Sometimes when customers purchase a new poker training product they have problems immediately accessing it.  If that is happening to you, please try the following: 

1. Try logging out of the website and back in.  After purchase, your new training should immediately be accessible.  However, there are some odd, one-off scenarios where this might not be the case. The process of logging back into the site forces your account to sync with the membership software so your new permissions are applied. 
2. Try clearing your web browsers cache.  There is a separate FAQ (further down on the page) for how to do this for each of the most popular website browsers. Some browser extensions and browser setting configurations force browser to cache web pages past the standard cache expiration. This can prevent your browser from showing your updated Member Home page
3. Contact Support.  If you have tried the 2 steps above and still cannot access your new training, please contact support. Our friendly support staff will be able to help. 

Google Chrome

1. Go to the three vertical dots menu at the upper-right of Chrome
2. Click on History
3. click on Clear browsing data
4. Choose only "Cached images and files"
5. Click Clear Browsing Data

Firefox

1. From the History menu, select Clear Recent History.
   • If the menu bar is hidden, press Alt to make it visible.
2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
3. Next to "Details", click the down arrow to choose which elements of the history to clear; to clear your entire cache, select all items.
4. Click Clear Now.
5. Exit/quit all browser windows and re-open the browser.

Safari

Safari 8

1. From the Safari menu, select Clear History and Website Data....
2. Select the desired time range, and then click Clear History.
3. Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

Safari 7 and below

1. From the Safari menu, select Reset Safari....
2. Select the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data includes both cookies and cache.
3. Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

Microsoft Edge

1. In the top right, click the Hub icon (looks like three horizontal lines).
2. Click the History icon, and then select Clear all history.
3. Select Browsing history, then Cookies and saved website data, and then Cached data and files. Click Clear.
4. After the "All Clear!" message appears, exit/quit all browser windows and re-open the browser.

Please use our Contact page to speak with support.

Support hours are 9AM - 5 PM Central, Monday - Friday, excluding American holidays.

There are several scenarios that can cause a "Login Failed" message:

1. Incorrect Username or Password
2. Simultaneous logins (More than one person signed into your account at a time)
3. Possible account sharing
4. Multiple IP's or using a "VPN"

Incorrect Username or Password

The most common cause of a "Login Failed" message is an incorrect username or password.  Please try to login again.

• Your username is your email address
• If you have forgotten your password, go through the "Forgot Your Password" process on the Login page. Please contact support and we can help.

Simultaneous Logins

Upswing Poker Lab members can only be signed into a single device at a time.

If you are signed into another device or if another person is signed into your account at the same time, the second person or device signing in will receive a "Login Failed" message.

Please log off of the other device first before trying to sign into a different device.  If repeated login attempts are made, your account may become locked. Please contact support and we can investigate.

Possible account sharing 

If the system detects logins from multiple devices or users or if you are consistently receiving a "Login Failed" message it can indicated that someone else is using your login credentials to access the Lab or Postflop Engine.  Account sharing is not allowed.

If you suspect that someone has stolen your account login credentials, please contact support and we can investigate.

Multiple IP's and/or using a "VPN"