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My chip balance is missing? What do I do now?
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It is rare for chips to simply go 'missing.' Bad beats and losing hands are often the most common causes of chip disappearances. Zynga poker ensures cards will always be dealt at random, however, there is never a guarantee specific hole cards will always win.
Claims of missing chips is often the result of an active poker feature which consumes a small portion of winnings from the communal pot. Outlined are poker features which commonly result in misconceptions of missing chips.
Table rake - Similar to comparative online poker games, Zynga Poker institutes a three percent table rake on cash games and jump poker. This small amounts helps us keep the game economy balanced and the game competitive.
Hand Strength Meter (HSM) - When activated on the web application, the HSM will help gauge the strength of your poker hand. The HSM takes a percentage of winnings up to 6 big blinds.
Steps to disable the HSM:
Claims of missing chips is often the result of an active poker feature which consumes a small portion of winnings from the communal pot. Outlined are poker features which commonly result in misconceptions of missing chips.
Table rake - Similar to comparative online poker games, Zynga Poker institutes a three percent table rake on cash games and jump poker. This small amounts helps us keep the game economy balanced and the game competitive.
Hand Strength Meter (HSM) - When activated on the web application, the HSM will help gauge the strength of your poker hand. The HSM takes a percentage of winnings up to 6 big blinds.
Steps to disable the HSM:
- Web - Click on the meter below the betting controls to enable/disable the feature between hands
- Mobile - Tap on the meter below your whole cards (It is faint) to enable/disable the feature between hands
Tournament Buy-in Fee - Similar to the the table rake, the tournament buy-in fee is a percentage of the pot total and helps keep the tournament environment balanced and competitive
If you would like a member of the support team to further investigate a missing chip claim please submit a support incident.
If you would like a member of the support team to further investigate a missing chip claim please submit a support incident.
Troubleshooting steps for web browsers
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If you experience a loading or connection issue, a good rule of thumb is to try refreshing the page once or twice.
If refreshing does not result in your game loading properly, try the following troubleshooting measures:
Use Google Chrome or Mozilla Firefox as your default browser
We suggest that you use Google Chrome or Mozilla Firefox for the best game play experience. We also recommend that you always make sure that you are using the latest version of your browser.
These are the latest versions of recommended browsers that support Zynga games:
If refreshing does not result in your game loading properly, try the following troubleshooting measures:
Use Google Chrome or Mozilla Firefox as your default browser
We suggest that you use Google Chrome or Mozilla Firefox for the best game play experience. We also recommend that you always make sure that you are using the latest version of your browser.
These are the latest versions of recommended browsers that support Zynga games:
Note: There are several documented issues surrounding Internet Explorer (IE) and Flash content. We do not recommend IE as your browser.
Troubleshooting Your Browser Performance
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- Clear your cache. You do not need to clear your cookies or history. Click here for instructions.
- Verify that JavaScript is enabled. Click here for instructions.
- Close your other internet applications, especially any file-sharing applications or concurrent streaming videos.
- Use a plug-in (Ethernet) network connection rather than wireless.
- Disable pop-up or ad blocking software. These software types actively monitor JavaScript and have been found to have a negative performance impact on our games, which rely upon JavaScript.
TIP: Rather than fully disabling the software, you can create an exception for the social networking platform on which you play our games. Please refer to your software's documentation or help information for instructions.
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Troubleshooting Flash Performance (for FarmVille and FarmVille 2)
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- Click here to download the latest Flash player if you do not currently have it.
- Reboot your system.
- Adjust your Flash settings to give Flash permission to store information on your computer. Instructions on how to accomplish this can be found here.