A cash match that crashes halfway through stings twice: you lose the round and the entry fee with it. Atay Games' cash matches run on Skillz, operated by Firy Inc (NYSE: FIRY, formerly SKLZ), so Skillz's rules decide what happens next. Here's what those rules say, word for word, and what to do before you play again.
Sometimes, but nothing guarantees it. Skillz marks a match "Aborted" when your game crashes, disconnects or goes to the background mid-match, and "the opposing player is automatically awarded with winning the match and any corresponding prizes." Its terms add that "no refunds are given" unless the law requires one. Still, report every crashed cash match with its Match ID.
Disclosure: Atay Games makes games that run on Skillz; Skillz runs player support and the rules for cash matches. New to the platform? Here's who Skillz and Firy are.
What does the policy actually say?
Skillz's help center says a crashed or disconnected match is marked "Aborted" and "the opposing player is automatically awarded with winning the match and any corresponding prizes" (article 8778934866580). Its User Terms say entry fees are "non-refundable" and "no refunds are given" unless the law requires one (sections 8.1 and 8.8, updated May 22, 2025).
Four Skillz documents cover a crashed match. Here they are, quoted exactly as Skillz publishes them, grammar included. The last row comes from a different Skillz app, and we explain why it's there below the table.
| Document | Article ID or section | Last updated (as published) | Retrieved | Exact words |
|---|---|---|---|---|
| Skillz help: What is an Aborted match? (Players) | 8778934866580 | Text last edited Aug 23, 2022; page updated Aug 1, 2026 | Sept 23, 2026 | When a player crashes or disconnects from a match, the match is considered to be incomplete and the status is marked as "Aborted." The opposing player is automatically awarded with winning the match and any corresponding prizes. |
| Same article: listed causes | 8778934866580 | As above | Sept 23, 2026 | When the game is put in the background in the middle of the gameplay while you answer a call/message · If the game was paused for a long period of time · If your device gets disconnected from the internet in the middle of a game |
| Skillz help: What do I do if my game crashes? (Players) | 115001140223 | Text last edited Aug 23, 2022; page updated June 14, 2026 | Sept 23, 2026 | You can report crashed games to Player Support by submitting a support ticket along with the match ID of the aborted game. |
| Skillz User Terms | §8.1 Fees | Updated as of May 22, 2025 | Sept 23, 2026 | All Fees are stated in U.S. Dollars, must be prepaid and are non-refundable. |
| Skillz User Terms | §8.8 Refund Policy | Updated as of May 22, 2025 | Sept 23, 2026 | Unless otherwise required by law, no refunds are given. |
| Skillz User Terms | §12 Disclaimers | Updated as of May 22, 2025 | Sept 23, 2026 | all online services suffer occasional disruptions and outages, and we are not responsible or liable for any disruption or loss you may suffer as a result. |
| Skillz help: What do I do if my game crashes? (Skillz Arena app only) | 50452309036308 | Text last edited July 5, 2026; page updated Sept 7, 2026 | Sept 23, 2026 | If the crash happened before you submitted your score, the match may be voided and your entry fee refunded. |
Read together, the written rule is simple: an unfinished match still counts, your opponent gets the prize, and the terms don't promise a refund. Section 12 adds that Skillz isn't liable for losses from "occasional disruptions and outages." What can happen after you report a match is a separate question, covered below.
Some help articles show two dates: the text was last edited years ago, but the page itself was updated more recently. We list both so you can see how current each quote is.
Why include that last row? Skillz's help center has a separate section for its all-in-one Skillz Arena app. Its crash article adds a line the standalone version doesn't have. We couldn't confirm it applies to standalone game apps like ours. Read it as Arena policy, not a promise for every Skillz game.
What we checked, and how. On September 23, 2026, we pulled all 119 English articles in Skillz's help center through its public API and searched every one for refund language. None publishes a crash-refund limit. The Arena line above is the only crash-refund text in either section. The Arena copy of "What is an Aborted match?" (article 50570820175764) repeats the same core rule as the standalone copy.
What should you do right now?
Skillz asks players to report a crashed match through a support ticket "along with the match ID of the aborted game." If Skillz detects a problem, a REPORT A PROBLEM button can appear after the match and creates a ticket that already includes the Match ID. Skillz lists email, support@skillz.com, as a fallback and offers no phone support.
