Software issues - Chest not opening

Before attempting to open a Chest again, try these steps:

Mobile app (Android or iOS)

Log out of your account, close the app, and logging back in after a few minutes.

Desktop software (Windows or Mac)

There's no logout option. Closing the software automatically logs you out. Log back in after a few minutes.

Website

Log out of your account, close your web browser, and logging back in after a few minutes.

Some advice for opening Chests on our website:

• Try with the latest Chrome or Safari web browser.
• Make sure your browser's 'Zoom' is 100% or higher.
• Go to 'My Rewards' → 'Chests'.

If you have issues on one platform, try one of the other two options. If the issue continues, let us know:

• What security software do you have installed (e.g., AVG AntiVirus, Norton Security Deluxe, F-Secure SAFE, etc.)?
• Confirm if the issue occurs when you log in to our website and try opening a Chest.

Send us a screenshot of what you see when opening a Chest. You can find an illustrated guide on the take-a-screenshot.org website (not available in all languages).

Finally, if you use our desktop or mobile software, send us the log files. Include your username and details of why you're sending the log files.

• Desktop: Help → Log Files → SEND LOG FILES
• Mobile: Tap on the Account icon, then: Help → Send Log Files to Support → SEND LOG FILES

The log files are overwritten after 48 hours, so please send them as soon as you can.

Disclaimer:
We provide links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.