Help centre

knowledge base

Having trouble with something? We're here to help! Check out some solutions to common issues in the sidebar to the left of your screen. If your issue is not listed here, or if you are still having problems, send an email to support@ppy.sh. Alternatively, consider posting your issue in the Help Forum, where someone will be able to help you.

Depending on what payment service you used (PayPal or Xsolla), there may be a slight delay in the processing of your payment before it reaches us.

Usually, these issues resolve themselves within a few hours, and our systems will automatically apply your tag to your account.

If it has been over 24 hours and you still do not have your supporter tag, please email support@ppy.sh and let us know about your problem.

Make sure to include any receipts that you received during the process (PayPal transaction IDs, Xsolla receipts, etc) - these help us a lot in tracking down what happened to your payment!

A person with a restricted account is temporarily or permanently prevented from interacting with the community in any meaningful way, including chatting, participating in multiplayer, and having their scores on leaderboards.

If your account has been restricted, you'll likely know why after a brief conversation with the support team.

In situations where we are absolutely assured that foul play or wrongdoing has taken place, we will ask you to wait out a period of three (3) months from the date of your last offense before we consider an appeal from you to let you back into the game.

Refer to Account Restrictions for more information on account restrictions and the appeal process.

Please use the password recovery page to reclaim your account automatically, provided that you still have access to the email you registered with.

If this does not work for you (or you do not have access to your registration email), please send an email to our support team with as much information as you can think of to help us identify you as the owner of your account.

Good information to include in this email would be:

The email address that you registered the account on, or any other email the account has been associated with since
Any receipts for purchased osu!supporter tags or other items from the osu!store
The last date you can remember being able to access your account normally
Any other identifying information that you think could be helpful (excluding scores or replays, those do not help us very much!)

Try using the password recovery page to see if your account's email is still valid.

If this succeeds, you will be able to reset your own password without the assistance of the support staff.

If this does not work for you, please send us a support ticket immediately to accounts@ppy.sh with as much identifying information as possible that will help us identify you as the owner of your account.

Emailing from your registration address is a huge bonus here, as well as any other information you can provide that only the holder of the account would know.

Please do not include replay or score data in your ticket - we cannot use this to verify your ownership of the account.

This typically happens when there are network issues between you and our servers.

There are a few things you can try to resolve this issue:

If you've forgotten what your password is, you can use the password recovery page to recover access to your account.

Disabling these before attempting to connect again will likely fix your issue.

Some VPN providers and proxy servers simply do not work with osu! for whatever reason.

We'll need a network.log file from you to figure out what's going on if neither of the above solutions work.

For information on how to get a network.log file to send to us, see log files.

Rarely, you might need to contact your Internet Service Provider (ISP) to inquire about these problems. Certain ISPs have historically had issues connecting to osu!, usually due to poor routing.

This is a temporary protection measure after repeated failures to access your account. Try signing in again after 10-20 minutes.

If this happens to you, simply wait for a while and try to sign in a little later.

A couple of hours, at the absolute maximum, will clear the status for most people and allow them to sign in again.

There might be an issue with your account's current email address.

If you remember your account's attached email address, or think you do, try visiting the Email section in account settings page to change your email address. Fill out the necessary fields and click Update when you're done.

If you have lost your account's password and are not receiving any password recovery emails, or you really cannot remember what email address you were using, please contact us at accounts@ppy.sh. Any information you have about your account (your username, any screenshots that show you signed in to the client, past transactions through the store or supporter payments, etc.) will be helpful!

Lastly, we are aware that some providers do not accept automated emails from us. If you are using any of these providers, please contact us by email and we'll change your email address for you:

att.net
bellsouth.net
free.fr
i.ua
laposte.net
sbcglobal.net
t-online.de

Yes, absolutely!

If you have purchased (or been gifted) a supporter tag at any point, you will be able to change your username once for free. This username change can be redeemed at the osu!store page.

At any point thereafter, you may purchase a username change to change your username to whatever you wish. However, each change will become progressively more expensive - the second will cost $8 USD, the third $16 USD, and so on, up to a cap of $100 USD. We do this to prevent people from abusing the system to change their names in rapid succession.

