Mobile Support & FAQ

Mobile Poker is available for iPhone®, iPad®, iPod touch®, and Android™ devices. The PokerStars TV and Clock Apps are available for Apple® devices. You can download Mobile Poker and other Apps using the various methods described on this site. You can also download the application for Apple® devices directly from the App Store℠, and for Android devices from here.

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

iOS Devices:

Mobile Poker and other apps will work on iOS 7 or higher for the following devices:

• iPhone® 4 and above
• iPad® 2 and above, including all iPad Mini and iPad Air models
• 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:

Mobile Poker will work on Android™ devices running Android™ 4.1 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.

No. Mobile Poker is designed only for mobile devices running Android™ 4.1 and above, with a minimum screen resolution of 800x480.

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

Mobile Poker and the PokerStars TV App require you to have a data (internet) connection on your mobile device. The 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.

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
	Cellular data network (UMTS/EV-DO)
	Cellular data network  (EDGE for GSM models only)
	Cellular data network (GPRS/1xRTT)
	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 iOS or Android™ 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 App. To do this for Mobile Poker, go to the 'More' section. To update any of our Apps on your iOS or Android™ device, see below.
  
  iOS devices
  
  Visit the App Store℠ on your device and click 'Update' at the bottom right hand corner. If one of our App appears here, select it and simply follow the instructions.
  
  Android™ devices
  
  Go to the ‘More’ section of the application, then ‘Settings & Tools’. Use the ‘Check for Updates’ button in the ‘Info and Updates’ section.
• 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 our 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 Mobile App. To do this, sync the device again with iTunes®.
  Android™ devices
  
  
  • To back-up 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 Mobile application and follow the instructions to 'Uninstall'.
  • Reinstall the Mobile App. To do this, download the Mobile App again using the methods 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.

To play in the Mobile Poker 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 website from your computer. You can also create a Stars Account directly in the Mobile Poker App.

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

Once you have a registered Stars Account from which you can login, you can play Mobile Poker from anywhere in your country.

Yes, you can play poker for real money on our Mobile Poker App. You can also practice your skills with play money games.

Yes. To find Zoom Poker games, simply select ‘Poker’ from the home screen, press the Zoom tab, select your game type and either select 'Play Now' or 'Show Games'.

You can currently play four Zoom tables.

When it is your turn to act, simply hold down the Fold button until your cards are folded. You will be able to watch the hand play out, or select 'New Hand' to get dealt a new hand.

We do not currently support images on Zoom tables.

Our Mobile Poker 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
• Ukranian
• Traditional Chinese
• Simplified Chinese
• Japanese
• Greek
• Hungarian

If you wish to upload an image to your account, please do so using the desktop version of the software. Log in on your computer and select 'Account' > 'Select Image'. Once you upload the image, it should be approved within five days.

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.

Yes, you can. For more information click here.

The automatic currency conversion setting allows your money to be exchanged from one currency to another automatically if required, without prompting for approval. When doing so, our system will convert at least 0.5 units of the source currency, or all balance in the source currency if the source currency balance is less than 1 unit. We reserve the right to change the minimum conversion amount without pre-notification.

Please Note: this feature may be automatically turned on whenever your account becomes eligible to play real money.

From desktop: log into your account, go to ‘Settings’ > ‘Global’ > ‘Multi Currency’ and uncheck the ‘Convert currencies automatically, without confirmation box’ option. From a mobile device: log into your account, go to ‘Settings & Tools’ and uncheck the 'Auto-Convert Currencies’ option.

To reload or top up your chips, simply press 'Menu' > 'Add More Chips' while sitting at a table. If you're playing on an iOS device, you can also reload or top up by pressing and holding on your avatar.

This is required by the regulations under which we operate.

Yes, not all features available on the desktop version are available on Mobile Poker. 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
• Tools such as Statistics and Play Money Transfers
• Settings 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.

All the games that are available to play on the desktop client are also available to play on the Mobile app, with the exception of Five Card Draw, 2-7 Triple Draw, 2-7 Single Draw, 8-Game Mix, Triple Stud and Badugi. When playing in the Mobile application, you will be playing with the same pool of players as those using their computer.

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

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

To do so, log in and click the 'Account' app on the right side of the lobby, then select ‘Email’ and follow the instructions given.

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.

Yes, you can play up to four tables on the iPhone® and iPod touch®, and five tables on the iPad®. You can play up to four tables on Android™ devices.

You can review the last hand you played by clicking the 'Previous' button which is visible when you are seated at the table. From the ‘More’ menu, you can also select ‘Settings & Tools’ > ‘Requests’ to get a hand history or select ‘Playing History Audit’ for a playing history audit.

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. 

Cash Games: You cannot continue or transfer a cash 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 via ‘More’, click on 'Registered in Tournaments', select the tournament in question, and select 'Take my seat'.

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

All communications between our software running on players' computers and our servers is encrypted. There are several security features built into the Mobile Poker 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.

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 we do.

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.

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 Mobile Poker 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 25 seconds, you will be disconnected from the server due to inactivity.

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.

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

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