Software issues - Chests not opening

Here are some suggestions on how to open your Chests:

  • Log out of your account, close our software, and try logging back in after a few minutes.
  • Try using one of our different platforms (mobile app, or desktop software) if available and you haven't already tried.

If these steps do not work, please log in to our website to see your chests. Make sure your browser's 'Zoom' is at 100% or higher.

If the issue continues, please contact us via our software, mobile app, or website with as much of the following details as possible:

  • What security software do you have installed (e.g. AVG AntiVirus, Norton Security Deluxe, F-Secure SAFE, etc.).
  • Please confirm if the issue occurs when you log in to our website and try to open a Chest (we recommend trying with Chrome).

A screenshot showing what happens when you try to open a Chest would also be helpful, an illustrated guide found on take-a-screenshot.org (not available in all languages).

Finally, if you are using our desktop or mobile software, please send us the log files (include your username and any details related to the reason you are sending the log files):

Desktop: Help → Log Files → SEND LOG FILES

Mobile: Tap on the menu (Android) or 'More' (iOS), then: Settings & Tools → Support → Send Log Files to Support
If you are using the PokerStars Next Gen app, tap on the Account icon, then: Help → Send Log Files to Support → 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.

Disclaimer:
We provide links to third-party websites and products as a courtesy to our players and The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.

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