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FAQ
My Account Information
- I have forgotten my password. What do I do?
- I didn't get my activation code. What do I do?
- Can I change my nickname?
- How do I change my password?
- How do I change my account details?
- What's my activation code?
- Why does it say "The email address and password that you have entered is not valid"? I know my password is correct
- How can I get more "play money"?
- How can I see my account balance?
- Where can I see my bonus?
- Where can I see how many player points I've earned?
- How do I know which tournament tickets I own?
Can't find a sufficent answer?
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I have forgotten my password. What do I do?
If you have forgotten your password you can retrieve it at our reminder page. Please note that all requests for forgotten passwords must go through our reminder page. Email requests regarding lost passwords will only be answered in special cases. The reminder form is both faster and safer than manually requesting login information from our support via e-mail.
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I didn't get my activation code. What do I do?
The activation code is emailed to you when you sign up. Unfortunately, sometimes emails get lost on the internet.
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Please ensure that the email address support@pokerroom.com is held within your contacts. This shall reduce the risk of emails from PokerRoom being stopped by your spam filter.
Once you've completed this, just log in and you will be asked for the activation code. Click on the button titled 'Resend' to get the activation code emailed again.
Please be sure to check the mailbox of the email address you entered when signing up. Also make sure the address is correct. -
Can I change my nickname?
In order to be fair to all players we do not allow nickname changes. After all, the nickname is the only way players can recognize each other.
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Please also note that in order to protect all players, including yourself, from potential fraud, we have a strict "one account per player" policy -
How do I change my password?
You can change your password by logging in and going to "My Account" and then "Personal Settings". Click on the edit password button and follow the instructions.
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How do I change my account details?
To change the details in your account go to the "My account" page. Choosing the "Personal Settings" you can edit your password and your personal contact information such as home address, email address and phone number. If you need to correct the spelling in your name or update your surname please contact support@pokerroom.com. Provide us with a copy of your ID and we will assist you in making the changes.
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What's my activation code?
When you sign up, your activation code is emailed to the email address you specified. You will be asked for the activation code the first time you log in. The activation code is a number consisting of 9-11 digits.
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Please ensure that the email address support@pokerroom.com is added to the list of trusted senders. This shall reduce the risk of emails from PokerRoom being stopped by your spam filter. -
Why does it say "The email address and password that you have entered is not valid"? I know my password is correct
Your password is case sensitive (it differentiates between UPPER and lower case letters), so please remember to enter it exactly the same way when logging in as you did when signing up.
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How can I get more "play money"?
You get more play money in your PokerRoom account, if needed, by refilling it. However, you can only refill it twice a day and up to a maximum of 1000 credits. Play money can be used at any table marked as a Play Money table. To refill your account, please log in and in your Account section you will see the option to refill.
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How can I see my account balance?
Log in and go to the Account page. There you will be able to see how much money you have in your PokerRoom account. You can view your personal transaction history at the Transaction history page.
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Where can I see my bonus?
Log in and go to the "My Account" page. Under the "Bonus" section you can view your current active bonus and also any bonus that you might have queued behind it.
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Where can I see how many player points I've earned?
Log in and go to the "My Account" page. Under the "Loyalty Program" section you can view your earned player points /day or month. The points are continuously updated but may take up to an hour to display in the "My Account" page.
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How do I know which tournament tickets I own?
Log in and go to the "My Account" page. Under the "Tournament tickets" section you can view all your unused tournament tickets. The ticket information includes the expiry date, the value and a description. You will need to register for a tournament before the ticket expires. The validity period of a ticket usually varies from 30-90 days but there are also exceptions to this rule.
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