Hand Upload Troubleshooting

If your hands aren’t uploading correctly to FlopHero, this guide will help you identify the cause and fix it fast. Most upload issues come down to file format, stake coverage, or incomplete data, and each has a simple solution.

Hands Not Appearing After Upload

Check upload confirmation
After clicking Upload, make sure you saw a progress bar and a confirmation message.
If you didn’t, the upload may have failed before completion.

Wait for processing
Small uploads (under 100 hands) process in a few minutes. Larger uploads take longer depending on server load.
Wait 5–10 minutes before checking your database again.

Verify your filters
Your hands may be uploaded but hidden by filters. Go to your hand list and select Clear All Filters to see everything.
For more on filters, read the article How to Use Filters Effectively.

Check stake coverage
Hands outside your subscription tier are stored but not analyzed.
Confirm the stakes match your current plan.
For details, see Subscription Tiers and Stake Coverage.

File Format Issues

“Invalid file format” error
Only original poker site hand histories are accepted. These are plain text files (.txt) generated by the poker client.
Tracker exports (PokerTracker, Hold’em Manager, etc.) won’t work.
For help enabling hand history saving, read How to Enable Hand History Saving.

Corrupted or incomplete files
If your poker client crashed, the saved files may be incomplete.
Try uploading a different session to verify if the issue repeats.

Unsupported site format
Hands must come from a supported poker site.
If you’re using a smaller or regional site, contact support to confirm compatibility.

Duplicate Hands

“Duplicate hands detected” warning
FlopHero automatically skips hands already in your database.
This is normal and prevents duplicates when re-uploading the same session.

Accidentally uploaded the same file twice
No problem. The system will detect duplicates and ignore them safely.

Incomplete Hand Histories

Hands missing actions or streets
This usually means your poker client didn’t save full hand details.
Check the settings to ensure hand history saving is enabled and configured correctly.
See How to Enable Hand History Saving for instructions.

Hands you weren’t involved in
FlopHero only analyzes hands where you were dealt in.
Hands folded preflop or observed at other tables won’t generate analysis.
This is expected behavior.

Site-Specific Upload Issues

PokerStars
Ensure you’re uploading from the correct hand history folder listed under Playing History in client settings.

GGPoker
Enable hand history saving manually in Settings → PokerCraft → Save Hand Histories.

Other sites
Each site has unique storage paths. Refer to the How to Enable Hand History Saving article for setup guidance.

Large Upload Problems

Upload timing out
For uploads over 10,000 hands, split them into smaller batches of around 5,000 hands.
This reduces browser load and improves stability.

Browser crashing during upload
Large uploads consume memory.
Close other tabs or restart the browser before retrying.
If problems persist, use smaller uploads.

Live Tracker Not Auto-Importing

Tracker not running
Ensure the Live Tracker is active in your system tray or task manager.

Incorrect folder path
If you changed poker client settings or reinstalled, update the folder path in the Live Tracker configuration.

Firewall or antivirus blocking
Add the Live Tracker to your firewall and antivirus exceptions to allow secure file access.

For full setup details, see the Live Tracker Troubleshooting article.

Still Having Upload Problems?

If these steps don’t solve it, contact our support team. Include:

• The poker site you’re using
• The exact error message (screenshot if possible)
• A sample hand history file
• Your subscription tier

Email hello@flophero.com or join our Discord at https://discord.gg/XZJ957eK9J for direct help.
For general issues, see the Common Troubleshooting Steps article.