Thanks! But it didn't work.

Hello! I'm new on this app and i'm having problems. The "Find Matches" folder is completely frozen, not working at all. The only thing I can see is an empty frozen pic and it doesn't let me click on it. The other folders work ok.
I sent an e-mail to customer service and Ardie H. Butron suggested me to do these two things:
1. If you're using the desktop, please try to log off and clear your cache.
2. If you're on iOs / Android devices, please delete the old app and reinstall.
I did it and nothing changed. Have you ever had this kind of problems? Can you help me to solve this? Thank you!