PLAYER SUPPORT
Back to the table.
Need help with a match, a player profile or a club? Have an idea for the next version? Send it here.
Talk to us
For app issues, feedback and feature requests, contact Nick Anderson at the email below.
nick@candience.comHelp us find the issue
- Your phone or tablet model, operating-system version and Pool Playoff version.
- The game mode and what happened just before the problem.
- A screenshot or short screen recording, if it helps explain the issue.
- For account help, your public player handle.
Do not send passwords, sign-in codes, payment details or private room invitation links. TestFlight testers can also send feedback directly from TestFlight.
Keep the table welcoming
Harassment, hate speech, sexual content, threats, cheating and spam are not allowed. Use the flag beside a player, club, or in a friend match to report a concern. Reports go privately to Nick Anderson for review. You can also email nick@candience.com for abuse reports or appeals.
Block a player from the same safety menu to stop chat and play between your accounts. Guest blocks apply to that room. Leave a room or club whenever you want. Moderation can remove content and restrict online access.
Quick help
How do I play with a friend?
Set up a player on Home, then open Friend room. Choose Friendly and create an eight-ball room. Share the room code with your friend; they can enter it in Friend room and join as a guest. Both devices need an internet connection. For two players on the same device, choose Exhibition and Pass and play.
My friend match stopped updating.
Check your connection, then return to the match. Let the app reconnect and finish synchronizing before taking another shot. If the problem continues, send your device model and the sequence of actions that led to it.
Where is my solo progress saved?
Career and challenge progress stays on the device and is not cloud-synced. Reinstalling the app or clearing its storage can remove that progress. Solo results do not award coins or competitive ladder points.
How do I protect access to my player?
Open your player profile and attach and verify your own email so you can recover the online account. A newly created player without a verified email may not be recoverable after signing out or losing device data. Contact support with your public handle if you need help; never send a password or sign-in code.
How do I delete my account?
Open your player profile and use the account deletion control. Read the confirmation carefully before continuing. If you cannot access the app, contact the support email above for help.
Can I buy coins?
Coin purchases are unavailable in version 1.0. There is no payment needed to try solo career, exhibitions or challenges.