Help

Mobile Poker - Frequently Asked Questions*

How to Download Mobile Poker and other Apps

Q.Where and how can I get your Mobile Poker and other Apps?

A.Mobile Poker is available for Android™ devices. The PokerStars TV and Clock Apps are available for Apple® devices. You can download eligible Mobile Poker apps directly from the App Store℠, and for Android devices from here.

Getting Started on Mobile Poker

Q.What devices are supported?

A.Our Mobile Poker app runs on Android™, while the PokerStars TV and Clock Apps work on iOS devices. See below for details.

iOS Devices:

Mobile Poker is not currently available on iOS. Other apps will work on iOS 4.3.x or higher for the following devices:

  • iPhone® 3GS and above
  • iPad® and above
  • iPod touch® 4th Generation and above

To find out what operating system is on your iPhone®, iPad® or iPod touch® please follow these steps:

  • Access the ‘Settings’ button on the Home screen
  • Press ‘General’
  • Go to ‘About’

If you need to update your iOS, connect your device to your PC and update via iTunes®.

Android™ Devices:

Our Mobile Poker app will work on Android™ devices running Android™ 2.3 and above, with a minimum screen resolution of 800x480.

To find out what operating system is on your Android™ device, please follow these steps (or follow the device manufacturer's instructions):

  • Access the ‘Settings’ button on the Home screen
  • Go to ‘About Phone’
  • Select ‘Software Information’

If you need to update your Android™ operating system, check for 'Software Updates' or follow the device manufacturer's instructions.

Q.Does Mobile Poker work on all Android devices

A.No. The Mobile Poker app is designed only for mobile devices running Android™ 2.3 and above, with a minimum screen resolution of 800x480. Compatible devices include (but are not limited to):

  • Samsung Galaxy
  • Galaxy Nexus
  • Motorola Droid RAZR
  • HTC Sensation
  • HTC Desire
  • Sony Ericsson Xperia X10
  • Sony Ericsson Xperia X13
  • Acer Liquid A1

Q.Are your applications free?

A.Yes, all our applications are free to download and use. However, some of our apps use data for which you may be charged (please see below).

Q.Do I need a data plan (internet) to use your apps?

A.Our Mobile Poker app and the PokerStars TV app require you to have a data (internet) connection on your mobile device. The PokerStars Clock is a standalone app and doesn't need a data connection for you to run it.

We recommend that you review your mobile operator contract details, or contact your mobile network provider to find out more about the fees and your current data plan.

Mobile Connection Issues

Q.I cannot connect to the internet, what should I do?

A.Please follow the troubleshooting steps below:

  • Airplane Mode Off: Make sure that the “Airplane Mode” is turned off by going to ‘Settings’ > ‘Airplane Mode’.
  • Internet Connection: Check that you have a connection to the Internet. To do this, determine if you have one of the following icons at the top of your screen:
    Icon Connection Type
    3G Cellular data network (UMTS/EV-DO)
    Edge Cellular data network
    (EDGE for GSM models only)
    Cellular Data Cellular data network (GPRS/1xRTT)
    WiFi Wi-Fi
  • Your device will display the Wi-Fi icon or one of the cellular data network icons if your device has an active network connection.
    If you are using Wi-Fi, you won't see a cellular data network indicator unless you turn off Wi-Fi.
  • Restart: The next step is to restart your device.

    iOS devices:
    Press and hold both the ‘Home’ and ‘Sleep’ buttons at the same time. A slider will appear - keep holding the buttons and the screen will go blank. Continue holding until the Apple® logo appears and the device begins to start up.

    Android™ devices: Use the 'Restart' function on your device if available (this can be found on the 'Power options' menu, which can be accessed by holding down the power button), or simply power off the device and then turn it back on.
  • Check for Updates: If the connection problem continues after restarting, check if you are using the latest version of the Mobile Poker app. You can find this information via the the 'More' menu.

    iOS devices:
    Visit the App Store™ on your device and click 'Update' at the bottom right hand corner. If your app appears here, click on it and simply follow the instructions.

    Android™ devices: Go to the ‘More’ section of the application and use the ‘Check for Updates’ button.
  • Reinstall Application: If all the above fails, follow these instructions to reinstall the application on your device.
    iOS devices:
    • To backup the application data, connect your device to your computer and sync with iTunes®. See here for more.
    • Once the sync is complete, touch and hold the app icon on the Home screen until the icons start to wiggle.
    • Press the “x” on the corner of the icon.
    • Press ‘Delete’ to remove the application and all of its data from your iPhone®.
    • Press the ‘Home’ button to lock the Home screen icons in place.
    • Reinstall the app. To do this, sync the device again with iTunes®.

