On the train to work the login screen returns an error before you even reach the bonus page, and the cause is usually a simple credential mismatch or a session that has gone stale. A weekend evening session stalls at the same point when the bonus you claimed does not appear in your balance.
Locked out of your account after failed logins
The screen shows a message that your details are wrong or your account is locked, and the usual cause is one mistyped character or too many retries.
- The username or password was typed with the wrong keyboard layout or capitalisation.
- Cap lock is on, or the browser has saved an old password.
- Several failed attempts have triggered a temporary lock.
- Two-factor codes arrive on a phone number or email you no longer use.
- Another person is signed in on a device that still holds the session.
- Type your username exactly as registered, with the same capitals and characters.
- Retype the password by hand in a plain text field first, then copy it across.
- Clear the saved password for the site in your browser settings and sign in again.
- Switch off the password manager autofill for one attempt and enter the details yourself.
- Wait for the lock period to end instead of sending more attempts.
- Open a private or incognito window to rule out old cookies.
- Try a second browser or another device on the same network.
- If 2FA is active, request a fresh code and use it within its window.
- Restart the router or switch to mobile data if the page hangs after sign-in.
- Use the password reset flow only after the lock has cleared, never during it.
Contact support when the lock outlasts the stated waiting period or when your registered email and phone are both unreachable.
Identity checks stuck or documents turned down
The account shows verification pending or a document rejected, and most cases come from an image that is cropped, blurred or out of date, as Pokerstars bonus players often find in these situations.
- The photo was taken at an angle or in low light, so the text cannot be read.
- A corner, the photo page or the signature strip is cropped out of frame.
- The document has expired, or the name differs from the account details.
- The selfie was taken with a filter or glasses that hide the face.
- The file type was not what the upload form accepts.
- Place the document flat on a dark surface in daylight with no glare.
- Photograph the whole document, including all four edges and the photo page.
- Hold the phone steady, or rest it on a shelf, so the text stays sharp.
- Use the original file rather than a screenshot or a forwarded copy.
- Photograph both sides if the document has information on each.
- Take the selfie straight on, with no filter, hat or glasses.
- Match the name on the document to the name on the account before uploading again.
- Rename the file without spaces or unusual symbols, then re-upload it.
- Upload each document once and wait for the pending status to change.
- Avoid sending the same file through several channels at the same time.
Contact support when a clean, complete upload is rejected again without a stated reason.
Welcome bonus or free spins missing from the balance
The bonus balance stays empty after a claim, and the usual cause is a missing opt-in step or an incomplete deposit.
- The offer was not activated before the deposit was made.
- The bonus code was typed with a space or the wrong character.
- The deposit was cancelled, reversed or never completed.
- An older active bonus blocks the new one.
- Free spins were credited to a specific game rather than the whole account.
- Reopen the promotions area and confirm the offer shows as claimed.
- Check that the deposit itself reached the account balance before the bonus was due.
- Retype the bonus code with no spaces and watch for look-alike characters.
- Close any other active bonus that could stand in the way.
- Sign out and in again so the balance refreshes from the server.
- Search the free spins in the games list by the name given in the offer.
- Open that game directly, since some spins appear only inside it.
- Switch from the phone browser to a desktop tab and check the balance there.
- Clear the browser cache and reload the promotion page once.
- Keep a screenshot of the claim so support can trace it.
Contact support when the offer shows as claimed but nothing appears after a full sign-out and sign-in.
Games and pages that fail to load on a phone
The lobby opens but a game stays on a blank screen, and the cause is usually the mobile connection, a full cache or a background tab eating memory.
- A weak mobile signal drops the game files partway through loading.
- The browser cache holds an old version of the game client.
- Too many open tabs or background apps use up the phone memory.
- An ad blocker or privacy extension blocks part of the page.
- An outdated phone browser cannot run the game correctly.
- Switch between Wi-Fi and mobile data to see which one loads the game.
- Clear the browser cache and cookies, then reload the lobby.
- Close every other tab and background app before opening a game.
- Update the phone browser to its latest version through the phone settings.
- Pause ad blockers or privacy extensions for the site and reload.
- Turn the phone off and on to free memory.
- Open one game at a time instead of several tables at once.
- Try another browser, such as the one built into the phone, to compare.
- Rotate the screen or zoom out if the buttons sit off the visible area.
- Reopen the lobby from a fresh tab after each failed load rather than refreshing.
Contact support when a single game keeps failing on both Wi-Fi and mobile data while the lobby itself loads.
Claim any offer before you deposit, upload documents only once and in full, and keep one browser profile for play; these habits prevent most of these problems.