Please note that usernames must abide by our Community Rules in that they must not be broadly offensive to other users, overly provocative or otherwise inflammatory in any way. In addition, usernames that impersonate or assume the identity of major public figures (such as celebrities, politicians, etc.) are not allowed and will be forcefully reverted once we find out about them.

If you are only after minor capitalization or grammar/spelling changes, you can email accounts@ppy.sh to request a free name change to fix these issues. We will not charge you for these sorts of name changes, but you MUST do them through a support email. Keep in mind we will only perform this a limited number of times, so make sure you really want it!

Yes, but only under certain circumstances.

If a player has not signed in for at least 6 months and has no plays, their username may be claimed via the osu!store player name change page for the standard fee associated with username changes.

If that player does have any plays across all game modes, a non-linear function is used to calculate how much extra time is added to those 6 months. This is to prevent people from stealing the usernames of active or recently retired players.

Yes, but only under certain circumstances.

We grant free reverts for a user's direct previous username. Simply contact accounts@ppy.sh and request your name change reverted.

Changes to any other previous names must be purchased via the store.

We only grant this one time per account, so please consider carefully before requesting!

We only force username reverts for usernames we deem inappropriate or abusive.

If you find your recent name change has been undone, it may be because the username you changed to was abusive, inappropriate, or considered offensive. We will not perform the change again even if requested, but if you purchased it at the osu!store, we will offer a free change to replace it.

If the change was done with the free change that comes with a supporter tag, we cannot offer to change it again.

Under certain circumstances.

Your profile will show all your previous purchased name changes, but we only selectively remove the ones that may be an issue for you. If one of your previous usernames breaches your privacy (for example, if it contains your legal name) or can lead to your privacy being breached (via other websites), contact accounts@ppy.sh to request it removed.

We can change this for you, but only if you are actively living in the country that you wish to change to.

We determine your country as shown on your profile page from the area in which you first registered your account from.

If you create an account while on holiday in the United States, your account will show as belonging to the US - you'll even appear on the country rankings for the US too.

The support team can happily change your account's country upon request, but only if you are actively living within that country at the time.

To confirm this, the team will ask for proof of residency - be it the appropriate passport, drivers license for your country, or some other form of ID. This must be displayed in a picture next to your monitor with the osu! client open and signed in to your account.

We will never display this information to anyone else, and we encourage you to blank out any personal information (while still allowing us to determine which country the document is for!) if you are concerned about your privacy.

Unfortunately, no, you cannot.

If we were to allow everybody to make and play on multiple accounts, the ranked scoreboards would be nearly worthless!

Other games encounter this issue a lot with what is commonly known as "smurfs" - accounts with low playtimes and totals that inflate the rankings and prevent other users from playing competitively.

In osu!, we are very much against users having multiple accounts, and we enforce a strict rule of only one account per person, ever. You get to play on the first account you ever registered with us, and that's it!

If you currently have more than one account, please contact accounts@ppy.sh to get things sorted out.

Not at the moment.

We are considering extra 'score reset' purchases from the osu!store for the truly hardcore players who wish nothing but perfection in their stats, but as it currently stands, we cannot wipe an account's statistics for you.

This doesn't mean you can make a new account to do the same thing, either! Having multiple accounts is against the rules, and we will disable any such accounts that are brought to our attention.

For more information on account deletion, see: your rights and controls.

Caution: Account deletion is permanent, and therefore cannot be undone!

Yes, any user can request for their account to be deleted by sending an email to accounts@ppy.sh. Keep in mind that deleting your account is final, meaning that it cannot be reversed or undone. Deleting your account does not mean you can create a new account, as having multiple accounts is against the rules. This means you will no longer be able to use any of osu!'s online features.

Yes, absolutely. This includes shared PCs like netcafes or PC bangs.

So long as you are playing on only your own account, you can play osu! anywhere!

If you are playing from a public place, make sure to keep a close eye on your account security. Shared computers are often prime targets for malicious software.

You can see all maps you've played on the website.

If you have an active supporter tag, you can see all maps you have submitted a score on by going to the beatmap list page, clicking More Search Options, then selecting the Played filter. Alternatively, you can use this link to access the filtered page directly.

Unfortunately, we do not keep track of all maps a user has downloaded, so it is impossible to get a list of them. The closest you could be to it would be using the aforementioned filter to recover at least the maps you've played before.

