Holdem Genius™ Support
We at Holdem Genius™ want to make your life easier. We have compiled our Top 5 questions asked. If these do not help you, there is a second list of other questions that are commonly asked. If neither of these help, please feel free to contact us either by email at support@holdemgenius.com or our online contact form.
Top 5 Questions
- I Have Lost My license
- I Haven't Received My License Yet
- Holdem Genius™ Isn't Reading The Table Properly
- I Want To Check My Hand Count
Licenses
- Holdem Genius™ says my license has expired
- I renewed my license, but I cannot enter my new unlock code
- I have received my license, but I am having problems entering it
- How do I unlock my license for use on all compatible rooms?
Poker Rooms
- What poker rooms does Holdem Genius™ support?
- I am having trouble getting Holdem Genius™ to work at Full Tilt Poker
Autoread
- Holdem Genius™ is generally reading the table correctly, but it misreads certain cards
- Holdem Genius™ is not attaching to the table at all
Miscellaneous
- I haven't yet received the ebook reward I earned by playing 1000/2500/5000 real-money hands with Holdem Genius™
- I keep receiving Runtime Errors when running Holdem Genius™
Top 5 Questions
- I Have Lost My license
- If you are a registered user and have lost your key, submit your registered email address below. Your key will be emailed to you immediately. To prevent your spam filter from blocking our emails - please add the email address support@holdemgenius.com to your contacts.
- I Haven't Received My License Yet
- If you have signed up for a Holdem Genius™ license through one of our special casino offers, you should receive your license within 2 business days. If you haven't received your license after this period of time, please contact us. We will need the following information to be able to verify your registration: your name, the poker room with which you registered, your screen name at that poker room, and your email address. Once we receive your information, we will contact the casino on your behalf. We will then contact again you once we receive a response.
- Holdem Genius™ Isn't Reading The Table Properly
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If Holdem Genius™ is having difficulty reading the cards on the table, there are a few possible causes for the error:
- Your copy of Holdem Genius™ may be out of date. Click here to download the latest version of Holdem Genius™.
- There are a few settings in the various poker rooms that can affect Holdem Genius™:
You may have changed the table size at your poker site. Calculatem Pro is able to read default-sized tables only. It is able to automatically resize tables at some sites, but at others you may need to manually restore the default size.
Here are resizing instructions for some of the more popular sites that feature table re-sizing:
Full Tilt: Click the 'Layout' tab on the upper right corner of the screen and select 'Back to Default Size'
PokerStars: Click the screen icon near the chip stacks on the PokerStars table. Select 'Cascade Tables' to restore the default size.
Absolute Poker: Click the 'D' near the Options menu on the Absolute table to restore the default size.
Betfair Poker: Click the '1:1' button on the upper right corner of the Betfair screen to return to the default table size.Likewise, Holdem Genius™ may encounter difficulties if you are using a different graphical theme or 'skin' than the default. Try switching the theme to the default.
Holdem Genius™ may have difficulties reading the table if you have enable 4-color decks. Make sure that you turn this setting off in your poker room. Please note that Holdem Genius™ has its own 4-color display option. Simply click 'Options' on the Holdem Genius™ screen and then check the box beside 'Display 4 color deck in this program'.
Finally there are some Windows display settings that can affect Holdem Genius™'s performance.The color quality of your display needs to be at least 32-bit. To check this, go to Control Panel in Windows and click on Display to open the Display Properties screen. The quality should be listed there.
Your display's DPI setting must be 96 DPI. Any changes to this can prevent Holdem Genius™ from reading the table. Click on Advanced inside of the Display Properties screen to check your DPI setting. If none of these settings appears to be causing the problem, please contact us so that we may investigate further.
- I Want To Check My Hand Count
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Your real-money hand count is always available for you to check at the following page:
Hand Count Check
Please be aware that your hand count is reported periodically, so changes to your total may take a few business days to appear.
Questions By Category
Below you will find other questions that are commonly asked. If none of these are able to help solve your issue, please feel free to contact us either by email at support@holdemgenius.com or our online contact form.
Licenses
- Holdem Genius™ says my license has expired
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Holdem Genius™ licenses are currently issued with a one-year duration. If you received your license some time ago, then it may have expired. In that case, you may obtain a new license either by signing up for a different participating casino or by purchasing a license directly from us.
- I renewed my license, but I cannot enter my new unlock code
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If you are having trouble entering your new unlock code, you may need to manually erase your old license code information. Here's how:
Click the Windows Start Menu, then All Programs-> Holdem Genius-> Configuration
Then click Erase and close the Configuration Application.
This will prepare Holdem Genius to accept your new unlock code.
- I have received my license, but I am having problems entering it
- Make sure that you are entering your license key and your name exactly as they are shown in your license email. Use your computer's Copy and Paste features to prevent any errors.
- How do I unlock my license for use on all compatible rooms?
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When you first receive your license through one of the participating casinos, it will be restricted for use on that particular site. Once you have played 500 real-money hands your license will automatically be unlocked for use on all compatible sites.
You may check your total real-money hand count at any time by going to our Hand Played Counter page.
Poker Rooms
- What poker rooms does Holdem Genius™ support?
- Holdem Genius™ supports well over 100 poker rooms and we are adding new ones all the time. Click here for the complete list.
- I am having trouble getting Holdem Genius™ to work at Full Tilt Poker
- Full Tilt's poker room has very flexible options for table size. Unfortunately, Holdem Genius™ is not currently able to accommodate such a wide range of sizes. Setting your table size back to the default will usually resolve any problems at Full Tilt. To do so, click 'Layout' in the upper right corner of the Full Tilt screen and then select 'Back to Default Size'.
AutoRead
- Holdem Genius™ is generally reading the table correctly, but it misreads certain cards
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If Holdem Genius™ is misreading the occasionally card, it is usually the case that you have an old version of our software. Click here to download the latest version of Holdem Genius™.
If you already have the latest version of Holdem Genius™, then the poker room in which you are may have been recently upgraded, in which case we are probably in the process of updating Holdem Genius™ in order to maintain compatibility. If the problem persists, please contact us so that we may investigate further.
- Holdem Genius™ is not attaching to the table at all
- If your copy of Holdem Genius™ is no longer giving you the option to attach it to your poker table, it is most likely because the poker room you are using has recently upgraded. Please make sure that you have the most recent version of Holdem Genius™ by visiting our upgrade page.
Miscellaneous
- I haven't yet received the ebook reward I earned by playing 1000/2500/5000 real-money hands with Holdem Genius™
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The reward email containing the download link for our ebooks is sometimes mistaken for junk email by our recipients' email servers. If it has been more than 2 business days since you earned one of our ebook rewards, please contact us so that we can make sure you receive it.
If you are not sure whether you may eligible for a reward, feel free to check your hand count by visiting our Hand Played Counter page.
- I keep receiving Runtime Errors when running Holdem Genius™
- Holdem Genius™ requires the Visual Basic 6.0 runtime. If you are receiving this error, please download & install the Visual Basic 6.0 runtime library.
