FAQ - Support - Upswing Poker

"Login Failed" message or Home Page loop

There are several scenarios that can cause a "Login Failed" message:

Incorrect Username or Password
Simultaneous logins (More than one person signed into your account at a time)
Possible account sharing
Multiple IP's or using a "VPN"

Incorrect Username or Password

The most common cause of a "Login Failed" message is an incorrect username or password. Please try to login again.

Your username is your email address
If you have forgotten your password, go through the "Forgot Your Password" process on the Login page. Please contact support and we can help.

Simultaneous Logins

Upswing Poker Lab members can only be signed into a single device at a time.

If you are signed into another device or if another person is signed into your account at the same time, the second person or device signing in will receive a "Login Failed" message.

Please log off of the other device first before trying to sign into a different device. If repeated login attempts are made, your account may become locked. Please contact support and we can investigate.

Possible account sharing

If the system detects logins from multiple devices or users or if you are consistently receiving a "Login Failed" message it can indicated that someone else is using your login credentials to access the Lab or Postflop Engine. Account sharing is not allowed.

If you suspect that someone has stolen your account login credentials, please contact support and we can investigate.

Multiple IP's and/or using a "VPN"

If an account attempts to login from more than 3 IP's in a 3 day window the site locks the account for about half of a day.

This will typically lock your account for 12 hours.

If you are unsure of what may have caused this lock it could be because your account is throwing alternate IP's when you attempt to login, some things that may cause this are:

Your ISP is giving you a new IP address when you connect
A computer or router based firewall
Improperly configured wireless router
Local security or antivirus software
Browser extension that hide's your IP
Connecting via a VPN (Virtual Private Network) or proxy
Something else on your computer

Returning Lab, Lucid or PLO Matrix Customers

If you would like to resubscribe to either of our subscription based products, you can resubscribe through Your Account page.

Go to subscriptions and then click on view next to either your Poker Lab* or PLO Matrix subscription.

Once in there click resubscribe, this will bypass the signup fee.

*If you signed up for the Lab before June 4, 2017, please contact support for a coupon to bypass the signup fee.

I'm having problems accessing my newly purchased product

Sometimes when customers purchase a new poker training product they have problems immediately accessing it. If that is happening to you, please try the following:

Try logging out of the website and back in. After purchase, your new training should immediately be accessible. However, there are some odd, one-off scenarios where this might not be the case. The process of logging back into the site forces your account to sync with the membership software so your new permissions are applied.
Try clearing your web browsers cache. There is a separate FAQ (further down on the page) for how to do this for each of the most popular website browsers. Some browser extensions and browser setting configurations force browser to cache web pages past the standard cache expiration. This can prevent your browser from showing your updated Member Home page
Contact Support. If you have tried the 2 steps above and still cannot access your new training, please contact support. Our friendly support staff will be able to help.

Clearing your internet browsers cache

Google Chrome

Go to the three vertical dots menu at the upper-right of Chrome
Click on History
click on Clear browsing data
Choose only "Cached images and files"
Click Clear Browsing Data

Firefox

From the History menu, select Clear Recent History.
- If the menu bar is hidden, press Alt to make it visible.
From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
Next to "Details", click the down arrow to choose which elements of the history to clear; to clear your entire cache, select all items.
Click Clear Now.
Exit/quit all browser windows and re-open the browser.

Safari

Safari 8

From the Safari menu, select Clear History and Website Data....
Select the desired time range, and then click Clear History.
Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

Safari 7 and below

From the Safari menu, select Reset Safari....
Select the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data includes both cookies and cache.
Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

Microsoft Edge

In the top right, click the Hub icon (looks like three horizontal lines).
Click the History icon, and then select Clear all history.
Select Browsing history, then Cookies and saved website data, and then Cached data and files. Click Clear.
After the "All Clear!" message appears, exit/quit all browser windows and re-open the browser.

Why won't my login for the Lucid app work?

I didn't get my Lucid license

How do I contact Support directly?

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