How can I reset my password if I forgot it?

No stress, it takes a minute either way.

If you remember your current password

1. Open the Security tab of your profile.

2. Enter your current password.

3. Set and confirm the new one.

4. Click Update.

If you do not remember it

1. Click Forgot your password? on the login page.

2. Enter your email address and confirm.

3. Open the email we send and follow the link.

4. Type your new password twice and save it.

If the email is not in your inbox, check your Spam folder and mark our message as not spam, so the next ones land in the inbox.

If nothing arrives after a few minutes:

1. Check that you entered the email you registered with. Even a small typo stops the email.

2. Request a new email and use the most recent one, because older links stop working.

3. Check every folder of your mailbox, including Spam, Promotions and Updates.

4. Add support@rocketplay.com to your contacts and request the email again.

If the password is entered incorrectly too many times, login is locked for security. Resetting the password alone does not help in that case, so let us know and a team member will unlock the account first.

I cannot log in to my account, what should I do?

Let us narrow it down, because it is usually one of four things.

• The email address. Use the one you registered with. A different address means a different account.

• The password. If it keeps being rejected, reset it with Forgot your password? on the login page.

• Two-factor authentication. If 2FA is on, enter the current code from your Google Authenticator or Authy app. Codes change every few seconds, so use the one on screen at that moment.

• Too many attempts. After several wrong passwords, login is locked for security.

If login stays locked, or the reset email does not arrive, let us know and a team member will sort it out with you.

If the page itself is not loading, clear your browser cache and cookies, try a private window, and turn off a VPN or an ad blocker.

How to turn off 2-factor authentication?

You can switch it off yourself in a few clicks.

1. Open the Security tab of your profile.

2. Enter the code from your Google Authenticator or Authy app.

3. Click Deactivate.

That is it, 2FA is off and you log in as usual.

If you turned it off for a moment, it is worth switching it back on afterwards. It is the strongest protection your account has.

I lost 2FA authenticator codes, what should I do?

Losing the app does not mean losing the account.

If you no longer have access to the codes from Google Authenticator or Authy and cannot log in, let us know in the chat. Turning 2FA off manually needs a check that the account is yours, and a team member will guide you through it.

You are notified by email as soon as 2FA is deactivated, and you can log in again with your password.

How can I update my account details?

Some details you change yourself, and some we change for you.

You can change yourself

Your nickname, in General and then Profile details.

We change these for you

• Phone number: tell us the new number.

• Address: send proof of the new address, such as a utility bill, bank statement or tax invoice issued within the last 90 days that shows your name and full address, and tell us the reason for the change.

• Name, surname or date of birth: send a passport, driving license or ID card showing the updated details, with your full name, date of birth and the document expiry date visible, and tell us the reason for the change.

These details have to match your documents, which is why our team makes the change after checking them. Requests are usually completed within 24 hours.

Can I change the email address linked to my account?

Yes, and it is done by request so that nobody else can move your account to another address.

Send your request to support@rocketplay.com with:

• your account ID, which is in General and then Personal details

• your current email address

• the new email address

• a short reason for the change

Some verification steps may be needed to keep the account secure. The change is usually processed within 24 hours.

How can I change the currency?

Your wallet is flexible, so this one is quick.

Open the General tab of your profile and choose the currency you want in the Wallet section. The same place lets you add a currency rather than switch to it.

How do I unsubscribe from promotions?

You decide what lands in your inbox.

Open the General tab under Settings in your profile and switch off Get my personal offers and new promos via email and SMS.

You keep receiving service messages about your account, such as confirmations and security notifications.

Do you have an app?

Yes, and you do not need an app store for it.

RocketPlay works as a Progressive Web App, so it installs straight from the website on both Android and iOS.

Tap Install app at the top of the page and it is added to your home screen, ready in one tap.

How can I manage account limits?

Your limits live in one place and you are in control of them.

Open the Limits tab in your profile.

Setting a limit

1. Click Set limit.

2. Choose the time period and the amount, where an amount applies.

3. Click Confirm.

Changing or removing a limit

Click Edit next to the limit. To change it, enter the new amount and click Update. To remove it, click Delete.

Lowering a limit takes effect immediately. Raising or removing a limit takes 24 hours to go into effect.

How to cancel the account limit?

You can remove a limit yourself, and there is a confirmation step on the way.

1. Open the Limits tab in your profile.

2. Click Edit on the limit you want to remove.

3. Click Delete.

4. Open the email we send and confirm the removal.

After you confirm, the removal takes effect within 24 hours. If the email is not in your inbox, check your Spam folder.

A self-exclusion limit cannot be cancelled by yourself before it expires. If you need support or want to talk it through, our team is here.

Withdrawal limits are a separate thing. They are fixed and apply to every account.

What responsible gambling features are available?

Playing should stay fun, so there is a set of tools to keep it that way.

All of them are in the Limits tab of your profile. Deposit limits and self-exclusion appear once you switch on Advanced mode at the bottom of the tab.

• Deposit limit: a maximum you can deposit per day, week or month.

• Loss limit: a cap on how much you can lose over a chosen period.

• Wager limit: a cap on how much you can bet over a chosen period.

• Session limit: a maximum time you stay logged in and playing before being logged out automatically.

• Wind down: log out straight away and come back whenever you are ready.

• Cooling off: a break from gambling for a set period, from days to months, while you keep access to your account without playing or depositing.

• Self exclusion: access to your account is blocked if you need a longer break. The restriction starts immediately and lasts until the period ends.

If you would like help choosing or setting any of these, our team is here for you.