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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 have access to the PokerStars Next Gen app:

  1. Load the app on your mobile device.
  2. Tap on the Account icon.
  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.


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