“My Pokerstars login will not work and my account is locked” appears when a player has typed the wrong password more than once. That lock is a safety step, not a ban, and it is the most common reason a returning player cannot get back in.

A welcome bonus or free spins that never arrived

The player finishes the sign-up, opens the cashier, and the welcome offer or free spins show a zero balance with no credit. Offers often miss an account for small mechanical reasons rather than a refusal.

• The promo code or bonus code was typed with a space or a wrong character, or left empty when the field required it.
• The deposit was made before the code was entered, so the offer did not attach to that payment.
• A second account was created, which blocks duplicate welcome offers.
• The casino bonus was claimed in the wrong product area, such as the sports section instead of the casino.
• The deposit method used does not qualify for the offer under its rules.

1. Open the cashier and go to the bonus or promotions area on the account.
2. Look for a pending or unclaimed offer sitting there.
3. Claim it manually if a claim button is shown.
4. Enter the pokerstars promo code again, copying it from the message that carried it.
5. Remove any space before or after the code.
6. Check that the code is written in the exact upper or lower case shown.
7. Confirm the offer applies to your region before retrying.
8. If you already deposited, note the reference of that payment.
9. Make the next deposit only after the code has been accepted on screen.
10. Enter the pokerstars bonus code in the field that appears before you confirm the payment.
11. Wait for the confirmation message that the offer is attached.
12. Check the bonus balance separately from the cash balance, since they do not display together.
13. Look for the pokerstars casino bonus inside the casino section rather than the sports wallet.
14. Log out and back in so the account reloads the current offers.
15. Clear the browser or phone cache if the bonus area still looks empty.
16. Contact support with the deposit reference and the code used if the offer is still missing after the payment has settled.

Contact support once the payment has completed and no offer appears in the bonus area, and give them the payment reference so they can trace it.

Failed logins and an account that locks itself

Players see a message that the account is locked or the password is wrong, even when they are sure of their details. The lock is triggered by repeated failed attempts, and the details themselves may be fine.

• The password was typed on a different keyboard layout or with the caps lock on.
• An old password is saved in the browser’s autofill and is being sent each time.
• Two-factor codes are rejected because the phone clock is out of step.
• The account was locked after too many attempts from one device or network.
• The email address on the account was entered with a different spelling than at sign-up.

1. Stop trying the password repeatedly, because each failure extends the lock.
2. Clear the saved password for the site in the browser settings.
3. Type the username or email address by hand, character by character.
4. Use the show-password option to see what was actually entered.
5. Switch off caps lock and confirm the keyboard language.
6. Choose the forgotten password option and request a reset link.
7. Open the reset link in the same browser where the request was made.
8. Set a new password that differs from the old one.
9. If two-factor is active, check that the phone’s automatic time is switched on.
10. Enter the code promptly, since codes expire quickly.
11. Turn off any VPN or proxy before trying again, as these can trigger a block.
12. Try a second browser or a private window to rule out stored data.
13. Try the phone browser on mobile data instead of home wi-fi.
14. Wait for the lock to lift on its own if the message says it is temporary.
15. Contact support with the username and the error text if the reset link does not arrive or the lock stays.

Contact support when the reset email never arrives or the account stays locked with the password no longer in question.

Verification documents that stall or come back rejected

A player uploads an ID or a proof of address, and the status sits on pending or flips to rejected without a clear reason. Most rejections come from image quality or mismatched details rather than from the documents themselves.

• Photos are blurred, cropped, or covered by glare or a shadow.
• A corner of the document is cut off, so the full border is not in frame.
• The name or address does not match the account details exactly.
• The proof of address is older than the period the operator accepts.
• The file type or size falls outside what the upload form takes.

1. Place the document on a flat, well-lit surface before taking the photo.
2. Fill the frame with the document and keep all four corners visible.
3. Turn off the flash to avoid glare across text or a photo.
4. Check that the name on the document matches the account spelling, including middle names.
5. Match the address on the proof to the one on the account, line by line.
6. Use the newest proof of address you hold.
7. Use colour scans or photos rather than black-and-white copies.
8. Save the file in a common format the form accepts.
9. Upload each document in its own slot rather than combining them.
10. Confirm that the upload finished before closing the page, since a closed tab cancels it.
11. Reopen the verification area and check which document was actually rejected.
12. Replace only that document and resubmit it.
13. For a selfie or liveness step, remove glasses, hats and filters and face a light source.
14. If a new upload is refused, clear the browser cache and try again in another browser.
15. Write down the submission reference shown on screen after each upload.
16. Contact Pokerstars login support with that reference if a document is rejected again after a clean upload, and keep the original files handy.

Contact support when a clear, complete document is rejected a second time or no status changes after the upload has finished.

Games and pages that fail in the phone browser

The page opens but spins on a loading screen, or a game starts and freezes partway through. On a phone this is usually a browser or connection issue, not an account problem.

• The connection drops or flips between wi-fi and mobile data mid-game.
• Too many tabs or background apps compete for memory.
• A content blocker, ad filter or privacy extension blocks game files.
• An old browser version does not support the game format.
• Stale cached data loads a broken page.

1. Move closer to the router or switch to mobile data and reload.
2. Close every other tab in the phone browser.
3. Close background apps that hold memory, then reopen the page.
4. Switch off any ad blocker or privacy extension for the session.
5. Clear the browser’s cache and cookies for the site.
6. Reload the page and log in again.
7. Open the game in a fresh tab rather than from an old bookmark.
8. Try a different browser installed on the phone.
9. Update the browser to its current version.
10. Check that the phone’s operating system has the latest update.
11. Free up storage space on the phone, as a full device slows loading.
12. Turn the phone’s rotation lock off for games that need landscape view.
13. Turn off the phone’s power-saving mode during play.
14. Test one game at a time to see whether every title or only one stalls.
15. If only one title fails on every phone you try, report that game’s name.
16. Contact support with the phone model, browser name and the game name if the failure repeats after these steps.

Contact support when every game fails on more than one browser and network, or when the loading error repeats at the same point.

Keep the email address and password current in one place, and enter codes only after the field accepts them, so most of these blocks never start.