My husband can’t level up, its broken for him. Help plz

We just started playing the other day, he’s a Level 3 rn but it’s stuck that way. Says he already went to the extrovert shop but isn’t letting him progress any further. 
He’s tried uninstalling and reinstalling. He’s tried alternating his MAC address. He’s cleared cache. The missions are broken. It’s stuck on the extrovert to level up but it’s already checkmarked like it’s been done, it’s just not progressing. 
Any ideas?