How do I sign up? Before you can play, you must register an account and download the software. You’ll also need to choose a membership level; see the section titled ‘Subscription Levels’ for more details.
Is it legal? Yes, it is legal. Our contests are free, do not involve gambling and are governed by states sweepstakes and lottery laws. To participate you must meet the minimum age and eligibility requirements as outlined in our Official Rules and Terms and Conditions. Void where prohibited by law.
Do I need to download anything to play?. Yes. You’ll be promoted to download our software at the end of the registration process. You can also reach the download page by clicking here (direct this to the download page)
I’m getting error messages when trying to log on. What should I do? Our support team can assist you with this issue but we’ll need to know the exact (or as close to exact) text of the error message. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved.
I want to log on but I’ve forgotten my password. What do I do now? On the login screen you’ll find a Forgot Password link. Click that and follow the prompts to have a replacement password sent to you. Please note that this password is case sensitive so you’ll have to enter it exactly as it appears in the email notification you’ll get. You can change the password to anything after you’ve logged on; click Account>My Profile>Edit.
What is a screen name? Your screen name is your identity at the poker tables. There is a 12 character limit to screen names. Please note that uppercase letters occupy more space in a word that do lowercase letters; if your screen name has many uppercase characters your screen name may truncate (cut off) when it appears on the site.
Can I change my screen name? Please choose your screen name carefully as we do not change screen names after you’ve registered your account (unless there is some technical reason for us to do so).
What do I have to do to update my address information? Customer service can update any of your account info. Just contact support and let them know your update. You can, though, change your password and email address via our software. To do so, log on and click Account>My Profile>Edit.
How do I change my Avatar? Avatars can be updated by clicking Account>My Avatar. Note that most of the Avatars are reserved for VIP players.
Privacy
Will my personal information be kept confidential? Absolutely - we promise to keep your personal information private. Please see our privacy policy for more details.
How many membership levels do you offer? We offer three membership levels: VIP, Elite and Basic (additional levels may be added at a later date). You can upgrade your membership at any time by logging on to the software and clicking Account>Edit Membership.
How do I upgrade my Account? It’s simple: after you’ve logged on just click Account>Edit Membership the select the type of account your want.
What does VIP membership include?
Expert Advice and Articles - Play the game like never before when you become a VIP! Get exclusive access to poker tips, articles, advice and more from Poker
How much does VIP cost? The VIP membership is $19.99 per month and automatically renews each month. Qualified players can enjoy a 14 day free trial before they are billed the membership fee.
Elite Membership Includes:
How much does Elite cost? The Elite membership is $4.98 per month and automatically renews each month. Qualified players can enjoy a seven day free trial before they are billed the membership fee.
How do I know if I qualify for a free trial VIP or Elite membership? There is only one free trial membership per player. You’re qualified for the free trial only if you’ve never had one in the past.
Basic Membership Includes:
Basic members can play in the unlimited online Basic Member poker tournaments (tournaments are available on a first come first serve basis).
How do Basic, Elite and VIP compare to each other?
|
Basic |
Elite |
VIP |
All Cash Games? |
No |
No |
Yes |
Video Chat Rooms? |
No |
Yes |
Yes |
Full Access to All Site Features? |
No |
Yes |
Yes |
Daily Login Bonus? |
Yes |
Yes |
Yes |
Table Advertising? |
Yes |
No |
No |
Full Access to Avatar Library? |
No |
Yes |
Yes |
Access to The Player's Lounge Content? |
No |
Yes |
Yes |
Access to Poker Articles, Tools and Tips? |
No |
Yes |
Yes |
Access to Poker TV? |
No |
Yes |
Yes |
Fee? |
No |
$4.98/month |
$19.99/month |
Do you offer a discount if I want to pay for a full year in advance (or any other bulk, extended time-period purchase)? At this time we do not offer discounts or the ability to pay for an extended period however we are working this so stay tuned for details!
Do you charge me automatically each month or do I have to enter my credit card info each month? VIP Memberships are renewed automatically each month and your card is automatically charged each month so there’s no need to re-enter your credit card information each month.
