Login troubleshooting order
Follow this sequence and you will locate nine out of ten problems in about five minutes. If your problem is finding the login page at all, or you suspect a phishing page, start with the login and account security guide.
Read the actual error message
“Incorrect credentials”, “Account suspended” and “Not available in your region” are three entirely different problems. Read the wording before doing anything.
Try a different network
Test mobile data and home broadband. If only one works, the problem is your network environment or geographic verification — not your account.
Losing access after changing networks usually means the new IP falls in a restricted range. Reaching for a VPN at this point makes things worse, not better.Confirm you are not logged in elsewhere
Signing in on a new device normally disconnects the old session. Phone and desktop open at once will fight each other.
Check your KYC status
While documents are under review, an account can be restricted — able to log in but not to move funds.
Reinstall the client
Only after ruling out the four above. Take the installer from a source you have already verified. Verification method →
Passwords and two-factor
| Item | Recommendation | Why |
|---|---|---|
| Password | Unique, 16+ characters, stored in a password manager | Poker forums leak; reuse is the main compromise route |
| Two-factor | Authenticator app rather than SMS alone | SIM-swap attacks are real |
| Backup codes | Printed or stored on a second device | Your only self-service recovery if the phone is lost |
| Registered email | A dedicated address with 2FA of its own | A compromised inbox is a compromised account |
← swipe the table →
It does not message you first on a chat app, does not ask for your password or a one-time code, and does not tell you to move funds to a “secure account”. Anything doing those things is an attack — block and report it.
Client problems
Stuck on updating
Usually an unreachable update server. Test another network; never download a third-party “updated build”.
Table rendering glitches
Update graphics drivers, then disable table animation and hardware acceleration.
Running out of time to act
Usually jitter rather than latency. Switch to a wired connection.
No sound alerts
When multi-tabling, keep only the “action on you” alert and mute the rest.
Writing a ticket that gets actioned
Ticket checklist 0 / 6
“Please take a look” and “Please explain why transaction XXXX on 3 September at 14:20 (UTC+8) was reversed, and confirm when the funds return” produce very different replies. Ticket throughput follows how actionable the ticket is.
Escalation and complaints
- Ask for supervisor escalation and a written final decision.
- Build a timeline: what happened, when you made contact, when they replied, and what they said.
- Complain to the licensing regulator — the Isle of Man GSC for the international product, or the relevant local authority.
Detail on the security and licensing page; the five lock categories and their remedies are on the login page.
Support quality is a selection criterion
On the day you actually need it, response time and language coverage define the experience.
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Frequently asked questions
My password is right but I cannot log in.
Work through these in order: is the account suspended pending KYC; are you logged in on another device that pushed this one out; is your IP inside a restricted range; is the client version out of date. The third is the most common — a change of network, such as travelling or switching to mobile data, usually points at geographic verification.
How do I contact support?
In-client live chat is fastest; email is better for anything that may become a dispute, because it leaves a record. Chinese-language hours are shown in the client. Always keep the ticket reference.
I requested a password reset but no email arrived.
Check spam and promotions folders first. If it is genuinely missing, the registered address is probably mistyped or discontinued — which means identity verification through support, and a longer wait.
I lost the device with my two-factor app.
Use your backup codes if you saved them. Without them you go through identity verification, which needs your ID plus account history such as recent transactions and usual stakes. This is exactly why backup codes should live somewhere separate.
The client is stuck updating.
Usually the update server is unreachable from your network. Test on a different connection — mobile data against home broadband — before reinstalling. Never download a “pre-updated” build from a third-party site.
What should a support ticket contain?
Account ID, the date and time with timezone, the transaction or hand ID, a screenshot, and the steps you already tried. Supplying all of it at once saves two or three rounds of questions.
Support's answer was unsatisfactory.
Ask for escalation to a supervisor and a written final decision, then complain to the regulator that issued the licence. Escalation routes →