Technical Issues

What do I do if the game crashes mid-match?
If the game crashes before you submit your score, the match may be voided and your entry fee refunded.
Reopen the app -- you may be able to resume the game if it was interrupted.
If you believe you were charged for a match that crashed unfairly, contact support with your Match ID.

What happens if I lose internet connection during a game?
If your connection drops during a game, the app will show a connectivity error and pause where possible.
If the match can't be completed, it may be voided and your entry fee refunded.
For stable gameplay, we recommend a Wi-Fi connection.

How do I update the Arena app?
iOS: Update through the App Store as normal.
Android (sideloaded): The app will prompt you when an update is available. Tap 'Update' to download and install the latest APK.
Forced updates: If a critical update is required, you'll see a full-screen wall and won't be able to continue until you update. Your account and balance are unaffected.

The app won't load or is stuck on the loading screen -- what should I do?
1. Check your internet connection.
2. Force close the app and reopen it.
3. If the issue persists, uninstall and reinstall the app. Your account and balance are stored server-side; reinstalling won't affect them.
4. If problems continue, contact Skillz support via the in-app help center or email support@skillz.com.

I'm getting an error that says my location isn't eligible -- but I'm in a supported state. What should I do? 
Make sure location permissions are enabled for Arena in your device settings (Settings > Privacy > Location Services > Skillz Arena > Allow While Using App).
If you're on a corporate or school network, a VPN or firewall may be interfering. Disable the VPN and try again.
If the issue persists, contact support.