Troubleshooting Hub
Most matchday outages follow a recognisable shape. Below is a symptom-by-symptom fix list, a six-step resolution routine, and the rules around match-abandoned refunds. Read the symptom card that matches your screen, run the resolution routine, and only then escalate through support.
Each card below maps a common screen state to the most likely cause and the fastest fix. The fix order is deliberate — run the “quick” line first, then the network/device lines, then the escalation. If your screen does not match any of these, jump to the resolution routine below.
App launch
Most likely: Stale app version, partial install after an OS update, or a temporary server-side outage
Fix: Force-close, clear app cache (not data), confirm the device time and date auto-set, and relaunch. If the splash still hangs, switch to the mobile site to check whether it is an app-only issue or a server-side outage.
Authentication and live data
Most likely: Cached credentials from a previous device, expired OTP, or a session timeout during peak match windows
Fix: Sign out from all sessions in account settings, reinstall the OTP flow on a known-good network, and try a different device if available. If login still loops after two attempts, switch to the mobile site and continue your matchday work there.
Contest list
Most likely: Region filter, account age, or an invitation-only restriction on the contest; also can be a deprecated room hidden by the platform during maintenance
Fix: Refresh the contest list after clearing filters, confirm the room is not gated by a code or a friend-only setting, and check the official social channels for an announcement about the room being pulled.
Entry submission
Most likely: Heavy load at lineup-lock, a server-side maintenance window, or a network issue between the device and the platform
Fix: Retry on a different network, then a different device. If both fail, wait 60 seconds before retrying — peak windows see retry storms that make each attempt slower.
Install
Most likely: An APK from a partner page or an unofficial source triggered Google Play Protect; sometimes a sideloaded install from a forwarded chat link
Fix: Cancel the install. Re-download from the Play Store or App Store. If the APK came from a partner page, return to that page and confirm the redirect chain ends on the official domain before re-downloading.
Settlement
Most likely: Match abandoned before the minimum overs threshold, rain rule, or technical forfeiture — settlement follows the platform’s no-result policy, not a per-user decision
Fix: Open the match settlement page for the affected contest and read the rule applied (usually full refund of entry or void and re-entry credit). If the rule is unclear, raise a support ticket with the match ID and the contest ID rather than waiting on a chat reply near the next fixture.
Most outages resolve inside the first four steps. The last two are there for the cases that genuinely need a support reply. Run the steps in order — the order matters because each later step assumes the earlier ones have been ruled out.
Open the app from the same source you installed it from and verify the publisher name. A working app that you cannot recognise is the first sign of a lookalike build. Uninstall and reinstall from the store before doing anything else.
Switch from mobile data to Wi-Fi or vice versa. Many “server down” stories are DNS or ISP-side routing issues that resolve on the second network.
A wrong device clock breaks certificate validation. A near-full device breaks the install and update flow. Both are common causes of “app not working today” complaints around marquee fixtures.
The mobile site can carry a contest entry, a withdrawal request, or a wallet review. If the app is failing near lineup lock, complete the immediate task on the site and troubleshoot the app after the match.
Take a screenshot of the error text and the time of the failure. A clear screenshot turns a 24-hour support back-and-forth into a single reply that resolves the case.
For app bugs, in-app help is fastest. For payment, withdrawal, or refund issues, use email so the thread becomes a written record. For account-compromise concerns, use the support email rather than social channels.
Refund rules are written into the platform’s match settlement policy, not invented per user. Reading the rule for your scenario before opening the wallet screen saves a support ticket. The table below covers the five scenarios that cover most cricket-related refunds in 2026.
| Scenario | Platform rule (typical) | User action |
|---|---|---|
| Match abandoned before minimum overs (rain, floodlight, technical) | Most platforms refund the entry fee to the wallet in full, no TDS applied | Check the settlement screen; the credit usually appears within minutes. If it does not, raise a support ticket with the contest ID. |
| Match starts but is reduced-overs (e.g. 5-over innings) | Scoring follows the reduced-overs rule; entry fee is not refunded | Decide whether the reduced format still rewards your captain pick. If the rule was not announced before lock, raise a support ticket — most platforms clarify or partially compensate. |
| No-result tie as defined by the platform’s tie rule | Ties are usually split by a defined tie-breaker (most boundaries, most sixes, then wickets taken); entry fee is not refunded | Read the tie-breaker in the help section before the next marquee fixture so it does not surprise you mid-tournament. |
| Technical forfeiture (one team concedes) | Settlement varies — some platforms void the contest, others compute partial points up to the forfeiture moment | Open the settlement screen first; if the rule applied is unclear, escalate through email rather than chat. |
| Contest pulled after entry (operator error, room mis-configured) | Full refund of entry fee; bonus credit used in the entry is restored to the wallet | Confirm the credit on the wallet screen and reconcile against any offer expiry — a restored bonus may have a tighter window than the original. |
The rules above are the common shape of settlement, not a legal contract. The active rules on the platform’s help page take priority. When a fixture outcome surprises you, read the rule first, then open a ticket with the contest ID and the match ID — that is the fastest path to a resolution that lands before the next match starts.
Most “app not working today” complaints trace to one of three causes: a server-side spike at lineup lock, a stale app version after an OS update, or a regional network issue. Try the mobile site first, then switch networks, then clear app cache, then reinstall from the store. If the mobile site also fails, the issue is platform-wide and the official social channels will usually have an update within minutes.
A contest can disappear for four reasons: the room filled and locked, a region filter or friend-only gate is hiding it, a deprecation removed the room mid-window, or the account has not met the eligibility check. Refresh the contest list with filters cleared, and confirm whether the room is invite-only by asking the host.
You can usually tell by whether the mobile site responds. If both the app and the site are slow or timing out around a marquee fixture, the platform is under load. Wait 60 seconds before retrying, and avoid rapid-fire retries that make the congestion worse.
No public phone number is published as the primary support channel for the official platform. Hang up, open the official app or site yourself, and reach support through a channel you initiated. Any standalone “customer care number” showing up in search results is an impersonation. Read the <a href="/contact/" class="font-semibold text-amber-600 hover:text-amber-700">support safety section</a> for the four scripts to recognise.
Yes, when the abandonment happens before the minimum-overs threshold defined in the platform’s match rules. The entry fee is refunded to the wallet; bonus credit used in the entry is restored. Open the match settlement page for the contest to see which rule applied.
Repeated session-expired prompts usually mean the device clock is wrong, the cached session token has expired, or the account is being signed in from a second device. Set the device clock to auto-update, sign out from all sessions in account settings, and re-login once.
You should not need to install an APK directly. The official builds flow through the Play Store and App Store. If a partner page distributes an APK, the redirect chain should end on the official domain; if it does not, the file is from a third party and Play Protect is correct to block it.
If your issue is not an outage but a payment, a bonus, or a withdrawal, jump to the payouts and tax guide for the pre-withdrawal checks. If the issue is a scam call, a lookalike app, or a phishing message, the status page has the four reporting channels that actually move.
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