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If you have a question about the site, first please see if it's answered below. (you'll get your answer much faster if it is).

For more detailed answers, please visit our Help Page. You'll find answers to Frequently Asked Questions and detailed Game Rules on that page.

If you have a question about a specific game, please follow these directions.

Please see if your question is already answered below or in our FAQ, since you will get an answer much faster that way than waiting for an email response from us.




The important part of either the game status page or the game board page is missing, but I can still see part of the page.

To fix this problem, you can set your profile to receive only HTML pages, rather than pages with Javascript. (Keep in mind that Javascript pages will load faster, so if you have an older browser, you may want to upgrade).

To do this, click on the following link which will disable Javascript.

In the future, you can also do this manually by going to your edit user profile page, unchecking the box next to 'Enable Javascript', and submitting the changes.

If this does not help, set your Javascript option back to 'ON' (setting this option on usually results in faster page loads) and contact us for further help.

The game board page loads, but the pictures (graphics) are missing-- I only see red 'X's where the graphics should be.

When your pieces are not appearing on the screen, it could one of two things:

  • Trouble with graphics server: the connection to our graphics server could be down. These issues are usually resolved within 5 minutes.
  • Slow connection: the connection is getting broken before your machine is able to download all the pieces. If that's the case, try click 'Prev' to load the previous page, then click 'Next' on that page to get back to your original page. This often does the trick. If that doesn't work, try reloading the page. If that doesn't work, restart your computer (turn it off and on).
Please let us know if this ever continues for more than 15 minutes.

I'm playing in a tournament, my game timed out, and I have a good reason why it happened. What can I do?

You can ask your opponent if they will agree to restore your games, and if they agree, then the game will be restored. If they decline your request, please be polite-- it is their option not to restore timed-out games. The restore process is done directly and automatically through our messaging system. This help page tells you how to do this step-by-step.

How can I take time off from my ladders if I will be out of town for a while?

To put yourself on vacation from ladders games, please go to your Main Ladders Page, and click on the 'vacation' link. Then follow the directions on your screen.

When you return from your vacation, go back to the Main Ladders page again, click on 'vacation', and take yourself off vacation.

Please keep in mind that the vacation feature will only affect your ladder games. While on vacation, your ladders games will not time out. However, when you return from vacation, you will have to make moves in all your ladders games within 24 hours of returning, regardless of the original time limits of the games.

In backgammon, when I click on a piece, it moves automatically, and the wrong dice gets used. How can I choose which dice to use?

If you want to use the dice in the REVERSE order of the way they're shown, click on 'swap dice' under the game board, and the dice will be reversed. Then you can make your moves in the reverse order. Our help page says pretty much the same thing.

How do I turn off email notification?

Look under 'Account' in the left-side menu column and click 'Edit user profile.' On your profile page, set 'Email notify?' to 'No,' then scroll down and click 'Submit.' You will no longer receive email from ItsYourTurn.com. Note that your games will remain active and your message box on our site will still receive messages sent by other ItsYourTurn.com users. You will need to remind yourself to check your Game Status page about once a day to see when it's your turn to move and to read your private messages.

How can I be removed from the site completely and have all my games resigned?

To have your userid disabled, send email to removeme@itsyourturn.com from the email account that's listed in your user profile. The remove job runs several times a week, so the effect won't be immediate, but it will happen. Your games will be resigned, and you will not receive email from us again.

I forgot my password. What do I do now?

If you have forgotten your userid and/or password, go to the forgot password page and type in the email address that the account is registered under. Your password will usually arrive in less than 10 minutes.

Membership: I've paid for a membership, and it's been over an hour, and my account still hasn't been credited. What can I do about this?

The most common error is that the email address that you used to pay for your membership does not match the email address registered in your IYT profile. When the email addresses do match, your account is credited automatically, in less than an hour. If you're still having problems with your membership, and you believe the email addresses match, please email sales@itsyourturn.com, and if possible include your sales receipt or order number.

Login Problem: I'm typing in my userid and password, but it keeps saying 'invalid user' or 'incorrect password.' What's going on?

If you are sure you are typing your userid and password correctly, but you keep getting a message that says 'userid not found' or 'invalid password', then the problem may be in the use of upper and lower case letters. Userids and passwords are case sensitive, meaning upper and lower case letters are different from each other. For example, "DOG", "Dog", and "dog" are three different words. Be sure you type your userid and password with the exact same cases that you originally used.