Resetting osu! back to its default settings will fix this in most cases.

Follow these steps to restore osu! to its default settings:

Start osu! while holding down the Shift key on your keyboard.
Continue holding Shift until you see the osu! recovery dialog prompt.
When the osu! configuration dialog opens, click the reset settings button.
If you still aren't having any luck, open the dialog again and click repair osu!.

Make sure you are not running osu! in Windows compatibility mode, and that you also have a default web browser defined in your system settings.

This issue is sometimes caused by an interaction with compatibility mode, and can also be caused by the game simply not finding a default browser to open the web page link with.

To check or change if your game is running in compatibility mode under Windows, try the following steps:

Open your osu! installation folder and look for osu!.exe.
Right-click on osu!.exe and select Properties from the dropdown menu.
Navigate to the Compatibility tab.
Look for a checkbox titled Run this program in compatibility mode within a section titled Compatibility mode.
If this checkbox is ticked, click it once more to disable the functionality.
If your game is already open, close the client and reopen the game once more.

Under the vast majority of all circumstances, most Windows installations will have a default web browser set.

To check, try the following steps (under Windows 8 and above):

Open the Start menu.
Type default app settings into the search bar within the Start menu, and click the setting that appears.
Scroll down to the Web browser heading and check to make sure that a browser which you have installed is properly set.

This is usually due to issues with your PC, but can very rarely be caused by new updates.

osu! generally keeps itself up-to-date without any help, but sometimes things can go wrong.

We recommend restarting your PC as the first option. This will fix more issues than you expect it to, as far as computers are concerned, and osu! is no different.

Ensure your "release stream" is set to stable in the game options.

You can also try forcing the game to update.

This can be changed via the in-game options menu.

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type release into the quick-search to jump straight to the option.
Ensure the dropdown says Stable (Latest) to receive the latest stable build of the game.

You can force the game to update via the options menu.

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type update into the quick-search to jump straight to the option.
Click the Run osu! updater button.

You can also force the game to update by creating a help.txt file in osu!'s installation directory. This file does not need to contain anything; it just needs to exist, and the game will automatically force an update the next time it runs.

You have deleted or lost important system fonts that are bundled with the base Windows installation. This probably isn't the only issue you are noticing!

If you see this error when you try to open osu! or its updater, it means you deleted or otherwise lost important system fonts that ship with Windows. These fonts are used all over the Windows OS, so you can expect other assorted problems, such as wrong fonts, missing text, and other app crashes throughout Windows.

Here is a collection of common fonts used in different versions of Windows and across the web which should help:

Microsoft core web fonts (especially Arial, Times New Roman, Trebuchet MS, and Verdana)
Tahoma
Windows Live Essentials (Segoe UI)
Microsoft JhengHei (微軟正黑體) (Traditional Chinese UI font)

See this topic in Microsoft Answers for some more detailed advice, and other options on getting them back.

Make sure you are not grouping your beatmaps by anything in the top right of the screen (i.e. "grouping" should be set to "no grouping").

If you've just downloaded a map, you may want to try refreshing your beatmap list by pressing F5 at the song selection screen.

Make sure you are not limiting what maps are being displayed in the game options.

To check or change what beatmaps are displayed in the song select menu, try the following steps:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type song select into the quick-search to jump straight to the option.
Make sure Display beatmaps from is set to 0 stars, and that up to is set to 10+ stars.

Correct values of the Display Beatmaps setting

If none of these methods work, as a last resort you can try forcing your beatmap database to be recreated. Note that this will mark all your maps as "unplayed", so searching and grouping maps by fields that rely on date played will no longer work.

To safely force your beatmap database to be recreated, try the following steps:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Click Open osu! folder.
Close osu!.
Find the osu!.db file located in the folder you just opened.
Right-click on it, then click Rename.
Rename it to anything. It does not matter what you rename it to, as long as it is not "osu!". Then press Enter.
Relaunch osu!.

This is usually due to a faulty input device connected to your computer. Try unplugging any controllers or joysticks.

These issues may also be caused by applications which emulate or change keybindings, such as Xpadder or X-Mouse Button Control. If you use such applications for other games, disable them.

