Merge Academy level 4 frozen

porkchophill53​ KhyrenpI​ SundaycatcheraM​ EA_Lanna​ tigergurl435​ EA_Rtas​ jackplyply​ deDO12344321wb​ KhyrenpI​ 

Player porkchophill53 has raised insightful points. If you are still locked out of Merge Academy and the service update on 9/25/2025 was not successful and have completed all the troubleshooting steps given in this post or others to resolve the issue, please leave the following information:

Pogo username:
Device Type (PC. Laptop, Phone, Tablet):
OS version (Windows 10, Windows 11, or macOS):
Browsers Tested (Microsoft Edge, Google. Firefox, Safari):
Current Browser Version Number:
DxDiag File attached: (Yes/No):
Error messages or Error Images:
Screenshots showing what’s happening:
What Troubleshooting steps you've already completed:

If you need help on finding this information, please read this posting > How to Report a Problem on Pogo - Complete Guide | EA Forums - 12639898

🙂Friendly reminders:

• Please try and run the DxDiag
• Ensure you have cleared all your cookies and cache thoroughly and have updated your browser to the latest version.
• Please list all the troubleshooting steps you have tried - it really makes a difference and thank you kindly for trying.
• Check your graphics driver to see if it needs updating:
  Right click on the windows icon
  select Device Manager
  double click Display Adapters
  right click on your graphic maker and select Update Driver.

Thank you for your patience and understanding ~ Let's work together in getting this resolved!

I finished chapter 3 and the game took me to chapter 4 and froze. I looked and there was supposed to be an update on Sept 25th. It's not fixed. I can only click on the home/badge/volume button area and nothing else. I can't go to any other chapter or quest or marketplace or ?. I'm using Firefox and checked Edge with no difference. Please fix this. I cleared my cache and cookies and rebooted and refreshed several times to no avail. 

Nope, still not working.  Been replying to other messages so you are probably tired of hearing from me.  I am a heavy player on Merge Academy and spend (or should I say waste) several Gems making purchases to keep playing.  

This is the exact same issue I have been experiencing since September 16.    My husband ([edit: email address removed]) also plays and got the locked screen when he elevated to the next level (he is caught at the bridge in Chapter 4).  

Saw that Merge Academy was "fixed" on September 25.  I cleared the cache as suggested.  Still locked on same screen in Chapter 4.  Am still on Windows 10 and using Chrome.  All other POGO games seem to be working okay, some minor glitches.  Frustration is growing.

I have tried everything you suggested, and Merge Academy is still not working.  I turned off Wi-Fi on my phone, and it still didn't work.  I been able to play Merge Academy under my brother's name on both my computer and tablet with no problem even before & after I have taken these steps.  He's only on chapter 2. 

Hello, im having the same issue with merge academy i reached level 4 and its frozen, i have done all the trouble shooting steps that you have posted, but still wont work, everything is real small on screen. i have tried google and edge,  i have windows 11.

deDO12344321wb​ 

Hello and I am sorry you are experiencing this issue. As a Pogo player myself currently I am able to access the game using Windows 11. However, I must point out that technology is changing rapidly right now for many different devices and at times it is hard to keep up with.

They are comparing this time in technology as the Fourth Industrial Revolution and how it is redefining technology. Now and for at least the next 5-7 years technology is going to change rapidly, which means a whirlwind of upgrades, patches, notifications and constant adaptation for us all, ugh.

😊EA_Lanna has taken over at this point, please watch for her direction and instructions.

SundaycatcheraM​ 

I just tested it myself using Microsoft Edge, and it loaded normally on my end. That said, we’ve had several Windows updates recently and Pogo rolled out new features too—so it’s possible something got disrupted and your device is not syncing with the updates.

Let’s try a few steps to get things working again: Windows 11 Edge Steps
Old or corrupted data can block game assets from loading.

* Open Edge
* Click the three dots (⋯) in the top-right corner → Settings
* Go to Privacy, search, and services
* Under Clear browsing data
 
You can also click on the Blue Windows icon then go to clear: Settings > System > Temporary Files

While you are in Settings - double check Windows Update, located at the bottom left-hand side to ensure you have all of the latest updates (there was one today October 1, 2025)

Log back into Pogo to see if this helped with Merge Academy loading, if not continue troubleshooting.

Update Graphics Drivers
Outdated drivers cause rendering problems

* Right-click the Start button and select Device Manager
* Click on Display adapters
* Right-click your graphics card and select Update driver
* Choose Search automatically for drivers
* Restart computer after installation

Enable or Disable Hardware Acceleration in Edge

* Click the three dots (⋯) in the top-right corner and select Settings
* In the left sidebar, click System and Performance
* Find the option: “Use hardware acceleration when available”
* Toggle it ON to enable or OFF to disable
* Log back into Pogo to see if this helps
 
Graphics Hardware Acceleration

* Right-click on your desktop and select Display settings
* Scroll down and click Graphics
* Select Change default graphics settings
* Toggle Hardware-accelerated GPU scheduling On or Off 
* Log back into Pogo to see if this helps

Network Troubleshooting Steps:

Restart your router:
* Unplug your router for 30 seconds
* Plug it back in and wait for it to fully restart
* Test Merge Academy again
 
Try on mobile data (try on cellphone):
* Connect via mobile data only, turn OFF WiFi
* Try Merge Academy
* If it works on mobile data but not WiFi: The issue is router/network-related"

Please give these troubleshooting steps a try and let us know how it goes!

🍁Today October 1, 2025, there was an update on one of my window devices. Please make sure to check for updates on your devices too, normally Windows rolls out updates in stages by region and device. 

maydate1​ 

Hello and thank you for the information and trying a few troubleshooting steps. Let's see if we can get this going for you too!

Clear Browser Data More Thoroughly
Sometimes standard clearing doesn't remove everything. Even though you've already cleared your cache, this method clears additional data that the standard clear doesn't touch, which often resolves white screen issues.

• For Edge or Chrome
• Press Ctrl + Shift + Delete
• Select All time from the time range dropdown
• Edge uses "Clear now" while Chrome uses "Clear data." 
• Restart your computer (important)

Update Graphics Drivers
Outdated drivers cause rendering problems

• Right-click the Start button and select Device Manager
• Click on Display adapters
• Right-click your graphics card and select Update driver
• Choose Search automatically for drivers
• Restart computer after installation

Test in Incognito/Private Mode
This tests if extensions are causing the issue.

• Open Edge and press Ctrl + Shift + N (or Chrome: Ctrl + Shift + N)
• Navigate to Pogo.com and try to access a game
• If it works in Incognito, extensions are the problem (skip to Step 2)
• If it still shows white screen, continue to next steps

Disable Browser Extensions
Extensions like ad blockers commonly interfere with gaming sites. If it works, re-enable extensions one at a time to identify the culprit

• For Microsoft Edge:
• Click the three dots (•••) in the top-right corner
• Select Extensions > Manage extensions
• Toggle OFF all extensions temporarily
• Restart Edge and test Pogo

• For Chrome:
• Click the three dots (⋮) in the top-right corner
• Go to Extensions > Manage Extensions
• Toggle OFF all extensions
• Restart Chrome and test Pogo

Please give these troubleshooting steps a try and let us know how it goes!

🍁Today October 1, 2025, there was an update on one of my window devices. Please make sure to check for updates on your devices too, normally Windows rolls out updates in stages by region and device. 

October 2025 is scheduled to be a major month for technology, across multiple fronts - many devices will get an update this month, no matter the maker or device. Make sure to watch and check for them to stay current.