When does the renewal happen? Your renewal date is every 30 days. For example, if you became a member on September 23rd, you renewal date will be the 23rd each month. Tip: you can check on your billing transaction history after you’ve logged on:
Your renewal dates will then display. If no records display, there have been no charges yet.
I don’t have a credit card. Are there other payment options (can I mail you a check or can I do an EFT, electronic check, etc.)? At this time we only accept credit and debit cards as a form of payment. If you don't have a card available you can use a pre-paid card that has the MasterCard or Visa logo on it. Just be sure there are sufficient funds on the card to cover the cost of the membership for however many months you wish to be a member as well as any fees the issuing bank/company may impose on the card when it's used. Consult the selling agent in regard to those fees.
Can I have a VIP account and a Basic account? No. To maintain integrity of game play, each user is limited to one account per household. If a player, during the prize verification process, is found to have more than one account, their prize may be withheld and awarded to the next ranking player and their accounts may be subject to suspension or cancellation.
How do I cancel my VIP or Elite membership? You can cancel your membership at any time and on your own by clicking Account>Edit Membership and selecting the Basic membership option; selecting the Basic membership option will cancel your VIP or Elite subscription. Please note that downgrades from VIP or Elite to Basic become effective immediately and there are no refunds, in whole or part, for any unused portion of a VIP membership. To retain your VIP or Elite access for the period for which you have already paid we recommend cancelling your membership at least one day prior to your next renewal. You can check on your billing transaction history and determine your renewal date after you’ve logged on:
Your renewal dates will then display.
We’d also be happy to cancel your membership for you. Just contact Customer Support. Please note that cancellation requests will ONLY be handled Monday through Friday, 10:00 AM to 4:00 PM Eastern Time. Please allow three business days for cancellation requests to be processed.
Are my membership fees refundable? There are no refunds, in whole or part, for any unused portion of a VIP membership
I’m a VIP or Elite Member. How do I update/change my billing information? Log on to the poker software as you normally would. From inside the lobby, click Account, then click Billing Info.
Why is there a charge on my card for the free trial? When you sign up for the VIP or Elite membership we authorize your card to verify the card and information you entered are valid and there are sufficient funds available to cover the membership fee. This is NOT a charge. Authorizations are typically released (expire) after about 10 days; check with your bank for their specific time line. You are only charged if you don't cancel your VIP or Elite subscription before the end of the free trial period.
What time zone governs game play?
Game date/time info is displayed in Eastern Time. The official Tournament Clock you see on the site is Eastern Time.
What is a single-table tournament (SNG)? Single-Table tournaments have three, five or 10 players where all players begin with an equal number of chips. Players at this single table compete for each other’s chips as the stakes (blinds) increase incrementally. Players are knocked out of the tournament as their opponents win their chips. The eventual winner is the last player at the table with all the chips. The prize pool will be the total points of your entry multiplied by ten players (i.e. 500 points for a 50 point entry tournament). 50% of the points awarded go to first place, 30% to second and 20% to third.
What is a multi-table tournament (MTT)? In a Multi-Table tournament, there can be multiple tables of players to a maximum of 10 players per table. Each player starts with an equal number of chips. Players at several tables compete for each other’s chips as the stakes (blinds) increase incrementally. Players are knocked out of the tournament as their opponents win their chips while remaining players are re-assigned seats to keep tables full. This collapsing of tables continues until the last surviving players with chips are at a final table. The eventual winner is the last player at the table with all the chips. The prize pool will be the total points of your entry multiplied by the total number of players in the tournament. This prize pool is then distributed based on Prize Matrix which can be accessed from the tournament lobby. In addition to winning points which help you move up the Leader Board, cash and/or prizes are awarded to players in some tournaments (See the "How To Win" tab).
What is video poker? Video Poker is based on the game of draw poker. The game deals five cards on the screen. The player then has the option of drawing up to five new cards. (In some instances you may not want to draw any new cards) You keep the cards you want to keep by clicking the “hold” button that corresponds to the card on the screen. When you have made your choice you hit the “deal” button and the cards you discarded will be replaced by new cards. Your win or loss is determined by the outcome after of your final hand after you hit the draw button. At the end of the draw the five final cards are compared to a payout table that pays the user for certain ranking poker hands (e.g. flush, straight, two pair etc…). The rarer a ranking poker hand, the higher the payout amount to the player.
