PokerStars has a feature to help players who have forgotten their password. With the PokerStars software (not the website) open, please follow these steps:
- Click the ‘Log In’ button in the bottom right corner of the PokerStars software
- Click the 'Forgot User ID / Password…' button
- Enter the required information in the ‘Reset Password’ screen, as shown below
Both Real Money and Play Money players need to enter their User ID. If you have never played for Real Money on PokerStars, simply enter your email address in the field indicated by the red arrow.
If you have at any time played for Real Money on PokerStars, you must enter your Zip/Post Code and Street Address in the fields marked by the green arrows, but you do not need to enter your email address. Click OK.
IMPORTANT NOTE: If you do not see the ‘Real Money Players’ fields marked with green arrows, visit the Missing Features section prior to attempting a password reset.
- After clicking ‘OK’ above, you should receive this message, which indicates your password has been sent to the email address registered on your PokerStars account:
An email with your password will arrive within a few minutes. If it does not, please click here for instructions, as our email likely ended up in your spam/junk mail folder.
If you did NOT receive the above message, but instead receive any sort of error message, please contact support@pokerstars.be, 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!):
- Your full name
- Your mailing/postal address
- Your zip/post code
- Any email address that may be registered to your account
- A telephone number, in case we need to contact you
First, turn off all of your computer and network equipment, then restart it and try to log-in to PokerStars 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 PokerStars 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 send us the PokerStars program log files from your computer, as these will help our Technical Specialists to determine the nature of your connection problems. The files are: PokerStars.log.0, PokerStarsUpdate.log.0, PokerStarsCommunicate.log.0 (if present).
Please see below if you are unsure how to find or send Log Files.
Some of the features that may be missing include:
- Cashier
- Find a Player
- Image
- Instant Hand History
- Real Money password reset
- Real Money games
If you are missing the above features, this indicates that you are using PokerStars.NET. This is a special "play money only" version of our software.
The full-featured version of our software is available on PokerStars.eu. To download the .EU version of our software, please go to our
download page. If you are using a Mac, go to our
Mac download page instead.
Once you have downloaded and installed that program, you may continue to login using the same User ID and password you have been using on PokerStars.NET (in fact, you need to use the same User ID and password as on PokerStars.NET).
In the full version of our software, you can find all of our play money games, as well as a variety of great features, including a 'Cashier' button to track your chip total, the popular 'Find A Player' feature, the ability to upload Images to display at the table, an 'Instant Hand History' feature to track the hands you have played during your current session, freeroll tournaments where you can win real money prizes, real money games, and much more.
Please note that although we do have real money games, you are under no obligation to play them, and there is no charge of any sort involved if you wish to play solely for play money.
