How can we help?
Email [email protected] or use the form below. Rooms on a Floor or Group plan have a phone line in their onboarding pack. We answer within one business day; floor-down issues are answered faster.
Setup, sign-in and the floor.
How do I set up a new staff iPad?
Install Card Room Pro from the link your Room Admin sends you. On first launch choose Staff iPad, then sign in with your Microsoft work account or your Card Room Pro account.
How do I set up a table kiosk?
In the back office go to Settings → Kiosk Devices and create a device for the table. It shows a one-time pairing code. On the iPad choose Kiosk Device at first launch and enter the code. The kiosk is then bound to that table.
I can’t sign in with Microsoft.
Your Microsoft account must be in the tenant your room has connected to Card Room Pro. If you see a redirect error, your room’s admin has not finished the Microsoft setup; ask them to contact us.
The kiosk shows the wrong table.
A kiosk is bound to one table when it is paired. To move it, unpair the device in Settings → Kiosk Devices and pair it again with a code for the new table.
The tournament clock is different on the TV and the iPad.
All clocks read one shared time, so they should agree within a second. If they don’t, the TV or kiosk has lost its connection. Check its network, then reload the TV page.
Who can unmask a player’s government ID?
Only roles that include the view-PII permission, usually Room Admin and compliance staff. Each unmasking is written to the audit log with the staff member’s name.
Can we export the audit log?
Yes. In the back office, Compliance → Audit log, filter by date, staff member or action, then export to CSV.
How do I delete a staff account?
Room Admins can remove staff in Settings → Staff. Staff who want their own account deleted can use the request process below.
Tell us what's happening.
Include your room name and, for floor issues, the table or device involved.
Request deletion of an account.
Staff accounts. Your card room's Room Admin can remove your account from the web app under Settings → Staff. If you'd rather ask us directly, email [email protected] from your work email with the room name. We confirm the request with the room, then delete the account and its sign-in history within 30 days. Audit log entries that name you as the acting staff member are kept, since the venue is required to retain them.
Player records. The card room you visited is the owner of your player record, and Card Room Pro stores it on that room's behalf. Please make your request to the card room. If you can't reach them, email [email protected] and we will pass it on. Some records, such as self-exclusion, ban and access logs, must be kept for the period the room's regulator requires.
Website enquiries. To delete a walkthrough or support enquiry, reply to the confirmation email or write to [email protected].
Bring us your busiest Friday.
Forty-five minutes, your table mix and your list. We'll run it live and show you what the audit record looks like afterwards.