How many tournaments can I play in at one time? There is a maximum of three concurrent SNG OR MTT registrations; you can play three tournaments at the same time. If you are registered for three tournaments you won’t be able to register for a fourth unless you unregister for one or finish one. There is also a maximum of three concurrent Video Poker registrations. SNG/MTT registrations do not count toward you maximum Video Poker registrations and Video Poker registrations do not count toward your maximum SNG/MTT registrations.
Where do I send a grievance? All comments, suggestion and general questions can be directed to our support team by visiting our support page.
How do I register for a tournament? After you log on to the poker software, click on the Tournaments tab. This will display a list of the Tournaments available. To register for a tournament simply click the red "Register" button. You can still register for some tournaments when the red “Register” button is green indicating “Check-In”. If you can't play after registration, you can "Unregister" for tournament but only if the registration button hasn’t turned to a green “Check-In” button.
I am trying to get into a tournament that has an 'Entry' status of VIP, but it won't let me in - why? Only VIPs can play in tournaments labeled VIP. Basic and Elite members are not eligible to play these tournaments. To learn more about becoming a VIP, login to the software and click the VIP Club > Membership Tab.
Why can't I register for a tournament? Each tournament has entry conditions. To register for a tournament, you must have enough points for that specific tournament. If you click on a tournament the Tournament Details section of the screen will tell you if points are needed for entry. In addition, some tournaments may require a specific rank on the weekly Leader Board, winning a qualifying tournament, etc. You will only be able to register for open tournaments and those tournaments for which you’ve qualified. Also, please note that invitation lists and eligibility lists for the weekly Leader Board championship are not finalized until approximately 9:00 A.M. Sunday; you will not be able to register for this tourney before that time.
How can I check to see if I’ve qualified for a championship? You can find this information in your Bank Roll. You can find your Bank Roll by clicking Account->Bank Roll then clicking the Details button for the appropriate week.
How can see where I finished in a tournament? Once a tournament has completed, you can find standing information by going back to the Lobby, finding the tournament in the listing and clicking on the Standings button. Please note that completed tournaments will only appear in the lobby for three hours or less (depending on the tournament) after they’ve completed.
How long is Rank/Standing information available? In most cases ranks/standings are available for three hours or less (depending on the tournament) after the completion of the tournament.
I was a VIP member and qualified for a championship in which only VIP members can play but I cancelled my subscription before the championship. Can I still play in that championship as a non-VIP member? If you registered for the championship prior to cancelling you will still be able play to play in the championship game. You will not be able to register for that championship after you’ve cancelled your VIP membership
Who is eligible to play? Eligibility to play is limited by state, age and/or other criteria as determined by us. Please review the Official Rules and Terms and Conditions for a detailed description of the rules and eligibility requirements governing participation. This offer is void where prohibited by law.
Tournaments - Cancellation
What happens if a tournament or championship game is cancelled? You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. Unless the disconnection impacts a majority of our players, there will be no point refunds for any reason. If we cancel an in-progress tournament because of technical issues, the following policy will apply:
Qualifiers, championships and tournaments awarding cash and material prizes will be slated for restarts. Tournamentsthat only award points will not be slated for restarts.
We reserve the right to use other means to resolve cancelled tournaments. However, the above is our guiding policy. By playing on this site, you acknowledge that you may be disconnected for reasons beyond your or our control and that may lead to a loss of your points buy-in, the chips you have accrued in the tournament and/or your position in the tournament’s ranking. You may be in the process of winning a large pot when a tournament is cancelled only to have that tournament resume with an earlier chip count or even restart from the beginning. You also acknowledge that you may be involved in a tournament where you are the clear chip leader and receive the same refund as a player with many fewer chips.
What happens if I lose my connection to the Internet while I’m playing in a tournament? You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. Please see the section titled ‘What happens if a tournament or championship game is cancelled’
Do I need a password or an invitation to register for a championship I qualified for?
