Player Accounts - Frequently Asked Questions

Support

Forgot Password

Forgot UserID

How do I upload an image?

Connection & Disconnection

Email Validation

Play Money Games

Tournaments

Game Integrity

Hand Histories

Chat

Missing features

Ideas, feedback and suggestions

Support

Q.I have a question about anything PokerStars related. What do I do now?

A.

No problem – we are available 24 hours a day, 7 days a week, 365 days a year!

You may contact us at any time by sending an email to support@pokerstars.com. While you may find the answer to some of the most frequently asked questions on this FAQ page, you are always welcome to contact us via our Contact Support feature in the client:

PokerStars Support

We are here to help!

In order for us to provide you with the best possible support, we do ask that you contact us using the email address registered on your PokerStars account, if known. This enables us to review your account history, check for any problems relating to your account, and ensures that only you are able to request personal and private information.

If you do not know which email address is registered to your account, you can go to ‘Account’ -> ‘Change Account’ -> ‘Change Email Address...’ in the PokerStars lobby, where your email address will be displayed.

PokerStars Email

If the email address listed on your PokerStars account is obsolete or incorrect, we recommend changing it. This can be done using the ‘Change Email Address...’ option as seen above (after changing it, please see Email Validation).

If you are not be able to access your PokerStars account at all, please include the following in your email to support@pokerstars.com, along with a description of the issue:

  • Your User ID
  • Your full name
  • Your mailing/postal address
  • Your zip/post code
  • Any email address that may be registered to your account

If your query is regarding a technical problem, we most likely will need to review your PokerStars log files. For instructions on how to retrieve and email those to us, see the Unable to Connect section on the Download FAQ page.

As always, support@pokerstars.com is there to help!

Forgot Password

Q.I forgot my password. Can I open a new account?

A.

No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at PokerStars. Instead, please follow the instructions below.

Q.I forgot my password. How do I get a new one?

A.

PokerStars has a feature to help players who have forgotten their password. With the PokerStars software (not the website) open, please follow these steps:

  1. Click the ‘Log In’ button in the bottom right corner of the PokerStars software

  2. Click the 'Forgot User ID / Password…' button

  3. Enter the required information in the ‘Reset Password’ screen, as shown below

    Both Real Money and Play Money players need to enter their User ID. If you have never played for Real Money on PokerStars, simply enter your email address in the field indicated by the red arrow.

    If you have at any time played for Real Money on PokerStars, you must enter your Zip/Post Code and Street Address in the fields marked by the green arrows, but you do not need to enter your email address. Click OK.

    IMPORTANT NOTE: If you do not see the ‘Real Money Players’ fields marked with green arrows, visit the Missing Features section prior to attempting a password reset.

  4. After clicking ‘OK’ above, you should receive this message, which indicates your password has been sent to the email address registered on your PokerStars account:

An email with your password will arrive within a few minutes. If it does not, please click here for instructions, as our email likely ended up in your spam/junk mail folder.

If you did NOT receive the above message, but instead receive any sort of error message, please contact support@pokerstars.com, including the message or error code received, and we will be happy to help you out. In your email, please include the following details (include old/alternate addresses - the more information the better!):

  • Your full name
  • Your mailing/postal address
  • Your zip/post code
  • Any email address that may be registered to your account
  • A telephone number, in case we need to contact you

Forgot UserID

Q.I forgot my User ID. Can I open a new account?

A.

No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at PokerStars. Instead, please follow the instructions below.

Q.What do I do if I have forgotten my User ID?

A.

This is very common and it is no problem at all. You will be unable to create a new account, so you simply have to retrieve your existing User ID. Please follow the following steps:

  1. Click the ‘Log In’ button in the bottom right corner of the PokerStars software

  2. Click the 'Forgot User ID / Password…' button

  3. Click the 'Click here if you forgot your User ID' link seen at the top

  4. Enter into the 'Email' field the email address which you believe is registered to your PokerStars account, then click ‘OK’ (OK will become available after you enter your email address).


    Tip: If you have multiple email addresses, try all of them!
  5. After clicking ‘OK’ above, you should receive this message, which indicates your User ID has been sent to the email address you entered:



    An email with your User ID will arrive within a few minutes. If it does not, please click here for instructions, as your email likely ended up in your spam/junk mail folder.
  6. If you did NOT receive the above message, but instead received the message below, please ensure you entered your email address correctly. Please also attempt to use other email addresses you may have used to register your PokerStars account.

