Player Accounts – Frequently Asked Questions

Support

I have a question about anything with Poker European related. What do I do now?
I think I may not be receiving your emails – can I fix this?
I have a question about anything with Poker European related. What do I do now?

No problem – we are available 24 hours a day, 7 days a week, 365 days a year!

You may contact us at any time by sending an email to Support. While you may find the answer to some of the most frequently asked questions on this FAQ page, you are always welcome to contact us via our Contact Support.

I think I may not be receiving your emails – can I fix this?

In an effort to fight growing amount of spam email, service and software providers have been implementing new anti-spam filters. Inadvertently, large numbers of legitimate emails are falsely identified as spam and not delivered to an inbox. Instead these false spam positive emails are either blocked or delivered to spam or bulk folders, or automatically deleted. This is why you may not be receiving your important Poker European transaction details and missing out on exciting news, events and promotions.

To ensure you receive all Poker European emails please add Poker European to the safe list or permitted sender list of the service or software you use. This is usually achieved by adding Poker European to your address book, or via the Settings in your chosen email service or software. If you are continuing to have problems, please contact Support.

Forgot Password

I forgot my password. Can I open a new account?
I forgot my password. How do I get a new one?
I forgot my password. Can I open a new account?

No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at Poker European. Instead, please follow the instructions below.

I forgot my password. How do I get a new one?

Poker European has a feature to help players who have forgotten their password. With the Poker European software (not the website) open, please follow these steps:

  1. Open the software
  2. Click the ‘Forgot Password / Stars ID’ button
  3. Enter the required information in the ‘Forgot Stars ID / Password’ screen
  4. After clicking ‘Submit’, you should receive a message asking you to enter and confirm a new password for your account.
  5. You will now be able to ‘Save and Login’.

If you did NOT receive the above message, but instead receive any sort of error message, please contact Support, including the message or error code received, and we will be happy to help you out. In your email, please include the following details (include old/alternate addresses – the more information the better!):

Forgot UserID

Forgot UserID
What do I do if I have forgotten my Poker European User ID?
Forgot UserID

No. In protection of the game’s integrity, and players’ account security; you are only permitted one Poker European Account. Instead, please follow the instructions below.

What do I do if I have forgotten my Poker European User ID?

This is very common and it is no problem at all. You will be unable to create a new account, so you simply have to retrieve your existing Stars ID. Please follow the following steps:

  1. Open the software or, if it is already open, click the Login button in the lobby header.
  2. On the login screen, click the ‘Forgot Password / Stars ID’ button
  3. Click ‘Cancel’ and try logging in with the email associated with your account

Remember, if you get stuck at any point, please feel free to contact us via Support – we are happy to help! To help us assist you the first time around, please include the following in your email (include old/alternate addresses – the more information the better!):

Connection & Disconnection

I cannot connect to your server, what should I do?
I continue to disconnect while playing. Please help!
I cannot connect to your server, what should I do?

First, turn off all of your computer and network equipment, then restart it and try to log-in to Poker European again

If this fails, check the date on your computer’s calendar to ensure the current date and year is set properly.

Next, if you have a firewall or similar software (i.e. proxy or websense filter/parental control) installed, check it is configured correctly to allow Poker European to access the Internet.

If the above fails, please provide us with the exact error message you are receiving and let us know what firewall or security software is installed on your computer.

It would also be helpful if you could send us the Poker European program Log Files and Network Status Report (NSR) from your computer, as these will help our Technical Specialists to determine the nature of your connection problems.

I continue to disconnect while playing. Please help!

If your connection is only poor for Poker European or has been a long-term reoccurring connection issue it is possible it is revealing a connection stability issue that will not manifest itself on most other Internet sites and applications. We are willing to assist you in trying to isolate and resolve this issue and will require some information about your system and connection.

Please send the above details to Support

Tournaments

I am registered for a tournament, but cannot find it. How do I view all tournaments I am registered in?
I am unable to find a specific tournament, and I have the tournament number. Can I search for it?
I am registered for a tournament, but cannot find it. How do I view all tournaments I am registered in?

We have just the feature you are looking for!

If you ever have difficulty finding the lobby of a Tournament you are registered you can open the ‘Account’ and click on the ‘Registered in Tournaments’ button.

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