Invitations to tournaments are emailed to the email address you used when you registered on the site however they’re not needed to register. If you’ve qualified for a championship you’ll be able to register at any time after you’ve qualified. If you’re not getting our emails including the invitation emails, you may wish to check your spam/junk mail folder as our mail can sometimes land in that folder. You can alleviate this problem by whitelisting and/or adding support@zengaming.com as an allowed sender. See the section titled ‘How To Whitelist in your Spam Filter.’
How do I determine my standing in a tournament? After a tournament is over, you can go to the tournament lobby and click on the tournament standings button. You will then be able to see where you finished and what prize you won.
Why don’t the points I just won points in a tournament show up in my bank roll? Points won in a tournament can take up to 60 minutes to appear in your bank roll after the tournament has completed. If you don’t see them, check your bank roll again a little later.
What is the Leader Board? The leader board displays the weekly ranking of each player. It displays their screen name and bankroll in points for each period in the competition cycle. It can be accessed through the Poker Lobby.
How do I get my name on the Leader Board? To get your name on the Leader Board, you need to start collecting points. Points can be earned by winning tournaments or completing any number of "Get More Points" activities. Click the Get More Points tab for more information.
How do I qualify for weekly championship? Each week a certain number of players will qualify for weekend tournaments. The more tournaments you play, and the higher you rank in each tournament, the higher you will move in the Leader Board.
How can I check to see if I’ve qualified for a championship? You can find this information in your Bank Roll. You can find your Bank Roll by clicking Account->Bank Roll then clicking the Details button for the appropriate week. Please note: Invitations are sent via email however you don’t need the invitation to register for the game. Registration for any tournament, be it a championship or qualifier, can be done in the lobby by clicking the Tournaments tab then the corresponding tab (i.e. Championships, Qualifiers, Win Cash, etc.). Additionally, Leader Board- ranking-based invitations to the Sunday game can change over the course of the week and aren't finalized until Sunday 6am. If at that time you still qualify you can register.
How often is the Leader Board updated? The Leader Board updates approximately every 10 minutes.
How do I know where I rank? You can check where you rank in the current week and in previous weeks against all other players during the competition cycle by looking in the Leader Board.
How do I change my Avatar? You can view or change your avatar at any time by logging into the software client and clicking Account > My Avatar
How do I turn on/off the sound? You can turn on/off table and game sounds when you join a poker table and click on the sound icon (a speaker) located above the chat window in the lower left hand corner of the screen.
How do I customize my game play and table settings? You can adjust your game settings such as: Post and Fold Mode, Dealer Chat Messaging, Automatically posting blinds and Auto Muck by Clicking on the Info & Settings button located at the top right hand corner of the table screen. A dropdown menu will appear that allows you to select/de-select the above features in addition to quick links back to our Poker Lobby, Hand History, Tournament Stats and How to Play details.
How to Whitelist in your spam filter
If you do not receive email from us, you may have
1. Twice typed your email in wrong, or,
2. Have a spam blocking system that did not allow the message through.
In either case you won’t receive email from us.
We want our players to always anticipate and enjoy the events updates that we deliver and often our legitimate email publications are mistaken as unwanted.
If you currently use an anti-spam program or service, we ask that you take just a minute or two to add our publication to your "safe" or permitted email sender list. This usually involves simply adding our sending address (From:) to your whitelist, safelist, or list of privileged (allowed) senders. This is commonly known as whitelisting a publication.
If we are being filtered, try adding support@zengaming.com to your Address Book or Contact list. If this option is not available, try moving the message to your 'inbox' or forwarding the message to yourself. If subsequent messages continue to be filtered, call or e-mail your ISP's technical support and ask how you can be sure to receive all e-mail from support@zengaming.com Domain: If they need to know the domain we're mailing from, tell them: games.nlop.com
Please refer to the following whitelisting instructions depending on the filtering solution you use: Click here
8. Chat, Conduct and Poker Etiquette
We will attempt to maintain a pleasant, fun and safe environment for all our members but is not responsible for the conduct of any individual or group of players. We have established this code of conduct, and may deny the use of our poker table or chat rooms to anyone who violates it.
