Press and hold 3 fingers on the screen while the game is trying to load, it may load the game or take you to the help screen.  If it loads the game, problem solved, it it takes you to the help screen, use it to contact in game support and explain that your game isn't loading and support can take a look at it to fix it.  If nothing happens then use the following link to contact support:

For iOS:

https://nextgames.helpshift.com/hc/en/4-the-walking-dead-no-man-s-land/contact-us/

For Android:

https://nextgames.helpshift.com/hc/en/4-the-walking-dead-no-man-s-land/contact-us/?p=android

Thank you!