Frequently asked questions

The things players ask us most often

Last updated: September 2026

1. Your account

I pressed "delete account" by mistake. How do I get it back?

Deleting an account cannot be undone from inside the app. If you sign in again with the same number you will be told the account already exists and you will not get in. The only route from there is to contact support and give us that number. Please think twice before pressing it, because your coins, purchases and history go with it.

How do I sign in on a new phone?

Use the same mobile number you first registered with. You get an SMS code and your account comes back with all its coins and achievements. The account is tied to the number, not to the handset.

My verification code is not arriving.

Wait a few seconds and press resend. The countdown on the button is the wait before you may resend, not how long the code stays valid. If it still does not arrive, check your signal and whether your carrier is filtering promotional SMS.

Why do I need a subscription to change my name?

Changing your display name is a premium feature. The name you choose when you register is free.

Someone asked me for my password or SMS code. Should I give it?

Never. Our team will never ask for your password, login code or SMS code. Anyone who does is trying to take your account.

2. Being dropped, and your coins

Why was my seat given up mid-match?

When several turns in a row go unanswered, the seat is handed over so the other three players are not left waiting. From our side a lost connection and a phone put down look identical, because all we can see is that the turns went unanswered.

Why did I not get my entry fee back?

The fee does not always come back; it depends on the state of the table at that moment. The exact conditions are on the forfeit rules page.

I was ahead and got dropped, and still got nothing?

The prize goes to whoever is at the table when the match is decided. Your entry fee, though, can come back in full in that situation. They are two different things, explained on the same page.

I think coins were deducted by mistake.

Every charge and every credit is recorded on your account and visible in your coin history. If a line looks wrong, write to support from inside the app with the rough time of the match and we will look at it.

3. Purchases

I paid but the coins never arrived.

It usually takes a few minutes. If nothing appears, close the app fully and reopen it. If it is still missing, write to support with the purchase reference so we can check and apply it by hand.

Can I convert my coins back into money?

No. Coins have value only inside the game and cannot be converted to real money in any way. Buying or selling coins or accounts for real money is also prohibited.

I want a refund.

Refunds are handled by the store you bought from. If a purchase is refunded, the coins from it are removed from the account.

4. Coins, transfers and invites

How do I send coins to a friend?

Open their profile and use the transfer option. Each transfer is at least 100 and at most 100,000 coins.

Where do I enter an invite code?

In the invite friends section. A referral code can be applied once, and only early on a new account, so if your account has been around a while it will no longer be accepted.

How do I get free coins?

The daily login reward, daily missions, the wheel of fortune and chests. You also receive 10,000 coins as a gift when you create your account.

5. Tournaments

How do I take part in a tournament?

There are two steps, and most people who miss out have missed the second. First register from the tournaments section. Then, shortly before the start, a "check-in" notice arrives and you must confirm it. Registering without checking in means your place goes to the next person.

It says "in progress" but I cannot join.

A tournament that has already started does not accept new players. You will need to wait for the next one.

I cannot see the register button.

Usually one of three reasons: registration for that cup has not opened yet, it is full, or your app version is out of date.

I have a tournament ticket but I was charged coins.

Tournament entry is currently paid in coins. Your tournament tickets stay in your account, and from a future version tournament entry will be by ticket only.

6. Card dealing

Are the cards really dealt randomly?

Yes. The whole deal happens on the server before the hand starts, the same way for every table and every player. The game does not know who you are, how much you have spent or how many matches you have lost, and none of that affects the cards you get.

Then why do I keep getting bad hands?

Every deal is independent of the last one, which is exactly what makes good and bad runs feel longer than people expect. We have gone through the real records of players who complained about this and their share of being hakem, and of good hands, came out where it should be. If something looks wrong in your own matches, write to us and we will look at those specific matches. We take that seriously.

My suit changed in the middle of a hand.

The cards in your hand do not change once they are dealt. What usually creates this impression is the cards moving position on screen after they are re-sorted. If it happens repeatedly and you are sure, please tell us.

7. Level, season points and tier

What is the difference between level, tier and season points?

Your level comes from XP, only ever goes up, and never resets. Season points measure how you played in the current season, move both ways, and determine your tier. The full detail and the exact numbers are on the season points and XP page.

Why did my tier drop?

Either you lost season points in the current season, or the season changed. At the start of each season everyone restarts a few tiers lower, but your points are not wiped.

8. Chat and player behaviour

A player swore at me or behaved badly.

Use the report option on their profile and choose the reason. Reports are read by our team and you are told the outcome. The conduct rules are on the player rules page.

Why can I not type freely during a hand?

Mid-hand only preset phrases, stickers and emoji are available. That is deliberate: it prevents abuse, and it stops players signalling their cards to a partner.

9. Technical problems

The game is slow or disconnects mid-match.

First switch networks, for example from Wi-Fi to mobile data. Then close the app completely, reopen it, and make sure you are on the latest version. If it continues, send us the rough time and the table.

The cards are too small on my screen.

Other players have raised this too and we are working on the sizing and layout. Telling us your phone model helps a lot.

I never got a reply to my message.

Every message is read. Sending several in a row does not speed things up, because each one opens a fresh request and moves you to the back of the queue. One clear message with the time and a precise description is the fastest route.