Most FlopHero problems have a quick fix you can do yourself. Find the symptom below that matches what you are seeing, then apply the fix. If it is not here, the last section gets you to support with the right details.
Browser troubleshooting steps
If a page will not load, looks wrong, or stops responding, try these steps first:
- Clear your browser's cache and cookies, then reload the page.
- Open the page in an incognito or private window.
- Try a different browser.
A page won't load or shows 404
If a link opens a full-screen page with a large 404 and the heading Page Not Found, that address does not exist. It does not mean FlopHero is down.
Use the Back to Home button on that page, then reach the page you wanted through the app's own menus.
A 404 page, with a Page Not Found heading and a Back to Home button.
You get a 401 or 403 error
Click your profile chip in the header, then Sign out. Sign back in and try again.
Session expired. Please sign in again. is that same 401 or 403 put into words, and signing back in is what clears it.
If it keeps happening, try the browser troubleshooting steps above, then contact support.
The site won't load or shows a blank page
Try the browser troubleshooting steps above. Wait a few minutes and try again if it still will not load.
A page that breaks after it opens says so instead of staying blank:
- Something went wrong is a page that failed once it was already up. Reload it. A different message, Something Went Wrong, is written with capitals and marks a sign-in error: Contacting Support covers that one.
- Something went wrong, please try again later! is a request the app could not complete.
- Request timed out. Please try again or refresh. is a request that ran out of time.
If it is still blank after that, contact support with your browser and its version, your device, and a screenshot.
Nothing happens when you upload
Open the Database, then click choose files or drag a file into the drop area to open the Upload Hands and Analyze window. It shows Supported formats: .TXT .XML .ZIP, so the file has to be one of those.
With drag-and-drop, the analysis starts by itself the moment you drop a file in. The Paste Text tab is the one exception: it has its own Analyze button, which stays inactive until you paste text. If you pasted your hands there, click Analyze. If drag-and-drop does nothing, use Upload File or Upload Folder instead.
Two messages here arrive with your file name and a colon in front of them, so search with the name or without it:
- File Type not supported means the file is not one of those three types.
- Upload exceeds size limit (100MB ZIP, 10MB TXT). You may attempt compressing to ZIP file to reduce its size, or contact our support team and we'll be happy to help. means the file is over the ceiling for its type.
Still nothing? Confirm the file is a supported format from a supported site in Supported Sites and Formats. The full walkthrough is in Uploading Hand Histories.
Your uploaded hands don't appear
If a file uploaded but the hands are not showing, open the Database and click the refresh icon next to its Database/Files tabs.
Error while uploading hands. Please try again. points at the processing that runs after the transfer, so the file arrived and the hands did not. Failed to upload or Upload failed on the file's row means the opposite: the transfer itself never finished. Send the file again.
See your hand database for the full view.
Missing or stuck analysis
Each session shows a Hands count and a separate GTO Analysis count. The analyzed number can be lower, because some hands have no matching solution. Why Some Hands Aren't Analyzed explains which ones.
A skipped hand can carry the reason with it, as in No solution: straddled pot. All twelve wordings are listed in that article.
If a whole session looks stuck instead of a few hands, its row has a Retry processing button.
Strategies shows an empty range
On the Free plan, Strategies opens but a postflop range can come back empty, showing No combos in range, try another search where a strategy would be. No error or upgrade prompt appears on screen, so the empty range is the only sign.
The Free plan does include Strategies. Preflop spots are unlimited; postflop has a small allowance each day, and once it is spent the server refuses further postflop spots until it resets at midnight UTC. Reopening a spot you already looked at today does not spend it again. Plans and Pricing covers what each plan includes.
A spot with no solution behind it reads No strategy available for this spot instead. That one is about the spot itself.
You're paying but still seeing Free plan limits
Click your profile chip in the header, then Subscription. Check the plan shown in Current Plan Summary.
The profile menu: your name and plan at the top, then Subscription, Settings, What's new and Help Center, with Sign out at the bottom.
The plan summary: which plan you are on, how often it bills, what it costs and when it renews, with the payment method beside it.
Managing Your Subscription covers the full page.
A restriction that is really about your plan says so: Not available for your plan on a hand's status icon, or Consider upgrading your plan to see solution where the solution would be.
If the plan looks right but the limits are still there, sign out completely and sign back in, then try again.
If it persists, contact support with your account email, your plan name, and a screenshot of the restriction.
A river solve is taking a moment
When you step to a river that was not solved ahead of time, FlopHero solves it on demand, so the strategy takes a few seconds to appear. The Customize river bet sizes button shows up only once that solve has finished.
Real-Time River Solving covers solving any river and setting custom bet sizes.
If Strategies or a river never finishes loading, instead of taking a few seconds, try the browser troubleshooting steps above. Something went wrong loading this spot. Please try again shortly. is the loading itself failing rather than running long. If it keeps failing on the same spot after that, contact support with the spot details.
A solved river looks wrong
A river can finish solving and still not look right: combos you saw on the turn are gone, or the frequencies do not fit the spot. Do not study that solve.
Try the browser troubleshooting steps above first. If the same spot still looks wrong after all three, contact support and paste the page address. Your spot lives in that address, so the team opens the exact board and line you are seeing.
The Trainer won't move to the next hand
In the Trainer, Space or Enter moves you to the next hand once your move's result is showing. The Next Hand button in the left-hand session panel does the same.
Getting Started with the Trainer walks through a full training session.
My hand list is empty after filtering
A filter left on from an earlier review is the usual cause. Open Filters, press Reset at the foot of the panel, then Apply, and the whole list comes back. The Hand List and Filters covers every facet and how to clear them again.
The buckets or the equity graph is empty
Both tools are postflop: build a spot in Strategies that reaches the flop, turn or river before you open the Equity tab or the Graph tab, because a preflop spot holds nothing to bucket, and both compare two ranges heads-up only. Equity Buckets and the Equity Graph covers the two tools.
The Trainer deals one table instead of four
On the free plan the Trainer runs as a demo, and the demo deals one table. A paid plan deals four by default, and Number of tables in the session's Settings panel changes it from there. Trainer Settings covers the session-flow controls.
Why does a hand not open in the Replayer?
On the Free plan, clicking a row only selects it: opening a hand in the Replayer needs a paid plan, and nothing on screen says so: a click that appears to do nothing is the expected behaviour there. On a paid plan, the hand still has to carry a solution your plan covers. The Sessions Dashboard and The Hand Replayer cover both cases.
When the fix isn't here
If none of these solve it, click Help, the question mark in the top bar, choose Message the team in the search, and pick Something is broken. A person answers in that window. Attach a screenshot or a recording from under the message box so the team can see what you saw.
Contacting Support covers every way to reach the team and report a bug. Include the steps you took and a screenshot so the team can reproduce it.