If you get the error "unable to load balance", it could be due to a few reasons:
- You are using the wrong token address
- Your MetaMask app needs to be updated to the latest version
Please try reinstalling the app. Make sure you have everything backed up before proceeding: your Secret Recovery Phrase, private keys (for any imported accounts), and passwords.
For each old account that you had in your original installation, you must re-add it; see here for more.
If the token you are looking for is not found using the Search method, then you will need to add it as a Custom Token.