The game will not load, or a table freezes

Try these in order

1. 1Reload the page. A stale tab from an earlier visit is the most common cause of a blank screen.
2. 2Close other tabs from the game, then open nertz.app fresh.
3. 3Check your connection. If you are on a phone, try switching between wi-fi and mobile data.
4. 4Allow storage and cookies for nertz.app. Blocking them stops sign-in, saved preferences and a live seat from working.
5. 5Turn off aggressive privacy extensions or ad blockers for nertz.app, then reload.
6. 6Try another browser (Chrome, Safari, Firefox or Edge). If it works there, the problem is in the first browser's settings or extensions.
7. 7Restart the browser or the device if the whole machine feels sluggish.
8. 8Open the status page to see whether we already know about it.

If a table freezes mid round

1. 1Reload once. A refresh keeps your seat at a live table, so you come back to your cards.
2. 2If you were on a slow or unstable connection, rejoin with the same table code.
3. 3If the round ends while you are away, your scores for that round still count towards the match.

If it is only slow, not broken

• A table with 20 or more players draws more cards and does more work. Turning off hints can help on older phones or tablets.
• Closing background apps frees memory on phones and tablets.
• Zooming the browser out slightly gives the table less work to lay out at once.

When to open a ticket

1. 1Open a ticket from the help centre, under "Something is broken" and "The game will not load".
2. 2Tell us the device and browser (for example "iPhone 13, Safari" or "Windows 11, Chrome").
3. 3Tell us what you saw and when, and add a screenshot if you can.
4. 4If it happens at a particular moment, say which one: opening a table, dealing, playing a card, or the round summary.