Quick Link
Troubleshooting and common issues
Login Issues
- Forgot Password: Click Forgot password? on the login page and follow the reset link sent to your email.
- Didn’t receive verification/reset email: Check your spam/junk folder, then click Resend email.
App not loading or slow performance
- Refresh the page or clear your browser cache and cookies.
- Update your browser to the latest version.
- Try switching to another supported browser (Chrome, Firefox, Edge, Safari).
- Check your internet connection as Flop Hero requires a stable broadband connection.
Hand history import issues
- Manual Upload:
- Ensure you are uploading files in a supported format (PokerStars, GG, PartyPoker, etc.).
- Live Tracker (Auto-Import):
- Confirm your poker client is saving hands locally (enable “Save Hand Histories” in your poker client settings).
- Verify the hand history folder path is correctly linked in Flop Hero’s Live Tracker.
Subscription & billing problems
- Payment failed: Update your card in Subscription → Update Details and retry.
- Charged after cancellation: Check your billing cycle as access continues until the end of the paid period. If you believe there’s an error, contact support.
Trainer or replayer not working
- Make sure you have uploaded hands or imported sessions before starting.
- Clear cache and restart the app if features appear frozen.
- Verify your subscription covers the stake level you’re trying to train with.
Contact support
If these steps don’t resolve your issue:
- Use Help → Contact Support inside the app.
- Or email [email protected] with:
- Your account email
- A short description of the issue
- Screenshots/error messages
- Poker client and operating system info (if relevant)