|
Our Software:
Frequently Asked Questions
General Questions:
Q: How can you ensure the integrity of your games?
A: Live Poker makes the security of our poker games a top priority. We use state-of-the-art technology to ensure the integrity of our games is never compromised. Please visit our Security page for full details, and if you have any further questions, feel free to contact us.
Q: I've downloaded the livepokerinstall.exe/livepokerinstall.dmg file but now I can't find it.
A: On a Windows-based system, click the Start menu, select Find, and then click Files or Folders. In the Named: box, type livepokerinstall.exe. It will take your computer a few moments to find the file. When it does, double-click the poker software file and the installation process will begin.
Q: I would like to play under different names, can I have more than one poker account?
A: Yes. Each player is allowed up to 5 accounts.
Q: I lost my password!
A: You can reset your password manually by launching the software and waiting for the Login screen. On the Login screen there is a "Forgot Your Password" button. Pressing this button will give you a field to enter your login name. Enter your information and a new password will be emailed to your registered Live Poker email address. If you do so, and receive an error message, please email support with your full name and address, as well as your Live Poker user ID and we will help you get back in the game.
Q: How can I help keep my Live Poker account secure?
A: Password protection is your responsibility. Never reveal your Live Poker account information to anyone. We will never ask you to send your password to us, and the only place you will need to use it is when logging in to the Live Poker poker software. We recommend that you change your password regularly.
Q: Can I play Live Poker on my Mac?
A: Yes, of course. We developed the Live Poker for the Mac from day one, alongside our PC client. And, we hate to brag but, we were the first Mac poker download.
Q: Do I have to visit the site to play in the Live Poker room?
A: Once you have downloaded the software you will not need to visit the site to play Live Poker. The software is now located on your computer. To begin playing, simply click on the Live Poker icon on your desktop and login to your Live Poker account using your screen name and password - or create a new account if you don't have one yet.
Q: I am not getting Live Poker emails delivered to my inbox.
A: This may be a result of your email provider mislabeling your Live Poker emails as SPAM. If so the problem is easily corrected, send an email to support@livepoker.com describing the problem and someone will be glad to assist you.
Q: How can I change my Live Poker player name?
A: Player names are the basis of your identity within the Live Poker Community. To ensure the integrity of this community, we allow users to change their player names only under extreme circumstances. Should you feel your situation warrants the change, please contact us at 1-866-202-9683 to speak with a Customer Service Representative. Live Poker Management reserves the right to deny any changes.
Poker Game Play:
Q: What happens if I am disconnected in the middle of a hand?
A: It occasionally occurs that due to reasons beyond our players' control, they are unable to act on their poker hand in time. At Live Poker, if a player has invested money in a hand and becomes disconnected, he or she will be placed "all-in". A player who is placed "all-in" is treated as though he or she does not have any chips remaining to carry out the hand. The player is still eligible for the portion of the pot to which the player would normally be entitled. All further betting takes place in a side pot, to be contested by the remaining active players.
A player is allotted 25 seconds to act in fixed limit poker games and 35 seconds in pot limit and no limit poker games. A warning message is displayed in the chat box when there are 15 seconds left to act. If there was a disconnect and a player returned before the timeout, he or she receives at least 10 seconds to act.
If a player failed to act within the allotted time while being connected, the hand is folded by the system.
Q: The poker game I wish to join is full. What should I do?
A: If a poker game is full, you can put your name on the Waiting List for that game. When a seat in the game becomes available, the first person on the Waiting List will have the first right of refusal for that seat.
The other option you have is to take a seat at an empty table of that limit and game. Often, empty tables fill up quickly once a player takes a seat.
Q: Does the poker software allow me to muck the winning poker hand?
A: No, it doesn't. If you play your hand to the showdown and you hold the winning hand, it will be always automatically shown. This feature protects you from accidentally mucking a winner.
Q: How do I request a hand history? How many hand histories can I request?
A: Click on the dealer tray and select "Request hand history". You can request up to your last 200 hands, your hand histories for a period of time, all the hands you played in a tournament, or any specific single hand. Note however that we do not archive play money or freeroll tournament hand histories, and as such, these hands are not available to be requested.
Q: How do I request my poker play statistics?
A: Player stats are located in Teller window. Click on the Teller and then click on the Stats Tab.
Q: Do Live Poker employees play on the site?
A: Live Poker employees are strictly forbidden from playing in the Live Poker Room. You may see Live Poker Customer Service Representatives visiting various tables as "hosts" in order to answer questions and inform players of special events. When this feature is activated, you may chat with a CSR directly at your table.
Online Poker Chat:
Q: What are your chat rules?
A: Certain forms and topics of chat are not allowed on Live Poker. Players engaging in offensive chat will be subject to a chat warning or a revocation of their chat privileges. Chat that is not permitted on Live Poker includes (but is not limited to):
Profanity: We do not permit profane, vulgar, racist or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out; A filtered word is one that has been deemed unacceptable on our poker site. Players attempting to bypass the filter may also be subject to a warning or revocation.