This can also happen due to issues with the numpad keys, as they can be used to scroll the song selection list. Pressing the NumLock key to disable the numpad and then pressing 9, 8, 3, or 2 on the numpad will fix the issue.

You may also wish to check for any jammed or damaged buttons on your peripherals.

You will need to extract the pack into your Songs directory.

Most beatmap packs come in a .rar file format, which means they are a compressed archive of beatmap files. You will need to extract them using your utility of choice (we recommend 7-Zip) to your 'Songs' directory first.

Once all of the .osz files from the archive are in the Songs directory, hitting F5 at the song selection menu will refresh the game's beatmap cache and load your new songs into the game.

Pressing Shift + Tab while playing will toggle the in-game HUD and allow you to see these elements again.

If you have changed the keybinding that toggles the scoreboard, this will not work. You can check which combination it is set to in Options -> Change keyboard bindings -> In-Game -> Toggle Scoreboard. Then you can substitute the key in place of Tab (for example, to make Shift + V).

There are a few reasons why this can happen. Read on below!

Reinstalling the game client will automatically clear all of your local scores.

These are, unfortunately, gone.

The scores you have submitted online are still there, however - simply redownload any song that you have played before, and your score will reappear.

Handy tip - if you are an osu!supporter, you can use the Ranked (Played) filter in the osu!direct panel in-game or via the beatmap listing page to find any maps that you have set scores on in the past.

Playing another game mode (osu!taiko, osu!catch or osu!mania) will swap the in-game score view to only show scores for that mode. This will hide your scores from other modes.

A common cause of this problem arises from playing maps of another game mode, which then automatically sets song selection to use that mode's scores until the mode is set back again.

You can change the game mode by clicking the Mode button at the bottom left of the screen in song select, then choosing the appropriate mode that you are looking for your scores in.

Scores can sometimes take a little while to download from the game servers if you've loaded lots of new maps at once.

Playing the game or doing something else will let the client catch up in the background.

This is a special feature called smoke and can be used to doodle on your playfield for fun. Anyone who is spectating you can see the things you draw as well.

The default keybinding for this feature is C, and it will work for as long as you hold the button down. You can rebind it at any time in the osu! section of the Change keyboard bindings options dialog.

Enter the post-game results screen by clicking the score in your local scoreboard, and hit the F2 button.

This will save your shiny new score as a .osr file in the /Replays/ folder within the default osu! installation directory.

osu! also automatically saves all replays after you complete a song under the /Data/r/ folder, also contained within the osu! installation directory.

Please note that if no replay was saved for the score you will not be able to retrieve a replay by doing this.

It's time to upgrade! Very old versions of the game aren't allowed to submit new scores, so you'll need to force an update by going into Options -> General -> Run osu! updater.

If this doesn't work, you can close osu! and restart the osu!.exe while holding down the Shift key. This will provide you with a few upgrade and repair options, one of which is to update your game to the latest version.

Oops! There's a few reasons why this can happen. Let's go through them:

If you were not able to access the Internet when finishing your score, it may not submit.

This can be frustrating if you play on an unstable connection, though the game will try its best to resubmit your score for as long as you leave the client open.

Some firewalls or anti-virus suites can block osu! from accessing the internet, which will prevent it from sending scores.

Check your software of choice to make sure that osu!.exe in the directory you installed the game in is allowed to access the internet.

Some can interfere with your ability to submit scores.

Try closing any extra programs before playing osu! if you find that your scores aren't submitting and you are not having issues with connectivity otherwise.

Sometimes the statuses of your beatmaps can get messed up, meaning the scores you set on them can't submit.

In the song select menu, check in the top left of the screen for any small icons (for example, a ranked beatmap should display a blue arrow icon in the top left). If your beatmaps do not display any icon, or display an incorrect icon, then your scores cannot submit.

This is what it should look like

Playing with the global leaderboard selected, rather than the local leaderboard, can help prevent this on a map by map basis. If a large number of your beatmaps, or all of them, are missing/have incorrect statuses, try forcing your beatmap database file to be recreated. You can find out how to safely do this above in the "Some of my beatmaps are missing!" section. After doing this, it may take some time for all of your maps to regain the correct status.

The answer is almost always yes, but check the osu! server status or the @osustatus Twitter to make sure everything is running smoothly on our end.

