You assume your password is correct, but the screen shows “incorrect password” or “account locked.” The most common cause is a saved or mistyped login that triggers repeated failed attempts, not a hacked account.

Unable to log in or account locked after failed attempts

You see an error message and cannot reach the lobby, or your account is locked after several tries.

  • Wrong password or a mistyped email address.
  • Caps Lock or keyboard layout set to another language.
  • Saved password in the browser that no longer matches the current one.
  • Too many failed attempts in a short time.
  • Account details that no longer match what you entered.
  1. Type your password by hand instead of using autofill, and check that Caps Lock is off.
  2. Confirm that the email address you enter is the one on the account.
  3. Switch your keyboard to the language you used when you set the password.
  4. Clear the saved password for Pokerstars from your browser settings.
  5. Use the password recovery option to set a new password, then try once.
  6. If the lock remains, wait for the reset link and open it in the same browser.
  7. Try a different browser or the phone browser on your mobile device.
  8. Disable any browser extension that fills forms automatically.
  9. Restart your device and the browser before trying again.
  10. Write down the new password in a safe place so you do not repeat failed attempts.
  11. Contact support when the lock does not clear after a password reset.

Reach out to support as soon as a correct password and a fresh reset still leave the account locked.

Withdrawal pending longer than expected

Your withdrawal shows as pending while the balance has already been reduced.

  • The account has not completed the identity check yet.
  • You have an active bonus, and the withdrawal must wait for its playthrough.
  • The payout method details are incomplete or do not match your name.
  • A security review is open on the account.
  • You submitted a new withdrawal while another one is still pending.
  1. Open your account history and confirm the status of the withdrawal.
  2. Complete any missing identity documents in the account settings.
  3. Finish the playthrough of your active bonus before requesting another payout.
  4. Match the name on the payout method exactly to the name on the account.
  5. Cancel a duplicate request if your history shows two pending withdrawals.
  6. Make sure no other bonus is active, as it can hold the payout.
  7. Sign in to Pokerstars online and review the withdrawal section for any missing step.
  8. Use the same payment method you used to deposit, where the account allows it.
  9. Wait for the pending status to change before you submit a new request.
  10. Take a screenshot of the withdrawal status in case you need to show it later.
  11. Contact support when the status has not moved after you have completed every check.

Get in touch with support if the withdrawal stays pending after all documents and bonus conditions are cleared.

Deposit or withdrawal declined because of limits

The payment is declined with a message about limits on the amount or the method.

  • The amount is above the limit set for your account level.
  • The payout method has a lower limit than the amount you requested.
  • Your account has a temporary restriction from a security check.
  • You have reached the limit for the day or the week.
  • The deposit method you chose does not support the amount.
  1. Reduce the amount and try the same method again.
  2. Choose a different payout method that supports the amount you need.
  3. Check your account status for any temporary restriction on deposits or withdrawals.
  4. Split a large request into smaller ones only if the account rules allow it.
  5. Wait until the daily limit resets if you have reached it.
  6. Use a deposit method that matches the amount you want to send.
  7. Complete the identity check if a restriction is linked to it.
  8. Remove any active bonus that changes the limit on your withdrawal.
  9. Try the transaction on the phone browser if the desktop page shows an error.
  10. Note the exact message you see so support can locate the limit.
  11. Contact support when a limit blocks you and you cannot find its cause.

Contact support if the decline message names a limit you cannot change from your account settings.

Keep your account details and payout method details current, and finish any identity or bonus step before you request a withdrawal, as this prevents most of these problems.