Work through these in order. The menu paths below use Skillz's own wording, and labels can vary by game and app version.
- Reopen the game and let it reach the results. Skillz's tip is to "wait until you are taken from the game to Skillz's Match Results screen before turning off your device or exiting the app." Check whether the match shows as Aborted, a normal result or still in progress.
- Find the Match ID. Skillz's game-history article says to "click on the History tab on the homepage of your Skillz game," then "Scroll down to Completed." The Match ID sits "in the bottom right-hand side of the results screen, under Date," and you can "click on the numbers once, and it will automatically be copied." Its crash article says HOME and COMPLETED instead, so use whichever label your game shows.
- Screenshot the results screen and your balance history. Skillz says you can see your balance history by "going to the main menu, then tapping on Account and then Account Balance." Screenshots show support exactly what was charged and when.
- Tap REPORT A PROBLEM on the Skillz results screen if you see it. Skillz says "if we detect that a game had an issue, you may see a REPORT A PROBLEM button." Tapping it will "generate a support ticket that automatically includes the match ID."
- No button? Open a ticket in the app. Skillz's contact article says to "tap the menu icon in the bottom right corner of the screen. Then tap Contact Support," and to "choose a category for your inquiry (add the match ID if applicable)." Replies appear under Support Messages, where you can answer in the same thread.
- Or email support@skillz.com. There's no phone line: "Please note that we do not offer phone services at this time." Don't reinstall the app before your ticket is filed. Skillz warns, "You will need to log back into your account after reinstalling," so as a precaution, make sure you know your existing login first.
Copy this ticket template
Subject: Aborted cash match, [game name], Match ID [number] Username: [your Skillz username] Email on the account: [email] Game: [game name] Match ID: [number] Date and time (with time zone): [ ] Entry fee: [ ] What happened: [the app closed / froze / a call came in / Wi-Fi dropped] at [point in the match] Device and operating system: [model, OS version] Attached: screenshot of the results screen; screenshot of my balance history Request: please review this match.
The fields follow Skillz's contact form: username, account email, subject and description, plus, for gameplay issues, "the game name, what occurred, your device and operating system" (Skillz help 203685879). Ask for a review, not a verdict.
Why does this happen?
Skillz's documentation for game developers lists four kinds of abort: an unintentional crash, a backgrounded app, an app the player closed, and a timeout, which is recorded when no other information is available. Most Skillz matching is asynchronous: your opponent plays the same conditions separately. So an unfinished round can't be held open while you come back.
When a match can't finish, the Skillz software handles it "by submitting an abort score for players." Skillz's documentation for game developers lists four:
- Unintentional Crash: "The app crashed or there was a hardware failure mid-game."
- Backgrounded: "The app is backgrounded (if the OS terminates the app it is still considered Backgrounded)."
- Terminated: "The user terminated the app manually."
- Timeout: "The user did not submit their score within the allotted time. This is the default abort type recorded if no other information is available."
Why does the other player get the win? Skillz says "most matching is done asynchronously": "both players play the same match with the same conditions, but they do not have to play at the same time." There's no shared, open round to return to, so the platform records yours as incomplete. Here's more on how asynchronous matching works and why both players get identical conditions.
A few Skillz games are synchronous, with both players live at once. For those, Skillz's developer guidance covers reconnection timers: "A typical value is 20 seconds to allow for reconnection." That's advice to developers, not a promise about any game. When such a timer runs out, Skillz's testing guide says "the game ends and your opponent wins."
The rule also closes a loophole, since Skillz's developer documentation says "an abort should never be a way to avoid getting a worse score." If closing the app voided a match, anyone who was losing could quit and keep their entry fee.
So can you pause a cash match? Treat the answer as no. A long pause is itself a listed abort cause, a score has to arrive "within the allotted time," and the first cause Skillz lists is backgrounding the game "while you answer a call/message."
What Happens After a Crash, Step by Step
| Cause | Skillz source | What you can do |
|---|---|---|
| App crash or hardware failure | Developer docs; help 8778934866580 | Update the app and OS, close background apps, charge the phone |
| Backgrounded for a call or message | Help 8778934866580 | Silence calls and notifications before a paid match |
| Paused for a long time | Help 8778934866580 | Don't start a paid match you might have to leave |
| Internet disconnect | Help 8778934866580 | Use strong Wi-Fi and pause big downloads and streams on your network |
| Closed the app yourself, or timeout | Developer docs | Wait for the Match Results screen and tap to confirm your score |
How do you stop it happening again?