If the servers are offline, do not close osu! until we've fixed the issues and the servers come back up, and the game will try to submit your score again for up to an hour before it gives up.

Unfortunately, we cannot upload scores upon request.

If you were denied a score due to technical reasons or anything else, the best you can hope for is to repeat your display of skill and achieve it again. Sorry!

This can be due to sound processing software running on your machine, such as Razer Surround Audio. It could also be due to your Universal Offset being set incorrectly.

Try closing any extra programs which alter or influence the sound coming out of your computer. If this doesn't help, you could try to adjust your Universal Offset.

Every individual hardware configuration has a particular Universal Offset that determines whether you hear the game's audio a little later or earlier.

The default value works for most people, but if you find it isn't for you, you can change it by following these steps:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type offset into the quick-search bar. This will take you to the current universal offset your client is using.
Use the slider to adjust your universal offset. Alternatively, try using the offset wizard to help you with this process.

If this still doesn't help, you may want to try updating your sound card or motherboard audio drivers.

This is due to an effect called screen tearing and can be fixed by setting the in-game Frame limiter option to VSync.

This is a completely harmless (albeit ugly!) effect that happens because the game's refresh rate is not synced up with your monitor's refresh rate.

You can also try playing in Windowed or Borderless mode, which will use your operating system's native VSync instead.

Turning on VSync or playing in Windowed or Borderless mode will introduce a slight amount of input lag, unfortunately. For most people, this will not cause significant issues.

Later NVidia graphics cards have a global option in the NVidia Control Panel to set the global refresh rate to a setting called 'Fast', which will also fix this issue.

Ensure that osu! can properly access the internet through any firewall or anti-virus suites you have installed on your computer.

Here are a few ways of allowing applications to have internet access through several common anti-virus suites:

On most Windows installations, Windows Firewall will be the default firewall software.

To make sure osu! can access the internet, we will need to allow it to communicate through Windows Firewall. Here's how to check and add osu! to the program's list:

Open the Start menu.
Type allow an app into the search bar within the Start menu.
You should see a Control Panel match titled Allow an app through Windows Firewall. Click it.
A panel with a large list of applications with two checkboxes beside them will open. Click on any application, and then hit the o key. The list will scroll down to all applications beginning with 'o'.
Look for osu! or osu!.exe.
If neither are present, click Allow another app at the bottom of the panel and search for your osu! installation directory, and choose osu!.exe.
Make sure both Private and Public checkboxes are ticked. Click OK to save your settings and try again.

Please consult AVG's official knowledgebase entry on the topic for detailed instructions on how to do this.

Please consult Kaspersky's official help article on adding applications to the Trusted Zone.

Please consult McAfee's official knowledgebase entry on the topic.

We will need extra information from you to help sort this out.

If you are still having issues connecting to our game servers, please submit a support ticket by sending an e-mail to accounts@ppy.sh. The following information will help us resolve your issue quickly:

A trace route output log from the command tracert for the servers cho.ppy.sh, osu.ppy.sh and m1.ppy.sh (see below for instructions)
The network.log file from the Logs folder in your osu! installation directory

A trace route will help us detect exactly where the problem is between you and our servers.

You can perform a trace route by opening Command Prompt and running the command tracert.

To open the Command Prompt, press and hold the Windows key and press R, and then type cmd and click OK. For more information, see this Windows knowledgebase article..

You can then type the trace route command into the console. For example, the command tracert cho.ppy.sh will track how your computer connects to the game server over the internet. Tracing routes takes a little time, sometimes upwards of a minute or more depending on your connection.

We will need the results from a trace route for command for the following servers: cho.ppy.sh, osu.ppy.sh, and m1.ppy.sh.

To copy the results of the command, simply click and drag from the bottom of the output all the way to the top so that the information turns white, then right-click to instantly copy it to your clipboard.

The servers could be having issues.

Check the osu! server status page to see if there are any ongoing issues with the servers.

This can also happen if you are using a shared internet connection, a proxy, or VPN.

Try using another proxy or VPN provider - if all else fails, send in a support ticket via mail to accounts@ppy.sh.

If you are not using any of the above, then you will need to send in a support ticket, as your connection has likely been blacklisted in error.

