Troubleshooting
Below are the usual situations and the quickest way out of them. If a problem persists, write to the team from the "Feedback" tab.
What it is
Typical symptoms
- You cannot join a session.
- The session code or password is rejected.
- Decks or rooms do not load.
- A card on the table shows as an empty rectangle.
- Chat will not send messages.
- The table is empty after a page reload.
Connection status
The indicator in the session panel tells you what the connection is doing:
| What you see | What it means |
|---|---|
| "Connected" | All good |
| "Connecting..." | First connection in progress |
| "Reconnecting" | The link dropped; the app is restoring it on its own |
| "Offline" | No network; your changes are not reaching other participants |
| "Refreshing..." | The access token is being refreshed |
| "Session expired" | Reload the page |
How to use
Key steps
- Check the connection status in the session panel.
- Reload the page and try again.
- Make sure the session code is exactly 6 characters.
- Try another browser if the problem repeats.
- Write from the "Feedback" tab and attach a screenshot.
Session ended
The "Session ended" dialog names the reason:
- "The host closed this session" - create a new one or ask for a new code.
- "The host has left this session" - the host did not come back within five minutes.
- "This session was closed due to inactivity" - nothing happened on the table for a long time.
- "The server was restarted" - reload the page and rejoin.
- "This session no longer exists" - the code is stale.
- "The host has enabled private mode" - ask the host to invite you again.
The same dialog lets you save a screenshot of the table before you leave.
The code or password is rejected
- A code is exactly 6 characters, letters A-Z and digits. Otherwise you get "The code must be 6 characters long".
- If the session is password-protected, the app asks for the password after the code. A wrong one shows "Wrong password" and you can retry.
- "Too many attempts" is brute-force protection: wait a moment and try again.
Empty table after a reload
An ordinary session lives while somebody is in it and does not come back after the tab is closed. To return to a layout later, make the session persistent - see Rooms and persistent sessions. Without a persistent session, a screenshot is the only way to keep a layout.
A card will not load
Instead of the image you get "Couldn't load the card" and a "Retry" button. Retrying usually does it. If you were flipping through a deck quickly, the request rate limit may have kicked in: the app tells you how many seconds until loading resumes.
Deck unavailable
The label "Deck unavailable" means the author moved the deck back to draft, or it was blocked after a report. Pick another deck.
Air will not start
Sound, camera and connection problems are covered in Air.
Scenarios
- The code does not work: re-check the characters, case and keyboard layout.
- Session ended: create a new one and invite participants again.
- A deck will not load: wait a moment, then reload the page.
- Google or Yandex sign-in fails: allow pop-ups and try again; your session is not interrupted.
Tips and errors
- An unstable connection causes reconnects and delays.
- When the host closes a session, everyone is disconnected.
- When switching sessions you can save a screenshot of the table first.
- "This device has been blocked" means an abuse restriction - write to the team.
- Recommended browsers: current Chrome, Safari, Firefox, Edge, Yandex.
Screenshots
Elements on the screenshot: 1. Error title 2. Cause description 3. Retry / refresh button 4. Support link
Elements on the screenshot: 1. Reason the session ended 2. "Create new session" button 3. "Stay" button 4. Screenshot saving block
Elements on the screenshot: 1. "Connected" indicator in the session panel 2. "Reconnecting" state 3. "Offline" state