Yikes! This is not the experience we want you to have with us and we want to make sure we can get a better look into this for you! Just to be on the same page is there an error message showing? Do you have enough space on your device? Please also try uninstalling or installing if possible or given the option to. We want to make sure we can get you back on track as soon as possible as we know how this taking time away from being able to play this awesome game.
We hope to hear back from you as soon as possible!