Player Accounts - Frequently Asked Questions

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. 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, accessed via the ‘Help’ app located on the right side of the desktop software, or via the ‘More’ > ‘Settings & Tools’ tab on the mobile app.

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 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’ in the lobby, where your email address will be displayed.

If the email address listed on your account is obsolete or incorrect, we recommend changing it. This can be done through the desktop client by clicking on ‘Email’ on the ‘Account’ screen (after changing it, please see Email Validation).
If you are not be able to access your account at all, please include the following in your email to Support, along with a description of the issue:

• Your Stars 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 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 is there to help!

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

We have a feature to help players who have forgotten their password. Using the software (not the website), please follow these steps:

1. Open the software
2. Click the 'Forgot Password / Stars ID' button
3. Enter the required information in the ‘Forgot Stars ID / Password’ screen
4. After clicking ‘Submit’, you should receive a message asking you to enter and confirm a new password for your account.
5. You will now be able to ‘Save and Login’.

If you did NOT receive the above message, but instead receive any sort of error message, please contact Support, 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

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

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 Stars ID. Please follow the following steps:

1. Open the software or, if it is already open, click the Login button in the lobby header.
2. On the login screen, click the 'Forgot Password / Stars ID' button
3. Click ‘Cancel’ and try logging in with the email associated with your account

Remember, if you get stuck at any point, please feel free to contact us via Support – 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

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.

Keep in mind that images will not automatically be visible at the tables, as 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, and we will look into it for you.

First, turn off all of your computer and network equipment, then restart it and try to log-in 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 our software 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.

For Windows XP and older Windows versions:

1. In the client, click 'Help' > 'Show 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 Stars ID and any details related to the reason why you are sending Log Files.

For Windows Vista, Windows 7 and Windows 8:

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.

1. Once it has loaded, click ‘Help’ > ‘Show Network Status’. When the dialog box opens, click the ‘Report’ button. The report will be saved to your PokerStars settings folder.

 To send this report and your Log Files: 

• Open the software.

• Go to 'Help' > ‘Open My Settings Folder’.
• When the folder opens as a separate window, locate the file 'NetworkStatusReport.log' or 'NetworkStatusReport' then copy and paste it to your desktop.
• Go to the 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 Settings Folder).
• Send an email to Support.
• 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 users:

1. To run the Network Status Report from our software, click the 'Help' menu, then 'Show 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.
6. In addition, open the client and click 'Help' > 'Log Files' > 'Send Log Files’.

Please be sure to include your Stars ID and any details related to the reason why you are sending log files.

For Mobile app users:

1. Open the Mobile app, go to the ‘More’ menu and select ‘Send Log Files’. This will automatically send the files to us for you.
2. Send us an email with the following details:

a) Your Stars ID.
b) Detail the issue you had, and if relevant, include information on the game(s) you were playing at the time; eg: table game(s), name of slot game (s), time of your issue, etc.

If your connection is only poor for our software 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 FAQs 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.

We 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. 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. See the description of these methods.
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. Read their analysis.
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. The integrity of our games is paramount to our success, and we are happy to address any concern you may have.

We pride ourselves on taking player feedback seriously, and if you have any improvement suggestions or ideas, please email our Poker Room Management Team directly.

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, and  we will address your concerns.