    Android™ devices:
    • To backup the application data, connect your device to your computer and follow the device manufacturer's instructions to perform a sync.
    • Once the sync is complete, go to 'Settings' > 'Applications' > 'Manage Applications'. Select the application and follow the instructions to 'Uninstall'.
    • Reinstall the app. To do this, download the app again using the Download Wizard or another method provided on this site.

Contact Support: If the problem continues, please contact support with a detailed report about your connection problem, including any error messages you are given, what mobile device you are using, and what iOS or Android™ version you are running.

More about Mobile Poker

Q.How do I create an account or register to play using the Mobile Poker app?

A.To play in the application, you will need a Stars Account.

If you already have an account but cannot remember your log in details, please email support with your full name and address, as well as your Stars ID, and we will help you get back in the game.

Whenever possible, you should email us using the email address which has been registered and validated on your Stars Account. This allows us to access your account information and give you the most accurate response.

Please note that if you already have a Stars Account, you will need to use that account to play from the mobile application. You are not allowed to create a new account.

If you do not have a Stars Account, you can create one using the desktop platform. To do this, please visit our site from your computer. You can also create a Stars Account directly in the Mobile Poker app. Simply press the ‘Need an Account?’ button when it displays in a pop-up window, and follow the easy steps.

Q.What connection do I need?

A.You can play using a Wi-Fi or 3G connection. However, we recommend using a Wi-Fi connection whenever possible.

Q.What Languages can I play in?

A.Our Mobile Poker app is available in the following languages:

  • English
  • Dutch
  • German
  • Spanish
  • French
  • Italian
  • Polish
  • Russian
  • Romanian
  • Slovenian
  • Finnish
  • Swedish
  • Danish
  • Estonian
  • Portuguese (Brazilian & Portuguese)
  • Croatian
  • Czech
  • Latvian
  • Lithuanian
  • Norwegian
  • Bulgarian
  • Ukrainian
  • Traditional Chinese
  • Simplified Chinese
  • Japanese

Mobile Playing Experience & App Features

Q.What is the search option for?

A.The search option allows you to search for players who are currently sitting at the tables, and for specific tournaments by their unique tournament number.

Also, the 'Registered in Tournaments' button provides you with the list of tournaments in which you are currently registered.

Q.How do I reload play money?

A.To reload or top up your chips, simply press 'Menu' > 'Add More Chips' while sitting at a table.

Q.Why do I get asked for my location?

A.This is required by the regulations under which we operate.

Q.Are there any features currently unavailable on the Mobile Poker application?

A.Yes, not all features available on the desktop version of our software are available on the mobile version. These include:

  • Home Games
  • The ability to change account information such as your mailing address, password, phone numbers and date of birth.
  • Login Security Settings
  • Requests such as Tournament History, Statistics, Play Money Transfers
  • Options such as Preferred Seat, BOOM! Hand Sharing, Always Decline Rematch Requests

Please note that Mobile Poker is constantly evolving. New features are added on an ongoing basis.

Q.What are the differences between games available on Mobile Poker and those on the computer-based software?

A.Various games, including Hold'em, Omaha and Omaha Hi/Lo are available on the Mobile application. When playing in the Mobile application, you will also be playing with the same pool of players as you do when using your computer.

Q.If I use the 'Contact Support' feature, can you reply to an email address other than my registered email address?

A.No. Our policy states that we can only provide account information to the account's registered email address.

Q.Can I change the Registered Email address using the Mobile Poker application?

A.If you wish to change your Stars Account’s registered email address, you will need to do so from the desktop software version.

To do so, log in and click on 'Account' > 'Email' and follow the instructions given.

Q.How does the 'Play Now' feature work?

A.Clicking the 'Play Now' button takes you to a table where you can start playing immediately. This will be the same type of table as the last table you played and will match your table selection filters.

Q.Can I multi-table?

A.Yes, you can play up to four tables on Android™.

Q.Can I request hand histories of the hands I have played?

A.You can review the last hand you played by clicking the 'Previous' button which is visible when you are seated at the table.

Q.Can I continue playing my game if I switch from one device to another? How do I switch from computer to Mobile or from Mobile to computer?

A.To switch between devices, simply log out from one device and then log in using the other.

Please note that you can only be logged into your Stars Account from one device at any given time.

Ring Games: You cannot continue or transfer a ring game session from one device to another. You will have to leave any tables at which you're sitting, and return to them after logging back in. Note that you might lose your seat while switching between devices and will also be removed from any waiting lists when you log out.