Tor or networks associated with the Tor relay will not connect to the game servers for the most part. Although we neither condemn nor endorse the use of Tor, we enforce this policy to avoid any potential bad actors using Tor.

You will always appear white to yourself on the in-game client. Other users will see your glorious yellowness, though!

This helps to identify your own messages from everyone else's. There is no option to disable it at this time.

The easiest way is to change your frame limiter settings.

To check what your frame limiter is set to, follow these steps:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type frame into the quick-search to bring up the frame limiter options.

If your frame limiter is set to Unlimited, you may notice a significant improvement by changing it to one of the other three options.

VSync will run the game at a refresh rate equal to that of your main monitor, whilst Power Saving and Optimal will run the game at twice and 8 times your monitor's refresh rate, up to 960Hz.

We recommend using VSync in situations where heat is an issue.

You may also wish to look into utilities that allow you to control the speed of your CPU and GPU fans manually.

Most of the time, this is due to overheating of one or more of your computer's components, usually your graphics card or CPU.

To figure out what is causing this, we recommend you use a GPU/CPU temperature monitor and keep an eye on it as you play osu! in the background. A good choice of program to use for this would be Piriform Speccy.

If you notice either your GPU or CPU temperature exceeding values of 90C or 194F, your computer is running very hot and dangerously close to most automatic shutdown thresholds.

The most common cause of forced restarts after overheating issues is sound card problems, followed by malfunctioning peripherals attached to your computer.

Old sound card drivers or software can cause problems with osu!, but this is not an issue for most people. Try updating your sound card or motherboard drivers.

You may also wish to try removing some of the peripherals attached via USB to your computer, especially if they interact with sound in any way. Headphones or USB sound cards can sometimes cause problems if they or the port they are in begins malfunctioning.

If none of this helps, please send in a support ticket to accounts@ppy.sh with more information on the issue - including your computer's technical specifications, model (where appropriate), and any other information you think may help us discern the cause of your problem.

This is due to a hardware issue common to most keyboards called ghosting.

Ghosting is a somewhat complex topic, but essentially boils down to issues with the way your keyboard is made that prevent it from sending inputs from more than a few keys at once from certain places on the board.

Most newer keyboards will allow up to 6 keys to be held down at once, albeit in random combinations.

You can test your keyboard's ghosting limits by using drakeirving's Anti-Ghosting utility.

While the Ranking Criteria for osu!mania tries to alleviate the issue of ghosting by not allowing more than 6 notes to be active at any one time, you may encounter this issue if your keyboard is older.

The only true solution is to purchase a keyboard that can support more concurrent keypresses, in that case. You may wish to look for a feature known as n-key rollover (or NKRO). NKRO keyboards do not have issues with ghosting for the most part, but are usually expensive.

The most common cause of this is having your in-game mouse sensitivity set too high.

Jumpy, erratic movement is a prime example of this, particularly if you are using a tablet.

Setting the in-game sensitivity to 1.0x (which is the default) will fix this in most cases, but may leave your cursor feeling sluggish. We suggest enabling raw input in the game options and using the drivers for your peripheral of choice to alter sensitivity.

You may also wish to adjust the DPI setting of your mouse, if you are using one. Higher DPI settings provide more accurate positioning to the game client and may smooth out any jitters.

We also suggest ensuring your peripherals are clean and free from dirt or debris. A hair or bit of dust in front of a mouse's optical sensor can do very strange things to the way a cursor moves.

Raw input forces the game to use a cleaner and more direct means to access the information from your peripherals. This generally increases the accuracy of the output from the device.

To enable raw input, follow these steps:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type raw into the quick-search to jump straight to the option.
Click the Raw input setting to enable it.

You can solve this problem by defining a smaller tablet area for your device.

On most Wacom tablets, this is done via the Mapping tab of the Wacom Tablet Properties application.

Wacom Tablet Properties screen showing Mapping options Interface for changing tablet area on Wacom devices

You will need to consult your tablet's manufacturer to find out how to set your tablet area for your particular peripheral.

All osu! branded tablets support raw input by default, and may have their sensitivity easily adjusted on the fly by using the raw input option in-game and using the mouse sensitivity slider.

There are many reasons why the game may perform inconsistently, from programs on your computer, to out-of-date drivers, or simply having some settings too high.

