Announcement: A high volume of requests - (click/tap here for more details)

Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.

Search

Disconnections while playing on our mobile app

We recommend trying the following suggestions:

  1. Close our app by logging out, then re-open and log in again.
  2. Restart your device and, if using Wi-Fi, reboot all network equipment (if you have access to it).

If the issue remains, let us know the following information:

  • Device make and model (e.g. Samsung Galaxy S9, Apple iPhone X, etc.)
  • Software version (e.g. iOS 12.0.1, Android 9.0)
  • Connection type: Wi-Fi and/or cellular and which company provides the service(s)

Finally, send us the log files from the mobile app. To do this:

Load the app on your mobile device and log in. Tap on the menu (Android) or More (iOS), then:

Settings & Tools → Support → Send Log Files to Support

If you are using the PokerStars Next Gen app:

  1. Load the app on your mobile device.
  2. Tap on the Account button to launch the Account Panel.
  3. Choose Help then Send Log Files to Support.
  4. Type in any additional details and then select SEND LOG FILES.

It's important that you send us these files as soon as you can, as they will be overwritten after 48 hours.

Feedback

Did this article answer your question?

Related Help Articles

Contact Support

Responsible Gaming

Responsible Gaming

We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.

Support FAQ

FAQ

Our support team has assembled a list of questions that players often ask them, along with all the answers.

Special Offers

Special Offers

PokerStars has special offers running all year round, with cash prizes, seats to the best live events and much more.

Playing for Real Money

Chip Stack

Make your first real money deposit and start playing at PokerStars. Deposits are fast and secure.