If you're having trouble establishing a connection, here are some tips.
Press here if you're using our mobile app. Or, for our desktop software, follow the instructions below:
Restart and reconnect
Restart your computer and turn any network equipment connected off and on again. Network equipment can include devices like your modem, router, access points, etc. Next, make sure your internet connection is working, then reopen our software. If the issue remains, try configuring your security software.
Configuring your security software
To allow our Windows software to access the internet, you can give access to these programs:
If you can't find some of them, give access to the ones you can find. For information on allowing programs through the Windows inbuilt firewall, check out: Windows Defender (Microsoft.com)
For information on how to check if our application is allowed through the Mac inbuilt firewall, visit: macOS Firewall (Apple.com)
If your security software is different, check with the manufacturer for instructions.
Try Google's DNS
Switching to Google DNS (domain name system) improves your chances of connecting to our services.
You can find instructions on how to configure your device to use Google's DNS on their website.
If this change doesn't let you connect, and if available to you, try using a different ISP.
If you still can't connect, contact us
If the above steps don't fix the issue, send us the details below:
You can send us this information via our software, mobile app, or website.
If you can't connect via mobile, try these suggestions. After each step, retry our app.
Check your internet connection
Check that you're connected to either Wi-Fi or a cellular data network. You should see the icons at the top of your screen. If not, adjust your Wi-Fi or mobile network settings.
Restart your device
The next step is to restart your device by powering off and turning it back on.
Reinstall our app
If restarting does not resolve the issue, try reinstalling our app. You'll first need to remove the app by deleting it from your device. Download a new copy of our app and install it.
Try Google's DNS
Switching to Google DNS (domain name system) improves your chances of connecting to our services.
You can find instructions on how to configure your device to use Google's DNS on their website.
If this change doesn't let you connect, and if available to you, try using a different ISP.
Contact us with more information
If the above steps don't fix the issue, you can report the problem by sending us this information:
You can send us this information via our software, mobile app, or website.
Disclaimer:
We give links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for using these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.