Language, offensive behavior and reporting - To make our tournaments and chat rooms fun and safe for all our members, abusive and obscene language is not permitted in the chat rooms or at the poker tables. Players who insist on using offensive language or harass other players will have their chat blocked. For the sake of clarity, the following are barred in the chat rooms and at the tables:
• Any communication that is intended to harass, belittle, humiliate, threaten or cause embarrassment to a fellow member.
• Material that contains vulgar, obscene or indecent language or images.
• Material that defames abuses or threatens others.
• Bigoted, hateful or racially offensive statements.
• Material that advocates illegal activity or discusses illegal activities with the intent to commit them.
Respect at the tables and community chat room. Every player deserves the right to be treated equally at the tables and in the chat rooms with no discrimination. Friendly banter is a large part of poker and it is essential that this remains as banter and does not go further than this. To report abusive behavior or language at the poker tables or chat room, use the Report Profanity link. Be sure to provide as much information as possible.
Why do I see ‘ME’ when I chat? You see ‘ME’ when you chat but others see your screen name.
How do I report abusive chat? To report chat violations in the Community Chat rooms or at the poker tables use the Report Profanity link (which can be found under the Info & Settings tab while at the table). Be sure to note the time of the offense, the exact nature of the offense and the screen name of the person committing the offense. All claims will be investigated. We reserve the right to determine a course of action appropriate to the offense. All decisions are binding. You may or may not be notified if your chat privileges have been suspended and you may or may not be notified about a complaint you lodged against another player.
My chat was suspended. Why and what do I do to have it reactivated? If you receive a message indicating your chat has been suspended, please customer support for details.
Poker etiquette: The following actions are improper and are grounds for warning, suspending, or barring a violator:
• Revealing the contents of a live hand in a multi-handed pot before the betting is complete. Do not divulge the contents of a hand during a deal even to someone not in the pot, so you do not leave any possibility of the information being transmitted to an active player.
• Needlessly stalling the action of a game.
• Making statements or taking action that could unfairly influence the course of play, whether or not the offender is involved in the pot.
Collusion - Collusion is a form of cheating in which two or more players signal their holdings or otherwise form a cheating partnership to the detriment of the other players at the same table. While on one hand it is easier to pass information between colluding players in online poker than it is in brick & mortar rooms, it is much more difficult to avoid eventual detection as the cards for all players can be examined after the play.
No matter how sophisticated the collusion is, it must involve a play of a hand that would not be played that way without collusion. Our detection methods are aimed to catch unusual play patterns and warn the security personnel, who will then make a thorough manual investigation. We will also investigate all players' reports about suspected collusion. If any player is found to be participating in any form of collusion his or her account may be permanently closed.
What are Poker Points? Poker points are what you use to enter tournaments; they are sometimes referred to as chips. Poker Points have no cash value.
How do I get Poker Points? Each day you log on to the site you will receive additional points. There are various other ways to earn more points, including Surveys, Questions of the Day, Refer a Friend, Special Offers and more. Please note that not all points-earning options will be available on all days. Click the “Get More Points” tab after you’ve logged on for information on how to get additional points. Poker Points have no cash value.
How can I see how many Poker Points I have? Your points balance is displayed at the top right hand corner of the Poker Table Window next to your screen name. You can also check your points status by clicking Account>Bankroll then clicking the Details button Within this area you can view the current and previous week’s details.
What if I run out of Poker Points? Thereare various other ways to earn more points, including Surveys, Questions of the Day, Refer a Friend, Special Offers and more. Please note that not all points-earning options will be available on all days. Click the “Get More Points” tab after you’ve logged on for information on how to get additional points. Poker Points have no cash value.
I have logged in today and all my points have disappeared. Why? Each week ends on Sunday at 6:00AM. At that time, all players’ points are reset to zero. This is so players all have an equal chance to start over each week to climb the weekly Leader Board.