Skillz's own prevention list covers a stable connection, ideally strong Wi-Fi, closing background apps, keeping a strong battery charge and running the latest app and operating system. It also says to wait for Skillz's Match Results screen, which "may involve tapping the screen to confirm your score," before exiting the app or turning off your phone.
Skillz's own checklist from What is an Aborted match? is for before a paid match, not during one:
- Restart the app first. "Try force closing the app and restarting it."
- Get a solid connection. Skillz suggests "a stable data connection or (even better) a strong WiFi signal," with no "additional streaming or downloading happening on your network."
- Free up the phone. Close background apps and keep a "strong battery charge," since a weak one can limit performance.
- Stay current. Check for operating system updates. With more than one device, Skillz recommends "playing Skillz games on the newest device available."
Silence interruptions before a paid match. On iPhone, a Focus lets you "temporarily silence all notifications" (Apple Support). On Android, use Modes, including Do Not Disturb, "to silence your device" (Android Help). It won't guarantee anything, but it cuts the chance a buzz pulls you out mid-round.
Update from where you installed it. That's the App Store on iPhone, and on Android it's the APK from the official Atay site, not Google Play (here's why Android installs come from our site). Install updates when the app prompts you.
Test in free play first after a crash, a new phone or a big update (see free vs paid entries). A smooth free round checks your phone and connection, but it doesn't prove how a paid match would handle an interruption.
Play paid matches only when you can finish them. If you play on work breaks, our night-shift games guide has a quick check for whether a break is really yours.
When should you contact support, and what can't anyone promise?
No published Skillz policy promises a refund for a crashed match. Across all 119 English articles in Skillz's help center, we found no published limit on how many crash refunds a player can get (checked September 23, 2026). Skillz's Developer Terms put "resolving User disputes pertaining to their participation in Competitions" with Skillz.
Write in every time a paid match aborts from a crash or disconnect you didn't cause on purpose. File one ticket per match with its Match ID, and keep replies in the same thread.
Does reporting help? It can. Skillz's documentation for game developers says "aborted matches often result in player refunds, which has the consequence of net revenue losses" (Unlock Real Prizes). That's written for developers, not a player policy. The User Terms still say: "Unless otherwise required by law, no refunds are given." Both are true at once, and Skillz decides each case.
Reports can also flag bugs. Skillz tells developers that "Abort rates should be a direct indicator of game stability and performance," so crashes matter to game makers too.
What about a "refund limit"? Some players say support stopped refunding their crashed matches after a certain number (Trustpilot reviews dated July 2025 to September 2026). Skillz doesn't publish any such limit in its help center or terms.
What no one can promise. No one, including us, can promise a refund, a reversed result, or a response time. Skillz decides each case under its terms.
If you believe you're owed money after support closes your ticket, User Terms section 14.1 requires a written Notice of Dispute sent "by U.S. Mail to Skillz Customer Support, 6225 Badura Ave, Las Vegas, NV 89118," then up to 60 days of informal negotiation, and small claims court is also an option. Section 14.5 says claims "must be filed within one year." This is general information, not legal advice.
If your problem is a withdrawal rather than a match, see why your app won't let you cash out.
Frequently Asked Questions
Does Skillz refund aborted matches?
Not by written policy. Skillz's terms say "no refunds are given" unless the law requires one, and an aborted match goes to your opponent. Skillz's documentation for game developers does say aborted matches "often result in player refunds," so report each one with its Match ID. Skillz decides each case.
Why did my opponent win if my game crashed?
Skillz marks a crashed or disconnected match "Aborted" and says: "The opposing player is automatically awarded with winning the match and any corresponding prizes." Most Skillz matching is asynchronous, so your opponent's score stands on its own and your unfinished round counts as incomplete.
Can you pause a Skillz cash match?
Treat it as a no. Skillz lists "If the game was paused for a long period of time" and putting the game in the background to answer a call or message as causes of an aborted match. Silence your phone and start a paid match only when you can finish it.
Is there a limit on crash refunds?
Skillz doesn't publish one. We checked all 119 English articles in its help center and its User Terms on September 23, 2026 and found no crash-refund limit. Some players report being told they'd hit one, so treat any refund as case by case.
