logging in Pogo with your phone and see if you are able to play Merge Academy on that device.

 I apologize, merge academy is working.  My issues are with matching moments.  I will do a different post.

Jlab295Ln​ 

Hello again 🙂 I moved a few of our posts to the same section to keep everything organized. I understand now at this time it is Matching Moments not working, no problem.

Thank you for taking the time to provide your device information, it helps very much when trying to troubleshoot an issue. The first thing I noticed is the browser version is a little behind (they update a lot and sometimes need a little help).

Log out of Pogo, try not to just X out of the screen, log in and out.

🎉Remember this step, it is very useful now and in the future. Pogo is a browser-based gaming site so it is super important to keep our browsers and devices updated. 

Once you have logged out of Pogo, open the homepage for your device -  in the top right corner and you will see three dots next to the profile image, click on this and a dropdown box will appear - towards the bottom you will see Help and Feedback click on this and then select About Microsoft Edge as seen in the picture below.

This will automatically start to update your browser to the latest version. 

Once it finishes updating it will ask you to restart, now you have the latest version for your device!

Another very useful step is making sure our device is up to date. Click on the windows icon in the bottom left of your screen, then select settings, when the new page opens, at the very bottom you will see Windows Update, click on this and a new screen will appear, select the Check For Updates button. If there are any updates needed it will alert you, if you have some make sure to install the latest updates.

Before logging back in to Pogo, lets clear the cookies and cache, you mentioned you tried Edge and Chrome, I would do this for both, you can find the steps for both here > Pogo Troubleshooting Guide | EA Forums - 10424301

Lastly, restart your device to ensure all updates and cleanup steps have fully applied, then try logging back into Pogo again.

Thank you again for reaching out and replying with your device information, please feel free to reply again and let us know how it goes!

Thank you for your help.  It must be something with my user id.  After following your instructions, I opened pogo and the game without signing in.  It did load.  Once I logged back into my account, it was the same black screen with "Could not restore data".