Player Accounts - Frequently Asked Questions

Support

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

Forgot Password

I forgot my password. Can I open a new account? I forgot my password. How do I get a new one?

Forgot UserID

I forgot my User ID. Can I open a new account? What do I do if I have forgotten my User ID?

Images

How do I upload an image? I uploaded an image, why is it not displaying at the tables? 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!

Connection & Disconnection

I cannot connect to your server, what should I do? How do I send Log Files? Where will I find them? I continue to disconnect while playing. Please help!

Email Validation

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

Play Money Games

How do I get more Play Money? How many Play Money Sit & Go tournaments can I play at the same time? How about Ring Games? Is there a maximum of how many Play Money chips I can accumulate?

Tournaments

I am registered for a tournament, but cannot find it. How do I view all tournaments I am registered in? I am unable to find a specific tournament, and I have the tournament number. Can I search for it? Many players are sitting out, and it’s ruining the game! Is this allowed?

Game Integrity

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

Hand Histories

How do I save my Hand Histories? How can I review the hands I just played?/What is the Instant Hand History? Can I get a visual representation/replay of the hand I just played?

Chat

I am unable to see some/any chat at the tables? Why can I not see my own chat at the tables, but other’s chat is visible? Another player is abusive. How can I make them stop? I lost my chat, but I did nothing wrong! What do I do now?

Missing features

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

W-2G Queries

What is a W-2G? Will I have to request the form myself or is it sent automatically? When will I get my W-2G? What win will trigger a reportable W-2G event? Do I have to report a W-2G when I do my taxes? I received W-2G forms saying I have won a lot of money but overall I am down. Will I have to pay taxes based on these forms? Do I have to pay taxes on my winnings? Does PokerStars provide tax documents ? I won money for the year but did not receive any tax forms. Do I have to pay any taxes? I bet $800 on blackjack and won the hand for $1600. I only won $800 profit, why did I receive a W-2G tax form on this?

Ideas, feedback and suggestions

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

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.

Poker Games FAQ

faq games

Frequently asked questions and answers about playing poker at PokerStars.

Special Offers

Special Offers

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

How to Play Poker

How to Play Poker

You'll find the rules of poker, beginner tips and in-depth strategy in the PokerStars How to Play section.

Playing for Real Money

Chip Stack

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