I have referred a friend and I don't see my additional points in my weekly bankroll. Why? Your referral must sign up and play a full game before points are awarded. You must allow 24 hours after your friend has played their first hand of poker for the additional points to be added to your Weekly Bank Roll.
Do the points I earn on Sunday count for the week that is about to end or the new week that is about to start? It's important to understand that each week runs from Sunday morning to the following Sunday early morning. So, if you log in and/or earn bonus points from surveys, the question of the day and other activities, timing is important.
Points earned after midnight on Saturday but prior to the start of the weekly maintenance period (Sunday morning approximately 6:00 AM ET) will be applied to the Leader Board that is finalized when maintenance begins that Sunday morning at approximately 6:00 AM ET. If you login on Sunday after the maintenance period has finished, the points will count towards the new week's Leader Board as it has just begun
What can I win? We offer a variety of prizes. Past prizes have included cash, buy-ins to the WSOP, HDTVs, certificates for cruises and sporting events, poker-related merchandise, clothing items and much, much more. Check the Prizes tab for more details.
I won a prize. How do I claim it? All players who win a prize on the Zen Gaming Network will be required to complete an affidavit verifying their age and identity before any prize will be sent. The first time you win a prize you will receive an email with instructions explaining how to complete the affidavit. This email is typically sent seven to 10 days following the date of your win. The affidavit needs to be completed only once. Since this email may be flagged as spam be sure to check your spam/junk mail folder. If you don’t see thus email in your inbox 10 days after you’ve won your Customer Support can assist.
I’ve completed the eligibility affidavit. How long will it be before I receive my prize? If you’ve completed the eligibility affidavit your prize will be reported to the company sponsoring the prize in the next fulfillment reporting period. Please note that sponsors only distribute prizes once a month so if you win your prize even one day after the reporting period has ended it will only be considered in the following month. Prizes can be expected four to six weeks after the monthly prize distribution date (possibly longer if this is your fist time winning a prize).
Fulfillment reports only include unfulfilled prizes won through the end of the previous month. For example, a fulfillment report generated in April will only include cash prizes won through the end of March.
Each prize sponsor fulfills their own prizes and each prize sponsor fulfills according to their own schedule. If you win prizes from different sponsors you may not receive those prizes at the same time.
Do I have to submit IRS form W-9? Players whose current year-to-date cash wins reach or exceed $600 will be required to complete and return to us IRS form w9. Prizes will be withheld until we receive this form. Contact Customer Support to determine if you have to submit this form.
How are my prizes sent to me? Cash prizes are sent in the form of a check drawn on a U.S. bank and are mailed to your address on-file at the time of the win. e-Gift certificates are sent via email – be sure to check your spam/junk mail folder! Physical merchandise is sent via the method Zen Gaming and its sponsors deem most acceptable.
Can I exchange the prize I won for another prize? No. Prizes can’t be substituted or exchanged.
Special Provisions for residents living outside of the U.S. or Canada. All prizes, including prizes shipped outside of North America, will be sent via US Postal Service with the appropriate international postage (where applicable). We assume no liability for non-deliverability. All cash prizes will be paid in US funds via check or alternate payment. In order to avoid shipping goods outside the US, we reserve the right to ship the Approximate Retail Value of the item via check or alternate payment as a substitute for the merchandise prize UP TO A MAXIMUM VALUE OF $250 US. Residents outside the United States are advised to play only in cash tournaments or tournaments offering merchandise with an ARV of less than $250. If the location you reside in considers sites like ours legal, you are more than welcome to play and win. Please note that all international citizens are subject to an automatic 30% tax withholding. This is in compliance with US Federal Tax Law and is stated in our Terms & Conditions.
Zen Gaming reserves the right to declare void any prize for any reason including but not limited to collusion, automated entries, or misrepresentations. Zen Gaming also reserves the right to order repayment and/or return of any prizes it deems to have been won fraudulently as well as any previously won prizes.
a. Select the “Start” menu button
b. Open the “Control Panel”
c. Select “User Accounts and Family Safety”
d. Select “User Accounts”
e. Select “Turn User Account Control on or off”
f. Make sure the “Use User Account Control (UAC) to help protect your computer” check box is empty (disabled).
g. Select the OK button.
h. Close all windows and restart your machine.
