Android login error

[Simax]

Hello maybe one person help for me . A week ago the game starting the running error randomly and the next day i cant login to the game. I tap the screen a quick load a message box and not logging. I tap again and nothing happened just kicked to the main screen. Attached a file from my mobile, i have a video but only 1000 kb the max file size Only just me this bug or what? I start speaking the support but the last message 3 days ago and not reply for my emails... I banned? Or what? If i banned i dont know why i not cheating or any... A ry to login the game with my wife email and the game working normally on my phone.
Thank you for the possible help.

I upload the video to ... Login error video
My gaming platform: android 12 miui 13 global version and a xiaomi 11t.

[Simax]

A small update with this problem:
i use on my phone the factory reset and all normal. The game playable and not lost a data. But need the factory reset. So if you have this problem the only way  the factory reset.