Begging/Solicitation: We do not permit players to beg or panhandle for chips, whether play money or real money. No solicitation is permitted in any poker game at any time. There are facilities in place to prevent many instances of solicitation.
Play Money Chip Sales: Players are not permitted to engage in any discussion regarding the sale of Live Poker play money chips within our chat facilities. Any such discussion, including the offer to buy or sell play money in Live Poker chat, is grounds for warning or revocation.
Flooding: The sending of multiple and frequent messages to the chat window in order to drown out legitimate chat is forbidden.
Non-English Chat: We are aware that our players are from around the world, and that for many of them English is not their first language. However, at this time our policy is that English is the only language allowed to be used in Live Poker chat.
Q: What should I do if someone is abusing the chat feature?
A: Please report any of the above offenses to the LiveRep on duty or support@livepoker.com. We encourage players to help us be our eyes and ears. Although we monitor the tables as much as possible, the cooperation of our players is a critical part of making Live Poker a fun experience for all. Please do not engage in retaliatory chat; this will only likely result in both user's chat being revoked.
You can block an individual player's messages from coming to you by right-clicking on the player's icon and selecting "Ignore Player".
Poker Shills/props:
Q: Does Live Poker use props or shills?
A: Live Poker does not use any house players or robots. We do not hire any individuals to play on our site.
Q: Are Live Poker employees allowed to play poker on your site?
A: Live Poker employees, consultants, or anyone else who has access to inside information (for example, complete hand histories, playing histories, money transaction histories, and similar) are not allowed to play poker in money games or poker tournaments. This is to prevent any potential abuse of inside information at the tables.
Poker Tournaments:
Q: Where can I view upcoming poker tournaments?
A: You may view upcoming poker tournaments by selecting "Tournaments" in the Live Poker room board. You will see all poker tournaments in progress, recently completed poker tournaments, and poker tournaments which begin soon. For more information, highlight any tournament by clicking on it, then right click (single click on a Mac) for a menu of options.
Q: How do I register for a poker tournament?
A: If a poker tournament is in the "Registering" state, highlight that tournament by right clicking on it (single click on a Mac), to reveal the pop-up menu. Once the menu opens, pull down to Register.
For more detailed instructions, see the Tournament section.
Q: Can I play a side game and a poker tournament at the same time?
A: Yes, you are welcome to play a side game and a poker tournament simultaneously. In the interest of fairness to all players, we ask that you act promptly when it is your turn in either poker game.
Q: I played a poker tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it?
A: Please email support@livepoker.com and ask for it.
Q: If I am faced with a difficult decision in a poker tournament, may I "request time"?
A: All tournament players are given 30 seconds to make their decision. We feel this is more time than necessary. If players find they are rushed to make decisions, emailing support@livepoker.com and informing our support team will ensure that the policy is altered to make the play more enjoyable.
Q: What happens if the system crashes in the middle of a poker tournament?
A: In the event of a server crash, the hands in progress at every table will be restored by rolling back these hands. Each player’s chip count will be reset to the amount at the beginning of the hand. In special circumstances, when a poker tournament needs to be cancelled because of a crash or some other reason, players will be compensated according to Live Poker' poker tournament cancellation policy.
Play Money Poker Games:
Q: Can I start playing poker on Live Poker now?
A: Absolutely! Iinstall your free Live Poker poker software and start playing poker right away. Our simple and easy poker download will have you playing in just minutes!
Q: How many play-money poker chips do I start with? What if I run out of chips?
A: You will be given 1,000 play money chips to start. However, if at any time you are below 100 chips, simply click the dealer tray and select "Add More Chips...".
This "rebuy" feature is intended to replenish the stack of a player who has legitimately lost their entire stack while playing poker. The new 1,000 chips are for the use of that player only. Re-buys acquired for purposes other than this are subject to forfeiture.
Q: How do I recognize the play money poker tables?
A: The play money poker tables can be identified by the yellow colour of the listing. They are at the bottom of the Room Board. If you do not see them, double check to ensure that you have your client set to show play money poker tables. To do so, simply click on the "Play" button in your main client window.
Q: Can I play at more than one table?
A: Yes, you are limited by the power of your computer, the size of your screen and the number of accounts (5) you are allowed to create.
Q: How Do I Check My Hand Histories?
A: Hand histories display in real time as part of the Chat window. Simply select the Game Messages Tab of the Chat window to view your hand history for the length of the current session. Once you close the session you will need to request histories from support@livepoker.com.
Most importantly:
Q: Why should I play online poker on Live Poker?
A: Live Poker is proud of everything we've done to make your poker-playing experience as safe and enjoyable as possible. That means assembling the best team possible in every department, whether it's poker software and development, customer service, or integrity assurance.
But don't take our word for it. Log on for one of our play money poker games. Join up for one of many freeroll poker tournaments where we'll be giving away thousands in poker prize money. You'll find Live Poker is the place to play poker on the Internet!
Have a question we haven't covered? Our customer service team is standing by, 24 hours a day. Email us at support@livepoker.com.
|