Do I need to install special software on my computer to play? After you’ve completed your registration you will need to download and install the poker software.
Installation is easy and only takes a few minutes. Of course if you run into a problem our support team is available to help; you can contact support. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved. Note: we attempt to answer all queries within 24 hours; weekend responses may take a bit longer.
Does your system support 64-bit machines? Yes, our software will operate on 64-bit machines. Just follow the download instructions above. Be sure to allow the software to install into the default paths and directories displayed during the installation process.
I’m logging on to the software and it’s trying to install an update. Why won’t it complete? This is related to User Accounts Control. First, turn off User Account Controls: open Control Panel and click the icon for User Accounts; click the link that says Turn User Account Control on or off; uncheck the box that says Use User Account Control (UAC) to help protect your computer. Next restart your machine. Now, log back on to our software and let the download complete; when the download is complete, go back to Control Panel and turn UAC back on again.
I’m trying to install the software on my Vista machine but each time I try I get a message that says ‘Windows cannot access the specified device, path or file. You may not have the appropriate permission to access them’ and the software won’t install. What do I need to do? This is related to how the security features in Vista allow programs to launch and run. First, go back to the download page and click the Download NOW! link. A download dialog box will open; click the Save button. This will save the installer to your desktop. Once it's on your desktop, right mouse-click the icon and select Properties. Toward the bottom of the General tab you should see a security warning that says 'This file came from another computer and it...' and to the right of it is a button that says 'Unblock'; click the Unblock button; click Apply then OK. Double click the installer icon to launch it; it should run now.
If after doing this you still have trouble, it may be related to User Accounts Control. First, turn off User Account Controls: open Control Panel and click the icon for User Accounts; click the link that says Turn User Account Control on or off; uncheck the box that says Use User Account Control (UAC) to help protect your computer. Next restart your machine. Now, double click the installer icon to launch it; it should run now. Once the software is installed you can go back to Control Panel and turn UAC back on again.
I’m trying to register but I’m getting a message that says I can only have one account – but I don’t have an account yet. Why am I getting this message? This usually happens when you try to register using a browser other than Internet Explorer and happens most frequently to AOL users. If you get this message while signing up, email customer support and we’ll help you complete your registration.
I’m trying to register but I’m getting a message that says the ‘bot code is invalid. What does this mean? This usually happens when you try to register using a browser other than Internet Explorer. Be sure you’re only using IE when completing the registration form. Additionally, cookies must be enabled on your machine for this part of the registration process to complete. To check if cookies are enabled: using IE, click Tools>Internet Options then the Privacy tab; under Privacy click the Advanced button. Be sure it is set to accept cookies from both First and Second Parties.
While playing in a tournament the computer screen/connection icon keeps flashing from green to yellow and/or I’m getting messages about Network Latency. What does that mean? Our software relies on instant, real-time communication between your PC and our servers. From time to time even the fastest internet connections can slow due to network congestion. If this happens during game play, our software will invoke a series of steps that are aimed at keeping logged on and connected. If the software is able to re-establish your connection you’ll be ‘fast forwarded’ to bring you back up to speed with the game. If you are fully disconnected during game play, you can rejoin your table after you’ve logged back on by clicking either the Rejoin button in the lobby listing or the flash number by ‘My Games’ which can be seen in the upper right corner of the lobby window.
Why do I keep getting booted while I’m playing? See the above question While playing in a tournament the computer screen/connection icon keeps flashing from green to yellow and/or I’m getting messages about Network Latency. What does that mean?
I use Vista but I can’t get the tables to load. What do I need to do? Vista users may need to make a minor adjustment to that operating system for our software to work correctly:
I’m getting error messages when trying to log on. What should I do? Our support team can assist you with this issue but we’ll need to know the exact (or as close to exact) text of the error message. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved.
Whom do I contact for help? Didn’t find the answer you needed here? Our support team is available to help; you can contact them at the Support Page. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved. Note: we attempt to answer all queries within 24 hours; weekend responses may take a bit longer.