The following information will help you to overcome most of the common issues.
If Your Game Freezes or Your Bonus Play is Interrupted
- Pause and Resume: If possible, pause the game and wait a few moments before resuming.
- Refresh Your Browser: A quick refresh can often resolve temporary glitches.
- Check for Updates: Ensure your game and browser are updated to the latest version.
- Document the Issue: Take a screenshot or record your screen to document the issue. This will be helpful if you need to contact customer support.
Games Taking Long to Load
- Internet Connection: Verify your internet connection is stable and fast enough for gaming.
- Close Extra Tabs: Running too many tabs can slow down your browser's performance.
- Clear Cache and Cookies: Over time, your browser's cache can become full, causing slow performance. Clearing it may resolve loading issues.
Mobile Device Messages
- Rotate Your Device: If you receive a message to rotate your device, do so according to the game’s requirements.
- Check Orientation Lock: Ensure the orientation lock is not enabled on your device.
- Restart the Game: Sometimes, restarting the game can clear the error message.
If the Game Won't Load
- Browser Compatibility: Check if your browser is compatible with the game.
- Disable Extensions: Some browser extensions can interfere with game loading. Try disabling them to see if it helps.
- Clear Your Browser's Cache: This can often resolve issues with games not loading correctly.
If Your Game Has Frozen
- Do Not Close the Game: If the game has frozen during play, do not close the game immediately as it may resolve itself.
- Contact Support: If the issue persists, contact customer support with details of the issue, including any screenshots or recordings you have taken.
How to Clear Caches and Cookies?
- Access Browser Settings: Go to your browser's settings or preferences.
- Find the Privacy or History Section: Look for options to clear your browsing data.
- Select to Clear Cache and Cookies: Choose to clear cache and cookies from the beginning of time or from the last hour, depending on your browser's options.
How to Take a Screenshot or Record Your Screen?
- Screenshot: Use the Print Screen button on your keyboard (PrtScn) or use the snipping tool on Windows or Shift + Command + 4 on Mac.
- Screen Recording: On Windows 10, use the Xbox Game Bar by pressing Windows + G. On Mac, use the Screenshot Toolbar with Shift + Command + 5. For mobile devices, use the built-in screen recording feature in the control center.
Please refer to this article for further details and more device options.
How to Contact Customer Support?
If you need to contact Kickr customer support:
- Prepare Information: Have your account information, details of the issue, and any screenshots or recordings ready.
- Use the Support Portal: Access the support portal through Kickr's website.
- Submit a Ticket: Provide a detailed description of your issue, and submit your support ticket.