Remember, if you get stuck at any point, please feel free to contact us via support@pokerstars.com – we are happy to help! To help us assist you the first time around, please include the following in your email (include old/alternate addresses - the more information the better!):

  • Your full name
  • Your mailing/postal address
  • Your zip/post code
  • Any email address that may be registered to your account

How do I upload an image?

Q.How do I upload an image?

A.

If you did not upload an image when you created your account, or if you are unhappy with the image you chose at account creation, you will be allowed to change/upload your image.

To utilize this image change, simply select ‘Account’- >’Select/Change Image…’ from the top left corner of the PokerStars Lobby screen:

PokerStars Image

Q.I uploaded an image, why is it not displaying at the tables?

A.

Keep in mind that images will not automatically be visible at the tables, as PokerStars will review and approve (or deny; you will be notified per email if this is the case) all images prior to displaying them at the table. This is done to avoid inappropriate or obscene content, which are not welcome in the fun and entertaining atmosphere we aim to provide.

This approval process takes five days. If, after five days, your image still is not visible, please contact support@pokerstars.com, and we will look into it for you.

Q.I have had my image for a long time, and now I want to change it. But, the option to change it is greyed out!

A.

The intention of images at PokerStars is that they will identify you to the other players at the table. If we allow for constant changes, it will detract from that idea.

That said, we want you to enjoy your time here at PokerStars, and if it has been a long time since you uploaded your image, then feel free to contact us at support@pokerstars.com. We will then see what we can do to help!

Connection & Disconnection

Q.I cannot connect to your server, what should I do?

A.

First, turn off all of your computer and network equipment, then restart it and try to log-in to PokerStars again

If this fails, check the date on your computer’s calendar to ensure the current date and year is set properly.

Next, if you have a firewall or similar software (i.e. proxy or websense filter/parental control) installed, check it is configured correctly to allow PokerStars to access the Internet.

If the above fails, please provide us with the exact error message you are receiving and let us know what firewall or security software is installed on your computer.

It would also be helpful if you could send us the PokerStars program Log Files and Network Status Report (NSR) from your computer, as these will help our Technical Specialists to determine the nature of your connection problems.

Please see below for how to send Log Files and a Network Status Report.

Q.How do I send Log Files? Where will I find them?

A.

For Windows XP:

  1. In the PokerStars client, click 'Help' > 'Network Status'. When the dialog box opens, click the ‘Report’ button.
  2. Next, select 'Help' > 'Log Files' > 'Send Log Files to Support'
  3. Please be sure to include your User ID and any details related to the reason why you are sending Log Files.

For Windows Vista, Windows 7 and Windows 8:

  1. Right click the PokerStars shortcut and select ‘Run as Administrator’. If you do not see this option, it means that your Windows Account is not an Administrator. In this case, you will need to get the Administrator to log into the computer for you.

    Once PokerStars has loaded, click ‘Help’ > ‘Network Status’. When the dialog box opens, click the ‘Report’ button. The report will be saved to your PokerStars settings folder.
  2. To send this report and your Log Files:
    • Open the main lobby.
    • Go to 'Help'.
    • Go to 'Open My Settings Folder'.
    • Locate the file 'NetworkStatusReport.log' or 'NetworkStatusReport' then copy and paste it to your desktop.
    • Open the main lobby again.
    • Go to 'Help' > 'Log Files'.
    • Select ‘Save Log Files as ZIP...’
    • Save the file to your desktop (you may have to navigate to the desktop as the default location is the PokerStars Settings Folder).
    • Send an email to 'support@pokerstars.com'.
    • Click on ‘Attach File’ (or similar option).
    • Select the 'NetworkStatusReport.log' or 'NetworkStatusReport' *and* the ZIP files located on your Desktop (or wherever you chose to save the file).
    • Click ‘OK’ and send the email.

For Mac OS 10.5 and later users:

  1. To run the Network Status Report from our software, click the 'Help' menu, then 'Network Status'.
  2. Click the 'Report' button.
  3. Once the report has finished, a pop up window will ask you to select a location to save your report. The desktop is a good place.
  4. Once the report has finished, locate the file 'NetworkStatus.txt'.
  5. Attach the file to an email and send it to support@PokerStars.com.
  6. In addition, open the PokerStars client and click 'Help' > 'Log Files' > 'Send log files to support'.
  7. Please be sure to include your User ID and any details related to the reason why you are sending log files.

