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 to 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.

Active filters can make it look like hands are missing when they’re actually just filtered out.

Check stake coverage

Hands outside your subscription tier are stored but not analyzed. Confirm the stakes match your current plan.

If you uploaded PLO $5/$10 hands but you’re on the Low Stakes plan (up to $0.25/$0.50), those hands won’t be analyzed.

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 from PokerTracker, Hold’em Manager, or other tools won’t work. You need the raw hand history files from your poker site.

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. Your database stays clean.

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.

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, then PokerCraft, then Save Hand Histories.

Other sites

Each site has unique storage paths. Check your poker client’s settings to find where hand histories are saved.

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.

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, and your subscription tier.

Email hello@flophero.com or join our Discord for direct help.