Some background processes can fight with osu! for resources and make the game very unpleasant to play.

Try closing some programs that you do not need open while playing the game and/or all of them.

Viruses, spyware, malware, or other unwanted software can cause serious performance problems for even high-end computers.

Keep your computer clean and safe and you might notice an improvement. Try running a virus scan on your computer to find and eliminate such issues.

Very old computers that use even older Intel Integrated graphics chipsets may not be powerful to handle osu! at all, even on the lowest settings.

The only way to deal with this one is to upgrade your computer!

Old drivers can cause serious performance issues. Make sure you keep all of your drivers up to date for everything wherever possible.

Graphics card drivers are particularly important for osu!, as well as sound card drivers.

Connecting too many devices to one port via a splitter can cause input lag which is hard to detect but can seriously throw off your game.

An easy solution to this is to try unplugging your USB hub briefly. If your lag disappears, you know why!

Both windowed and borderless mode introduce a considerable amount of input delay. Fullscreen is optimal for the smoothest gameplay experience.

Sometimes background processes or other applications on your computer can send big requests for resources all at once, which will make your machine struggle.

This usually clears up after closing everything non-essential before playing osu!. Torrenting software is a big culprit for this, especially if it shares space with the drive that osu! is installed on.

Sometimes after a game update, the client may struggle for seemingly no reason.

If you have a lot of beatmaps, please wait at least 10-15 minutes before blaming the lag on the update. The osu! client may be reprocessing your maps to calculate their difficulty.

If it doesn't resolve, a reboot can sometimes help.

If you are still having lag spikes or stuttering during gameplay, have a look through the performance troubleshooting guide for more related problems and their solutions.

The vast majority of the time, this is due to a high number of tickets coming into our system at once.

You can always send a single reply to your currently open ticket asking about the state of your case, but make sure not to do this more than once or twice a week. You can also contact us on Twitter at @osusupport to ask about your ticket.

In rare circumstances, support tickets from chronically offending users may be deliberately ignored, though the team will always tell you when they will no longer be responding to you first. If you have not received a notification like this, you do not need to worry about it!

Yes, absolutely.

In the event that another user is harassing you via private messages either on the forums or via the game client itself, there are a few steps that you can take yourself to filter out their messages.

To block a user from sending you messages in-game, simply add them to your ignore list.

Click the Options menu button in-game
Type 'ignore' to filter the options listing to the "Chat Ignore List" section.
Add the offending user's username to the list, separating each new user with a space, and replacing any spaces in their name with underscores (A user called The Gatekeeper becomes The_Gatekeeper for example).

You'll no longer see public chat messages from any users on that list, or receive private messages from them.

If you wish to ignore highlights, private messages, or public messages, you can simply append respectively @h, @p, @c to their username. The_Gatekeeper@c will ignore the user's messages in public channels. It is possible to combine those: The_Gatekeeper@ph will ignore highlights and private messages, but leave public messages visible.

If you wish to prevent anyone not on your friends list from sending you private messages, follow the following steps. Please note: moderators are not affected by this functionality and can always PM you. If you feel a moderator is harassing you in spite of this, you should contact our support team.

Click the Options button on the main menu, or press Ctrl + O.
Type "block" to filter the options listing to the "In-game Chat" section.
Click on the setting that appears to enable it.

Users who are not on your friends list can no longer contact you.

Go to your account settings and click block private messages from people not on your friends list in the Privacy section. Private messages from users in your friends list will still reach you.

Never fear, our support staff will help you out.

If a user is still harassing you via other means, or using their friends or someone else to circumvent your effort to block them, please send us an email at support@ppy.sh.

Make sure to include any chatlogs or other evidence in the email, and our support staff will look into your case and get it sorted for you.

Me! pages, or userpages, are special profile elements that all players with a supporter tag get access to. They can contain whatever you like - pictures of your achievements, your beatmaps, basically anything you wish!

Players with a supporter tag are given the privilege of editing their very own page for display on their profile for the world to see. Me! pages may contain anything you like - so long as it follows the community rules!

Even if your supporter tag happens to run out, your Me! page will remain visible and you will still be able to edit its contents.

This can happen if your Me! page had inappropriate content on it as defined by our community rules.