Login Problem: I'm typing in my userid and password correctly (case-sensitive), but it keeps taking me back to the logon screen. What am I doing wrong?

There are several possible reasons for this.

  • You may have typed your password or userid incorrectly. Userids and passwords are case sensitive, meaning you must use upper and lower case letters correctly. An error message at the top of the login page will tell you if the password or userid you entered was not recognized.
  • If you are returned to the login page and a message at the top says 'You must log in to perform this function,' then the problem probably is that cookies are not enabled on your computer. Computer users should see our Frequently Asked Question about enabling cookies in your browser.
  • Also, make sure that your clock is set to the correct time and date. If not, it's possible that your cookie will expire before it's even used.

Login Problem: I know that I have my cookies enabled and my clock is set correctly, and I still can't log in. What do I do now?

You have cookies on your system that are not valid-- for some reason they have gotten corrupted. You'll need to delete the invalid cookies. The solution is too long to describe here-- there's a full page giving different solutions depending on the browser that you have. Please visit our page that describes how to delete cookies.

A user on the site is harassing me in his messages. What can be done about this?

ItsYourTurn.com has an Ignore feature which lets you block all messages from a particular user. When you are ignoring a user, that person's messages never appear on your screen, even while you are playing a game with him or her. One way to activate Ignore is to go to a player's user profile page and look in the options listed at the bottom. There, you will find the link 'Ignore this user.' Much more information on Ignore is in our Frequently Asked Questions entry on dealing with troublesome users.

I have set email notification to 'Yes.' Why am I not receiving email?

Your email reminder is sent 20 to 30 minutes after your opponent makes his or her move. If you make a move in any of your games before the email is sent, the email is cancelled. Also, ItsYourTurn.com only sends one email reminder after each time you log in. These restrictions prevent you from receiving too many emails from us.

If you are not receiving your email reminders according to this schedule, you should make sure that your email address is correctly entered in your account:

  1. Look under 'Account' in the left-side menu column and click 'Edit user profile.'
  2. On your profile page, check your email address to make sure it is correct and that it uses upper and lower case letters properly. Also, make sure you have 'Email notify' set to 'Yes.'
  3. If you change anything on the Update Profile page, scroll to the bottom and click 'Submit.'

If that doesn't help, the problem may be in the mail server on your end.

I'm playing in a tournament, and I won my section. When do I get to move to the next round?

The next round will begin when the games in all sections of the current round have a winner. You will receive a private message telling you when the next round begins. Please see the tournament section of our Frequently Asked Questions for more information.

I'm using Web TV, and I can't move the piece I want to move. What do I do?

For WebTV, when you have problems locking on to a specific square, move your pointer near the square where you want to go to, and then push the right or left arrow key <-- or --> repeatedly in ONLY ONE DIRECTION. What this will do is cycle through all your available moves on the board. If the cursor jumps over the square you want to go to, make sure that the move is legal.

If these suggestions don't work, email us the move you want to make, and we'll make it for you. Be sure to tell us your userid, your opponent's name, the color you are playing, and the move number you are on. Our email is websupport@itsyourturn.com.

I'm a non-member, so I'm allowed 20 free games at the same time. However, right now I'm playing fewer than 20 games, yet I can't start another game. Why?

The reason for this is because some of your games are 'hidden'. After 14 days without a move from your opponent (you can change the number of days), games are no longer shown on your status page. However, the game is still active, and still shows up on your opponent's status screen. You can also see ALL your games in progress by clicking 'View ALL unfinished games' at the bottom of your status screen. You should see 20 games (or more) in progress.

On my Game Status page I see that my opponent in a tournament game has more than the usual 48 or 28 hours to move. Why?

The usual time limit for moves in tournament games increases before and during the weekends so that no move is due on a weekend. Please see the tournament section of our Frequently Asked Questions for more information.

Why can't I make my move in a game?

