Frequently Asked Questions
How do I reset my ThePokies 119 password?
Click "Forgot Password" on the login page. Enter your registered email address. Check your inbox for the
password reset email from [email protected] — the link is valid for 24 hours. If the email does not
arrive within 5 minutes, check your spam or junk folder. Click the reset link, then create a new password
meeting the requirements: minimum 8 characters, at least one uppercase letter, one lowercase letter, and one
number. Once saved, log in with your new password. If you no longer have access to your registered email,
contact customer support via live chat with your full name, date of birth, and registered mobile number for
manual account recovery.
Can I login from multiple devices simultaneously?
Yes. ThePokies 119 permits simultaneous login from desktop, mobile, and tablet. All active sessions appear
in Account Settings under Active Sessions. You can terminate individual sessions remotely — useful if you
suspect an unrecognised device has accessed your account.
What if I forgot my registered email address?
Contact live chat support with your full name as registered, date of birth, last deposit method and
approximate amount, and registered mobile number. The support team verifies identity through
cross-referencing this information against the account record. This process typically takes 2–4 hours.
How long does account verification take?
Standard verification processes within 2 to 24 hours on business days. VIP members receive priority
processing within 1 to 2 hours. Required documents: government-issued photo ID (driver's licence or
passport) and a proof of address dated within the last 3 months (utility bill, bank statement, or council
rates notice).
Is my login data encrypted?
Yes. All data in transit between your browser and the ThePokies 119 servers uses 256-bit SSL encryption, the
same standard applied by Australian banking institutions. Passwords are hashed using bcrypt before storage
and are never retained in plain text. The platform's data handling practices comply with GDPR and CCPA
requirements.
Can I use biometric login on mobile?
After your initial login via email and password on a mobile device, navigate to Settings then Security to
enable biometric authentication. On iOS, this activates Face ID or Touch ID. On Android, it enables
Fingerprint or Face Unlock. Biometric credentials are stored on-device and are not transmitted to ThePokies
119 servers. Re-setup is required if you change devices.
Why is my account locked?
The account security system locks access after 5 consecutive failed login attempts. This prevents automated
credential-stuffing attacks. The lock lifts automatically after 30 minutes. For immediate access, contact
support at [email protected] with your registered email and verification details. Review your spam
folder for a security alert notification that was sent when the lockout triggered.
What are mirror sites and when should I use them?
Mirror sites — including thepokies118australia.net and thepokies117australia.net — are official backup
domains that run on separate server infrastructure but share the same account database. Use them when the
primary domain is inaccessible due to ISP filtering, DNS propagation issues, or scheduled maintenance
windows. Your existing login credentials (email and password) work without modification on all listed mirror
sites.
How do I know if a mirror site is legitimate?
Legitimate mirrors appear in the official table on this page, display a valid HTTPS certificate (padlock in
your browser's address bar), and show the same game library and promotional offers as the primary domain. A
fraudulent site may use a similar name with a different TLD, request payment information not typically
required during login, or display HTTP rather than HTTPS in the URL. If uncertain, navigate directly from
the mirror table above rather than clicking links in email or social media.
Which browsers are supported?
Chrome (version 90+), Firefox (version 88+), Safari (version 14+), and Edge (version 90+) are fully
supported. Internet Explorer is not supported following Microsoft's discontinuation of active development.
If login fails on a supported browser, clear the cache and cookies (Ctrl+Shift+Delete on Windows,
Command+Shift+Delete on macOS), then retry. Persistent issues on mobile may require enabling JavaScript and
third-party cookies in browser settings.
Can I change my registered mobile number?
Yes. Navigate to Account Settings then Personal Details then Mobile Number. The process requires receiving a
verification code on your current registered number (if still accessible), entering the new mobile number,
and confirming it with a code sent to the new number. If your old number is no longer accessible, contact
support with government ID for manual verification. Two-factor authentication updates automatically
following the number change.
What should I do if my 2FA code is not arriving?
First, wait 2 minutes — SMS delivery delays are common during peak network congestion. Check your phone
signal; a weak connection may delay delivery. Request a resend code (available after 2 minutes on the
verification screen). Contact your mobile carrier to check if promotional SMS or sender filtering is
blocking messages. If backup codes were saved during 2FA setup, use one of those. As a final option, contact
support at [email protected] to request alternative verification and temporary code delivery via
email.
