How to help players who can't connect to the Playtomic app

Some players may have trouble logging in or using the Playtomic app. This article gives you quick checks to share with them, and shows what to send us if you need to report the problem.

Quick checks to share with your players

What if a player can't log in or sees a connection error?

Ask the player to try these steps in order:

1. Update the Playtomic app to the latest version.
2. Close the app completely and open it again.
3. Check the internet connection. Try Wi-Fi, or switch between Wi-Fi and mobile data.
4. If you use a VPN, turn it off and try again.
5. Check that you use the same login method you used to create your account: Apple, Google, Facebook, or email and password.
6. If nothing works, delete the app and install it again.

What if a player forgot their password?

1. Open the app and go to the login page.
2. Tap Forgot your password.
3. Enter the email address you used to register.
4. Open the recovery message from Playtomic and set a new password.
5. Go back to the app and log in with your new password.

What if the app stopped working after an update, or on an older phone?

1. Update the app to the latest version. This fixes most problems after an update.
2. Still not working? Report the problem and include the phone model and the iOS or Android version.

How to report an app problem to Playtomic

If the checks above don't solve the problem, contact us through the live chat in Playtomic Manager. Include as much detail as you can in your first message, so we can find the cause faster:

• What happens: the exact error message the player sees, and what they were doing when it appeared.
• A screenshot or short video of the problem.
• The device: iPhone or Android, the phone model and the system version (for example, iPhone 13, iOS 17).
• How many players are affected, and since when: one player, a few players, or many players at the same time.
• What you already tried: for example, updating the app, switching between Wi-Fi and mobile data, or reinstalling.
• The player's name and the email they use in Playtomic, only if the problem affects one specific account.

Note: Don't share passwords or payment details.

FAQ

Is Playtomic down if some of my players can't connect? Not necessarily. Most connection problems come from the phone, the app version or the internet connection. If many players are affected at the same time, tell us how many and since when, so our team can check.

Should players contact Playtomic themselves? Yes, we recommend it. Players can chat with our support team directly from the Playtomic app: go to Profile > Help and the chat opens. When players report their own problems or technical issues in the app, we can see how many people are affected and find the cause faster. The article How to fix app issues and report a problem to Playtomic explains the steps for players.

Can I report the problem for my players? Yes. If you contact us for them, send the details listed in the section above.

💬 Need Help?

If you have any questions or need further assistance, don't worry! 😊 You can always contact us. We're here to help!