For Mobile app users:

  1. Open the PokerStars Mobile poker app, go to the ‘More’ menu and select 'Send Log Files to Support'. This will automatically send the files to us for you.
  2. Send us an email with the following details:
    1. Your User ID.
    2. Detail the issue you had, and if relevant, include information on the game(s) you were playing at the time; eg: tournament ID(s), ring game table/stakes, time of your issue, etc).

Q.I continue to disconnect while playing. Please help!

A.

If your connection is only poor for PokerStars or has been a long-term reoccurring connection issue it is possible it is revealing a connection stability issue that will not manifest itself on most other Internet sites and applications. We are willing to assist you in trying to isolate and resolve this issue and will require some information about your system and connection. First you may wish to learn more about disconnections and the common causes found on the Download FAQ’s page.

If the information here fails to assist you in isolating the cause of your disconnection, please provide us with the following information so we may help.

Among the things we will need to know are:

Operating System (i.e. Windows XP, Windows Vista, Windows 7, Mac OSX, etc…)
Computer Processor (i.e. Pentium 4, 2.4 GHz, etc…)
System RAM (i.e. 512 MB, 1 GB, 2 GB, etc…)
Connection Type (i.e. Dial-Up, Cable, DSL, Satellite, etc…)
ISP (Internet Service Provider, company name that provides your Internet service)
Router/Modem (i.e Dlink DI-624, Linksys WRTG54GS, etc…)

Please send the above details to support@pokerstars.com

Email Validation

Q.It says I need to validate my email address. What is this all about? How do I validate my email address??

A.

As an important security feature, all PokerStars accounts needs to be associated with a validated email address. Should you ever need to recover your User ID and/or your password it is important we know beyond doubt that it is the actual account owner who is attempting to access the account.

Likewise, should you need information or support specific to your account; we need to know we are communicating with you, not someone pretending to be you. You need to validate your email address, as this is where all important communication from PokerStars will be sent.

To ensure that your email address was typed in correctly, and that we have a safe way of communicating with you, a validation code is sent to your email both when you initially register your account, as well as every time you change the email address on your account.

Now: How do you validate your email address?
  1. After registering your account or changing your email address, an email was sent to you, with an email validation code. You will need to find and open this email, in your email inbox.

    If you did not receive this code, verify that the email address you entered is correct by going to ‘Account’ -> ‘Change Account’  -> Change Email Address…’ as shown in the below image. If your email address is correct, and you did not receive the email containing your validation code, please visit this link. Once you have located the email with the validation code, proceed to Step 2.

  2. After you have found the validation code in your email inbox, go to the PokerStars software and select:

    'Account -> Validate Email Address...'

  3. You will now be prompted to log in to your account, unless you have already done so. To log in, simply enter your User ID and password.

    Now, the following box will pop up. Simply enter the ‘Validation code’ into the below ‘Validate Email Address’ screen and click ‘Validate’:

  4. A message should appear confirming that your email address has been validated. This will activate your account and you can then proceed to play the games at PokerStars. If you get an error message stating the code is incorrect, please verify that you entered the validation code correctly, and that you are not attempting to use an old validation code (only the most recent will work, if you have multiple).

Congratulations – you have now validated your email address, and you are ready to enjoy all of PokerStars games! Don’t forget, you can contact support@pokerstars.com if you get stuck at any point.

Play Money Games

Q.How do I get more Play Money?

A.

Once your "total" play money chip balance goes below 100, you can get more chips up to three times per hour. The "total" is any amount you have at the tables plus anything remaining in your account.

The refill option is only available in play money ring games, which are located in the 'Hold'em', 'Omaha', 'Stud' and 'Other Games' sections of the software. It is not possible to refill play money chips in tournaments.

To get more play money chips, visit any play money ring game as described above. This must be a game with an open seat and with a buy-in lower than 1,000 chips (not a high-stakes table). Click on any 'Seat Open' icon, and your account will be automatically refilled to 1,000 chips. At this point, you may choose the amount you wish to bring to the table or you may then leave the table to play in other events such as play money tournaments.

If you are already seated in a play money ring game, you can get more chips by clicking on the chip tray at the top of the table, and then clicking on 'Add More Chips', or by simply right-clicking on your own seat, which will bring up the rebuy menu.

For visual instructions on reloading your play chips, please visit this link.