Tournaments: If you're playing in a tournament, you will continue to be playing in that tournament when you switch devices. You may need to sit out a few hands while you log out from one device and log back in to another. The number of hands missed will depend on the time taken to switch devices and the speed of the tourney.

Note that if you're playing a tournament and move from the desktop software to a mobile device, you will need to take your seat again once you log into the Mobile Poker app. To do this, go to the 'Search' section, click on 'Registered in Tournaments', select the tournament in question, and click 'Take my seat'.

Mobile Poker Security

Q.My mobile was stolen – what should I do? Do I need to block my Stars Account?

A.Please email Support as soon as possible from your registered email address, providing your name and Stars ID and any relevant details you can supply.

Q.How secure is playing with the Mobile Poker application?

A.All communications between our software running on players' devices and our servers is encrypted. There are several security features built into the Mobile app to help reduce risks. For example, you cannot save your password on your mobile device, so anyone who does not know the password cannot log into your account unauthorized.

For more information about our security features, visit the Security page.

Connection Issues

Q.Will I experience lag or disconnections while playing poker on my mobile device?

A.The internet is a peer-to-peer network, which means that information flowing between your computer or mobile device and the game server must pass through several 'peer' machines (8 to 24 or more). These machines do not belong to us or your internet service provider (ISP), but your connection depends on them. If any of these peer machines is having trouble, you may experience a temporary lag or disconnect.

Your email and certain sites may continue to function when there is a brief connectivity problem. That's because some sites may have a shorter or different network path to your device than our software does.

Also note that it can take your mobile device up to 90 seconds to reconnect when switching between a 3G and Wi-Fi connection. During that time, you will be disconnected from the server if you are logged in. Therefore, we strongly recommend that you sit out from any tables before switching networks.

Q.What happens if I answer a phone call while playing? Or click the Home button to send Mobile Poker to the background?

A.Answering a phone call will send the Mobile Poker app to the background. If you answered a phone call and wish to return to the game, you will need to manually restart the app. Any time the application is sent to the background, this action will sit you out automatically at the tables. If you don't return to the application in 20 minutes, you will be disconnected from the server due to inactivity.

Technical Information

Q.Which connection is better, Wi-Fi or 3G?

A.In any circumstance where you have reliable Wi-Fi, using it should provide a much more stable connection than a 3G connection. If you are on the move, using 3G access is more appropriate. However, 3G signals may drop if you are travelling away from metropolitan areas and you may be charged fees by your 3G service provider for the amount of data you use.

To enable the Wi-Fi connection, go to 'Settings' > 'Wi-Fi' on your Apple device, or 'Settings' > 'Wireless & networks' > 'Wi-Fi' on your Android™ and turn on the connection.

Q.How much data is downloaded and uploaded while playing?

A.The amount of traffic sent to and from the Mobile Poker app depends on many factors, including how busy the site is and whether you keep the main lobby displayed on your device (displaying the lobby increases traffic).

Once you're in a game, you can expect an average 10K download and 5K upload per minute. These amounts may vary with the speed of the game.

If you play one table for an hour, you will likely use a bit less than 1MB download and 500KB upload.

Please watch out for overage fees associated with using too much bandwidth during a monthly billing period. Your mobile network provider should inform you when data limits are being reached. On iOS devices, you can track your data usage by going to 'Settings' > 'Mobile Data'.

Note that unlimited cell phone data plans are offered by some service providers - these are recommended for heavy online mobile players.

Contacting Mobile Support

Q.Where can I send feedback or suggestions?

A.We really appreciate the time players put into providing us with feedback and suggestions to improve our products. Please send your feedback about our apps to Support and we will be more than happy to review it.

Opting Out from Mobile Marketing and Communications

Q.How do I opt out from your text (SMS) message marketing and communications?

A.To opt out, please complete the Mobile Marketing Opt Out form available here.

Apple®, iPad®, iPhone®, iPod touch® and iTunes® are trademarks of Apple® Inc., registered in the U.S. and other countries. App Store™ is a service mark of Apple® Inc.

Android™ is a trademark of Google Inc.

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Mobile FAQ

Mobile

Check out the Frequently Asked Questions page if you are having difficulties downloading or playing on the PokerStars.net Mobile Edition app. It's also where you can find more about device compatibility and advice of connection speeds.

Apple®, iPad®, iPhone®, iPod touch® and iTunes® are trademarks of Apple® Inc., registered in the U.S. and other countries. App Store℠ is a service mark of Apple® Inc.

Android™ is a trademark of Google Inc.

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