What if my score posted and then it said Aborted?
Skillz says to wait for its Match Results screen before exiting. That "may involve tapping the screen to confirm your score, even after gameplay has concluded." If a finished match still shows Aborted, file a ticket with the Match ID and a screenshot of the results screen.
Sources
- Skillz help center (Players), What is an Aborted match?, article 8778934866580 (Aborted rule, listed causes, prevention tips; text last edited August 23, 2022, page updated August 1, 2026), retrieved 2026-09-23, support.skillz.com
- Skillz help center (Skillz Arena), What is an Aborted match?, article 50570820175764 (same core rule; edited July 5, 2026), retrieved 2026-09-23, support.skillz.com
- Skillz help center (Players), What do I do if my game crashes?, article 115001140223 (report with the match ID; conditional REPORT A PROBLEM button; text last edited August 23, 2022, page updated June 14, 2026), retrieved 2026-09-23, support.skillz.com
- Skillz help center (Skillz Arena), What do I do if my game crashes?, article 50452309036308 (Arena-only "may be voided" line; text last edited July 5, 2026, page updated September 7, 2026), retrieved 2026-09-23, support.skillz.com
- Skillz help center, How can I contact you?, article 203685879 (Contact Support path, REPORT A PROBLEM ticket, form fields, no phone support; edited October 4, 2024, page updated October 18, 2024), retrieved 2026-09-23, support.skillz.com
- Skillz help center, How to Access Your Game History and Locate Your Match ID, article 204372945 (updated February 9, 2025), retrieved 2026-09-23, support.skillz.com
- Skillz help center, How can I view my balance history?, article 204372965 (text last edited July 2, 2022, page updated November 1, 2023), retrieved 2026-09-23, support.skillz.com
- Skillz help center, How does Skillz player matching work?, article 211525983 (asynchronous matching, same conditions; edited December 2, 2025, page updated July 2, 2026), retrieved 2026-09-23, support.skillz.com
- Skillz, User Terms and Conditions of Service (Updated as of May 22, 2025), sections 8.1 Fees, 8.8 Refund Policy, 12 Disclaimers, 14.1 and 14.5, retrieved 2026-09-23, skillz.com/legal
- Skillz, Developer Terms and Conditions of Service (Updated as of December 16, 2025), section 1.1 (Skillz resolves User disputes about Competitions), retrieved 2026-09-23, skillz.com/legal
- Skillz developer documentation, Best Practices For Aborted Matches and Forfeits in Skillz Games (abort types, reconnection timer, abort rates; docs version 2025.0.50, no page date shown), retrieved 2026-09-23, docs.skillz.com
- Skillz developer documentation, Unlock Real Prizes, item 7 (aborted matches "often result in player refunds"; docs version 2025.0.50), retrieved 2026-09-23, docs.skillz.com
- Skillz developer documentation, Fundamentals of Real-Time Testing (reconnection timer expiry; docs version 2025.0.50), retrieved 2026-09-23, docs.skillz.com
- Apple Support, Set up a Focus on iPhone (iPhone User Guide), retrieved 2026-09-23, support.apple.com
- Android Help, Limit interruptions with Modes & Do Not Disturb on Android, retrieved 2026-09-23, support.google.com
- Atay Games first-party check: all 119 English articles in the Skillz help center, pulled through the public help-center API and searched for refund language, September 23, 2026 (no crash-refund limit found; the only crash-refund line is Arena article 50452309036308).
- Trustpilot, Skillz reviews (player experience only, paraphrased; reviews dated July 16, 2025, August 19, 2026 and September 10, 2026), read 2026-09-23, trustpilot.com
About this guide. This is general information based on Skillz's public help center, terms and developer documentation as retrieved on September 23, 2026, and Skillz can change them at any time. It is not legal or financial advice. We haven't run our own interruption tests on each game, and we make no claim that any mode pauses, resumes or reconnects. Skillz decides refunds and disputes under its terms. Real-money play is 18+ and availability depends on where you live. If gaming stops being fun, help is available from the National Council on Problem Gambling at ncpgambling.org or 1-800-522-4700.
Practice Free Before Your Next Paid Match
Free practice costs no entry fee. After a crash, a new phone or an update, play a free round first, then decide. Cash play is optional, skill-based and 18+.
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