It can be frustrating when your account balance doesn't immediately reflect a recent transaction or game result. This article explains the most common reasons for a delay and provides steps you can take to resolve the issue.

When Should My Balance Update?

Your account balance should update automatically in the following scenarios:

• Purchases: Immediately after a successful purchase of one of our packages

• Exchanges: Immediately after a successful exchange request is placed

• Ring Games: When you stand up from or leave a ring game table with a Chips balance in your stack

• Tournaments (MTTs): When you are eliminated, the tournament concludes, or you successfully claim a bounty in a bounty tournament

Visual Delay 

One reason for a non-updating balance is a visual delay or client-side caching.

• What is a Visual Delay? We may temporarily store (or "cache") some data on your local device for faster performance. Sometimes, the displayed balance is this cached, slightly older number, even though the central game server has already registered the correct, updated balance.

• Your Balance is Safe: It's important to understand that in almost all cases of a visual delay, your actual, most current balance is securely stored on our server. The game server knows the true amount, and this is the balance that will be used when you attempt to join a new ring game or tournament

Quick Troubleshooting Steps (Self-Fix) 

If you suspect a visual delay, try these steps in order. They force your client to pull the most current data from the server:

1. Simply Wait: Sometimes, this will correct itself within 30-60 seconds.

2. Log Out and Log Back In: This is the most effective way to clear the client's temporary cache and force a complete reload of all account information from the server.

3. Restart the Client: If logging out/in doesn't work, completely close the poker client application/browser window and relaunch it.

When to Contact Support 

If you have performed the troubleshooting steps above and your balance still has not updated after one hour from the time the transaction or game concluded, please contact our support team to look into this further.

To help us investigate efficiently, please provide the following details:

• Your phone number associated with your account

• The specific action that should have updated your balance (e.g., "Left Ring-Game," or "Completed purchase on March 14th at 2:00 PM PDT").

• The approximate time and date the event occurred.

We will then be able to check the transaction logs directly on our end.