Online play connectivity issues

First check who is affected: one player, the host, everyone in the room, or only people using one network. Keep the original game open and reuse its invitation while you troubleshoot.

Identify the symptom

Record whether the person:

• cannot open the invitation;
• cannot join the room;
• joined but calls are not updating;
• disconnected during the game; or
• can see updates but cannot hear audio.

Also record whether the host and other players are still connected.

Check the room and invitation

1. Ask the host whether the original room is still open.
2. Copy the invitation again and send the complete link.
3. Open the invitation on one other device or browser that you control.
4. If it works there, focus on the first device or network. If it fails for everyone, ask the host to check that the room is still open.

Do not create a replacement room while the original room may still contain players or game progress.

Check the browser and network

• Update and reopen the browser if it is out of date.
• Try the invitation in a private browsing window. If it works there, a browser extension or saved browser data may be interfering.
• Try another network if one is available. If that works, the original network may be blocking the game connection.
• On a work or school network, ask the network administrator whether live game connections are allowed.

Do not clear browser data during a game unless support asks you to. It may sign you out, and a player who joined without an account may lose the marks on their card.

If audio is the only problem

Check the device volume, selected output, browser audio permission, and the caller's audible settings. Keep the visual call history available while audio is being tested.

Contact support

If the problem continues, contact support with:

• whether you were the host or a player;
• the approximate time and time zone;
• browser and operating system;
• the visible error message or symptom;
• whether another device or network worked; and
• the room or card reference requested by support.

Do not send passwords, sign-in codes, payment details, or exported browser data.