Help and Support

Use the App Store or Google Play button on this site to open the official application page. If a Play online link is available, you can also open the browser version. A greyed-out store button means that no download link is currently available on this site.

For help finding your Canasta Online account or moving to another device, contact support with your player name, player ID if available, and the device you previously used. Explain whether you still have access to the old device. Do not send your password. Avoid deleting the application or its data before checking how your account can be recovered.

Cards are dealt through a randomizing system on our platform. That means sometimes you’ll be dealt a strong hand, and other times not so much—it’s all part of the game’s unpredictability.

If anything about the gameplay feels off or you have other concerns, we’d love to hear from you. We want our platform to be a place you truly enjoy.

Players are automatically matched into games, and the first dealer is chosen at random.

The cards are shuffled using a random algorithm, so your hand will vary each round—some will be great, others not so much. Over time, things tend to balance out.

We aim to keep the gameplay true to classic Canasta. Got ideas to make it even better? Let us know!

Open the league view in the game to check your group, current position and the time remaining in the competition. The weekly league and monthly ranking cover different periods: compare your position within the same competition. Check the promotion and relegation zones shown in the league view before the period ends.

Check the rewards and eligibility conditions shown for your current league in Canasta Online. Your position can change until the competition closes, so a temporary place does not guarantee the final reward. If a completed competition appears incorrect, contact support with the period, league and a screenshot of your final standing.

Before joining a Canasta Online tournament, read the event information: schedule, entry conditions, stages, scoring and rewards. Tournament standings belong to that event and should not be confused with your league position. Follow the instructions shown for the current event, since its format determines how you advance.

Read the exact objective shown in Canasta Online, including any required mode, table or time limit. Check that the match has finished and that your result meets those conditions. If progress still looks wrong, contact support with the mission wording, a screenshot and the approximate time of the relevant match.

You can collect free tokens every four hours.

The number of tokens you get depends on your league rank. For example, players in League 1 receive 300 tokens, while League 15 players get up to 900.

You can also pick up more tokens by completing Missions and joining Tournaments—check the site for all the details.

If a purchase in Canasta Online has been charged but has not appeared in your account, contact support with your player name, the item purchased, date and order reference from your Google Play receipt. You can attach a screenshot of the receipt. Do not send your card number or password, and avoid making the same purchase again while the first transaction is being checked.

If a purchase in Canasta Online has been charged but has not appeared in your account, contact support with your player name, the item purchased, date and order reference from your Apple receipt. You can attach a screenshot of the receipt. Do not send your card number or password, and avoid making the same purchase again while the first transaction is being checked.

For the best experience, make sure your internet connection is solid before joining a match.

If your connection drops, you may get disconnected and lose your spot in the game.

Also, switching apps or exiting the game screen can cause you to disconnect—so try to stay in the app while playing.

We’re committed to keeping the community safe and welcoming. If you run into a player acting inappropriately or violating the rules, we want to know.

For help, use the contact form below. Include your player name, device, the approximate time and a description of the problem. Do not send your password or bank card details.

Check the official Canasta Online page in the App Store or Google Play for the version available on your device and its release notes. In-game announcements, when available, provide additional information. If you contact support about a problem, include the version you are using.

Describe the steps that led to the problem and what you expected to happen. Include your player name, device, application or browser version and the approximate time. A screenshot of the error helps support identify the issue. If it concerns a particular hand, include the relevant game situation and score.