Q.How many Play Money Sit & Go tournaments can I play at the same time? How about Ring Games?

A.

As you may know, the total number of play money Sit & Go tables that may be running at any one time is limited.

In the past some very fast players had been signing up for many events, as fast as they would appear on the system, and were entering far more events than they could realistically play.

As there are a limited number of seats, this practice was making it difficult for some players to get into the tournament of their choice during peak periods. We have put in place a limit of three Sit & Go tournaments and with these limits in place, we believe it will be easier for all players to find and enter the games they want.

Similarly, there is also a limit of a maximum of five ring game tables at the same time.

That said, there is no maximum limit on how many Multi-Table Tournaments you may participate in at any given time.

Q.Is there a maximum of how many Play Money chips I can accumulate?

A.

No, there is no limit to the maximum balance players are permitted to accumulate in play chips. Play chips are for "fun", so we do not want to encourage competition between play money players for the largest play chip balance. Play chips are also for practice, so if you have won a lot of play chips, you are obviously doing well at the tables. We are impressed! Congratulations!

Real money ring games are available at limits starting from $0.01/$0.02 and real money tournaments are available with buy-ins as low as $0.02, so even a small deposit of $10 can have you playing for a long time.

For more information about playing for real money, please visit the Playing with Real Money page.

If you do decide to deposit, remember to enter the first deposit bonus code "STARS600" which allows you to earn a 100% deposit bonus up to $600. For more information about this promotion, and terms and conditions, please visit the PokerStars Deposit Bonus page.

Tournaments

Q.I am registered for a tournament, but cannot find it. How do I view all tournaments I am registered in?

A.

PokerStars has just the feature you are looking for!

If you ever have difficulty finding the lobby of a Tournament you are registered for, or playing in, to locate it, go to the PokerStars Lobby screen and select:

‘Requests’ -> ‘Registered in Tournaments’ (or just press the Ctrl and R buttons at the same time!)

All tournaments you are registered in will then be displayed. Just select one and you will be taken to the Tournament Lobby.

Q.I am unable to find a specific tournament, and I have the tournament number. Can I search for it?

A.

Absolutely! Simply go to ‘Requests’ -> ‘Find a Tournament’, and input the Tournament Number. The Tournament Lobby will then pop-up on your screen. You can also press the hotkeys Ctrl and T at the same time, to access the feature faster.

Q.Many players are sitting out, and it’s ruining the game! Is this allowed?

A.

Sitting Out in tournaments is permitted at any time – for good reasons. Any player participating in a tournament is permitted to fold every hand if they choose, and Sitting Out is no different from folding every hand.

For detailed information on why this is so, please visit this link.

Game Integrity

Q.How does your shuffle work? How do I know that it is fair?

A.

PokerStars deals the cards in a fair and honest manner. Once the deck is shuffled, it is set, and the order in which the cards are dealt cannot be changed. The software that shuffles and deals the cards cannot control who wins or lose; it just deals the cards and the rest is up to the players in the game. Our software produces a shuffle that is completely random, which favors no player over any other. The methods we use ensure complete randomization of the cards, and complete unpredictability of the cards to come. You can see the description of these methods at: /poker/room/features/security/

We arranged for the largest consulting firm specializing in software security and quality, Cigital, to review PokerStars shuffle. Their investigation found the shuffling to be fair and random. You may read about their analysis at: /poker/rng/

Should you have further questions regarding our shuffle or security of our software, feel free to ask any question you would like in an email to support@pokerstars.com. The integrity of our games is paramount to our success, and we are happy to address any concern you may have.

Hand Histories

Q.How do I save my Hand Histories?

A.

Saving your Hand Histories is quite easy – simply go to the PokerStars Lobby screen and select ‘Options’, then ‘Instant Hand History Options…’ (if this option is grayed out, go to the Missing Features section below):

PokerStars Hand History

You will now get a prompt, where you need to check the ‘Save My Hands History’. Check it and click OK – you are now saving all your hands:

Hand Histories

Also take note of the option to ‘Change Folder…’, which will let you choose a custom location for your hand histories, along with the ‘Open Folder’ button which lets you instantly open the folder where you are currently saving your hand histories. Using this prompt, you can also choose the language in which your histories are written, and for how long they are to be stored on your computer.

Q.How can I review the hands I just played?/What is the Instant Hand History?

A.

