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Pool - Frequently Asked Questions
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The Play89™ pool software
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Incorrect username and/or password
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I am trying to log into Play89™, but it keeps telling me that my username or password are incorrect. Why is this happening?
If you are unable to log in for the reason stated above, follow the Forgot Your Password? link. In case that does not work, please e-mail our support team at support@Play89.com and identify yourself by personal details, such as your name, date of birth, phone number and the last four digits of the credit card, with which you deposited into your Play89™ account. It is most important to send the mail from the exact e-mail address, which is registered in our system.
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Trying to get to the cashier and ending up on a blank page
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I am trying to enter the Play89™ cashier, but all I get is a blank page. How to solve this?
In such case, cookies must be enabled. To ensure that, please do as described below:
1. Open Internet Explorer.
2. Click Tools and choose Internet Options.
3. Choose the Security tab.
4. In the upper box, choose Internet.
5. Choose Custom Level.
6. Click Reset Custom Settings, then select Medium and click Reset. Confirm by clicking Yes and OK.
7. Click Default Level.
8. Choose the Privacy tab.
9. Move the slider to Medium.
10. Finally, click Apply and OK.
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Technical problems at Play89™ pool game
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I have encountered a malfunction while playing pool at Play89™. Who do I address?
When your computer system has certain incompatibilities with the Play89™ software, it might cause slight technical problems. In such cases, you are welcome to write to our support team at support@Play89.com. Also, please attach the following information in order to assist our tech team in solving the problem:
1. Your computer features, such as CPU, memory etc.;
2. Whether you are using a desktop or a laptop computer;
3. Your operating system, such as Windows 98', XP etc.;
4. Your internet connection type, such as cable, DSL etc.;
5. Your internet service provider;
6. From which location you connect - home, work etc.;
7. The presence or absence of firewall/anti-virus and if present, which kind;
8. Whether your internet connection is wired or wireless;
9. Your web browser, such as Internet Explorer, Firefox etc., and its version;
10. The presence or absence of a proxy server;
11. The presence or absence of peer-to-peer software, such as KaZaA, eMule, BitTorrent etc.;
12. The presence or absence of an instant messaging service, such as Skype, Yahoo!, Windows Live/MSN etc.
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Dealing with virus and/or Trojan alerts
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When trying to download Play89™ pool software, I received a system message telling me that a Trojan had been detected. Is it a real alert?
This cannot, under any circumstances, be a real alert. The Play89™ pool software utilizes a Smart Downloader. This is a feature, which downloads the latest software updates every time you run the program. This action takes place simultaneously from several servers and thus, can be wrongfully interpreted by some anti-virus programs as a Trojan Horse. Needless to say, it is a False Positive. You are welcome to visit your anti-virus' company website for complete info about alerts, which are relevant for your system.
Play89™ sent me an e-mail with something that appears to be a virus. Why does this happen?
Virtually, all e-mail programs scan all incoming and outgoing messages to prevent the presence of any malicious activity. It is usually performed in bulk and that might cause confusion: in case you received an e-mail from Play89™ with a document attached to it and a spam/phishing e-mail with a virus attached to it (both at the same time), all attachments will get automatically blocked. For a solution, please talk to your system administrator.
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