If you are using WebTV and you can not lock onto a piece to move, then see this answer in our Frequently Asked Questions. Otherwise, the solution depends on the type of game you're playing:

  • Backgammon: The problem is that the game isn't letting you 'swap' the dice, or make a certain move. What's happening is that that move or the reverse order of dice is not legal. Remember that in backgammon, you must use BOTH dice if possible. It won't let you move just one die, and leave the other one unused. Please see that if you make a certain move, that you have legal moves for both dice.
  • Chess: The chess program is extremely stable. No errors have been reported in our software for a long time. If you can't move the piece you want to, it might be because the move you are trying to make is not legal. Things to look for: Are you currently in check? Or, would the move would result in you being exposed to check (look at the pieces in line with the king behind the piece you want to move).
  • Battleboats Plus: If the 'SUBMIT' button is not appearing after you make your move, it means that you have more moves to make. In Battleboats Plus, you get one shot for every ship of yours that isn't sunk yet. What this means is that at the beginning of the game you have 5 shots to make. The 'SUBMIT' button won't appear until you take all 5 shots.
  • Checkers: The rules of checkers state that if you have a jump available, you must take it. If our system does not let you select a piece to move, check to be sure that another piece doesn't have a jump available.

I keep seeing the message 'network error contacting server.' What can I do about this?

This situation occurs once in a while. Simply reload or refresh your page, or click the link again, and you should see the correct page within a few seconds.

Why does it take so long for my opponents to move?

ItsYourTurn is primarily for turn-based gaming. Most of the players on our site like to make one move at a time in each of their games, then go away to do something else. The time that passes before they make their next moves varies from a few minutes to a few days.

You can choose the time limit per move for every non-tournament game you are in. Time limits range from 3 days to 45 days per move. An explanation of how to choose time limits is here in our Frequently Asked Questions.

My opponent has not moved for several weeks. What can I do?

If the game has only 4 moves per side, you can delete it. The option to delete appears beneath the game board, if it is available. Deleted games do not appear on your win/loss statistics. If the game has more than 4 moves per player, then you can not delete it. But if your opponent does not move before the time limit per move is over, then he or she will lose and you will win.

You can choose the time limit per move at the start of every non-tournament game. Time limits range from 3 days to 45 days per move. An explanation of how to choose time limits is here in our Frequently Asked Questions.

The number of "wins" on my game statistics page keeps decreasing! Why?

One reason for this is because we delete completed games that have less than 4 moves made per side. Since these games are often "timeouts" that occur in the very early stages of a game, these do not represent "true" wins. Since anyone can delete a game with less than 4 moves made, your opponent has the ability to do this anyway. Games are typically deleted about 2 weeks after they are completed.

I just completed a game, but it doesn't show up in the 'View Games' section. What's wrong?

When this happens, you are probably looking in the public 'View games' page which is accessible from the left-side menu column under 'Spy.' A game may not appear on that page because your opponent has chosen for his or her games not to be shown on that page, or because your game was completed less than 20 minutes ago and has not appeared on that page yet.

The best way to view your completed games is to go to your game status page and scroll down. At the bottom, click 'Look at my user profile.' At the bottom of the profile page you will see your game statistics. You can click to your games from there.

A game I was playing just disappeared off my Game Status page. What happened?

Your opponent might have resigned or deleted the game. Or, if your opponent has not moved for several days, the game might have been removed from your game status page. More information on this is in our Frequently Asked Questions here.

I'm trying to play a game, but some of the pieces are missing on my board. Why is this happening?

When your pieces are not appearing on the screen, it usually means that you have a slow connection. What's happening is that the connection is getting broken before your machine is able to download all the pieces.

Try reloading the page a few times. If that doesn't work, we would recommend hanging up and dialing in again, and hope that you get a better phone connection. If that doesn't help, try rebooting the computer. If that doesn't help, wait 10 minutes and try it again. If problems persist, you may want to contact your ISP. Please let us know if this continues happening.

The screen is showing me incorrect information for my game status or game board. What can I do?

Click the 'Reload' or 'Refresh' button on your browser's menu bar. Web TV users should push CMD-R on their keyboards. This should load a corrected page.

I won a backgammon game, but the game is still going on. Why?

If the game is Pro Backgammon (game code BP), a series of games are played until one player earns a total of 5 points. If you have finished one game and are seeing another, you might be seeing the next game in the series. More information on Pro Backgammon is in our Game Rules section here.



For more detailed information, please visit the Frequently Asked Questions page under the 'HELP' link. If you can't find the answer to your question in the FAQ, please email us, and we'll do our best to help.






If your question was not answered above, here are various ways to get in touch with us:




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