You may wish to consider activating our 'Instant Hand History' feature, should you wish to immediately review your hands. Using this feature you will be able to see a hand history from within the PokerStars software.

In order to use this feature all you need to do is sit at a table and click on the top left corner where it says:

Game # 43354905099
Previous # 43354882636

Instant Hand History

A window will pop up and the hand histories will be there. Please note that if you close the software the hand histories will not be stored unless you have specified otherwise. To learn how to save your Hand Histories, see the How do I save my Hand Histories? section above.

Q.Can I get a visual representation/replay of the hand I just played?

A.

Sure!

We have a graphical hand replay feature available which allows you to see a full replay of previous hands you have played. When sitting at any of our tables, simply click the red button in the top left hand corner of the table window.

PokerStars Hand Replayer

A new window will open, giving you the opportunity to replay previous hands.

Chat

Q.I am unable to see some/any chat at the tables?

A.If you cannot see the chat of other players, you may have accidentally modified some of the chat visibility options in your account:
  1. If the chat of only one player is blocked, to unblock it right-click their image icon and remove the check mark next to the 'Block Chat' option.
  2. If you cannot see any chat – including your own – you have turned off chat. To turn it back on, click the chip tray or 'Options' button on the table (this will cause an 'Options' window to pop-up) and place a check mark in the 'Show player messages' box.
  3. If the chat of observers is blocked, to unblock it, click the chip tray on the table and place a check mark in the 'Show observer messages' box.
  4. If dealer chat is blocked, click the chip tray on the table and update the 'Dealer Messages' option from 'Silent' to 'Normal' or 'Everything.'

Q.Why can I not see my own chat at the tables, but other’s chat is visible?

A.

In order to resolve this, you will need further information from PokerStars Support. Please contact support@pokerstars.com, from the registered email address on your account, with a description of the problem.

Q.Another player is abusive. How can I make them stop?

A.

PokerStars has a team of Chat Moderators whose job is to review chat complaints at the tables. You can reach a Chat Moderator by clicking the chip tray or ‘Options’ button at the top of your table, clicking the ‘Call Moderator’ button, then entering a description of the problem. A Chat Moderator will come to your assistance. Do take the time to review our Online Poker Chat FAQ first, however. If the ‘Call Moderator’ button is not available, please email chat@pokerstars.com with the details of your complaint.

Q.I lost my chat, but I did nothing wrong! What do I do now?

A.

First, please review our Card Room Rules and our Poker Games FAQ , and make sure that you actually did nothing wrong. Keep in mind that retaliatory chat is not permitted, and may cause your chat to be suspended.

If you are certain your chat should not have been suspended, contact chat@pokerstars.com with a detailed explanation of the issue.

Missing features

Q.I am missing a feature I previously used/need to use – how do I get the full-feature version of your software?

A.Some of the features that may be missing include:
  • Cashier
  • Find a Player
  • Image
  • Instant Hand History
  • Real Money password reset
  • Real Money games
If you are missing the above features, this indicates that you are using PokerStars.NET. This is a special "play money only" version of our software.

The full-featured version of our software is available on PokerStars.com. To download the .EU version of our software, please go to our download page. If you are using a Mac, go to our Mac download page instead.

Once you have downloaded and installed that program, you may continue to login using the same User ID and password you have been using on PokerStars.NET (in fact, you need to use the same User ID and password as on PokerStars.NET).

In the full version of our software, you can find all of our play money games, as well as a variety of great features, including a 'Cashier' button to track your chip total, the popular 'Find A Player' feature, the ability to upload Images to display at the table, an 'Instant Hand History' feature to track the hands you have played during your current session, freeroll tournaments where you can win real money prizes, real money games, and much more.

Please note that although we do have real money games, you are under no obligation to play them, and there is no charge of any sort involved if you wish to play solely for play money.

Ideas, feedback and suggestions

Q.I have a great idea on how to improve PokerStars in some way. Who can I address this to?

A.

PokerStars prides itself on taking player feedback seriously, and if you have any improvement suggestions or ideas, please email our Poker Room Management Team directly via ideas@pokerstars.com.

Please note that every month we receive thousands of emails containing ideas, suggestions and feedback, and as such, we cannot respond on the merits of each one. However, we do read every single email, and take each suggestion into careful consideration.

Should you require a response for any part of your query, please send your email to support@pokerstars.com, as we will then both address your concerns, and notify our Poker Room Management of your suggestion.

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