In such cases, you may open up a ticket with the support team by emailing accounts@ppy.sh and discussing your situation with them.

If at any point you are in doubt as to whether something is appropriate for a Me! page, you may message any of the members of the Global Moderation Team with what you plan to put up and they'll let you know if it's okay.

Yes. We require your email address to send you password reset requests and verification codes when needed.

If you have trouble connecting via the game client, please check your firewall and anti-virus settings to make sure osu! isn't being blocked.

If you ever lose your password or cannot access your account, your registration email is our first point of contact with you.

You might be looking at your stats for another game mode!

If you have been inactive for a lengthy period of time and your statistics are shown wrong, simply play a few maps to display them again. Inactive users have their scores hidden to keep the rankings fresh.

Main Page: Installation

Simply click Download found at the center of the official osu! website homepage. You may also find the link through the home dropdown section found at the navigation bar on any page.

Alternatively, click here for a direct link to the download page.

Main Page: Registration

Download osu! through here, then run it. The game will prompt you with a section where you can create an account.

Make sure you provide an email address you have control over. This is used to reset your password and send verification emails when needed. Do not use a throwaway email.

You can do this through the in-game editor.

To upload your beatmap, go into the editor and hit File > Upload Beatmap.

This will make your beatmap available for others to download on the website. Updating a map is the same process for a map that has already been uploaded.

Each user has a limited number of maps they can simultaneously upload. Leaving a map inactive for a month (28 days), by not updating it, will send it to the Beatmap Graveyard. To revive a beatmap from the graveyard back into a Pending or WIP status, update it.

This can happen if the creator of the beatmap is not properly set within the beatmap files.

In the editor, click File in the menu, then Open .osu in Notepad. Check the line Creator: under the Metadata section and make sure that it's set to your exact username, capitalisation included.

If it isn't, manually change it for every difficulty in your beatmapset, reload the beatmap, and you should be able to submit it.

If you are still having issues or want more information on this, have a read through the BSS issues page.

The number of slots available depends on the number of ranked maps you have.

By default, every user has 4 pending slots. One slot is added for every ranked beatmap the user owns (up to 2). Being a supporter grants you a total of 8 pending slots. One slot is added for every ranked beatmap the user owns (up to 4).

The team does not take requests to manually delete uploaded beatmaps.

You can delete your beatmap yourself by waiting for it to decay to the beatmap Graveyard, which it will do so after a month (28 days) without updates.

Once your beatmap is in the Graveyard, you can delete it yourself by going to the Discussion page of your beatmap and clicking the Delete button that appears on the right side of the screen after scrolling down.

Note: These products are no longer available for purchase from the osu!store.

You can use the osu!keyboard configuration utility, available from this link.

Simply extract it to anywhere on your computer, and run the executable!

The rest should be self-explanatory.

If you have any further issues, please feel free to submit a ticket to support@ppy.sh detailing your problem.

This can be due to a few reasons - corrosion between the LEDs and the mainboard, or in certain circumstances with earlier models, faulty LEDs.

Please contact store@ppy.sh for further inquiries.

Rubbing the base of the LED connectors with a small square of aluminium foil will remove most of the residue caused from corrosion.

Corrosive residue usually appears to be blackish-grey, or may appear as strange stains on the metal.

Removing this residue may restore your LED to working condition. If it does, you know how to fix it next time!

This can be tricky to troubleshoot since the osu!tablet is a two-unit solution (the tablet and the pen).

Given that the osu!tablet is a two-unit solution (e.g. tablet and pen), it can be difficult to tell which unit is experiencing issues when things go wrong.

To find out, perform the following steps:

Follow these steps to check to see if your tablet device is functioning normally:

Safely remove the tablet device from your system, and unplug the cable.
Gently plug the cable back into a USB slot on your system.
If the tablet is functioning, the light slot on the face of the tablet will flash green momentarily then fall dark. This is normal behaviour.

If the tablet's light does not flash, try using a different USB cable - the ones included with the tablet can sometimes be damaged during transit or after extensive use.

Please contact store@ppy.sh for further inquiries.

Follow these steps to check to see if your pen device is functioning normally:

Unscrew the grip from the body of the pen, exposing the battery on the inside.
Remove the AAA battery from the pen.
Replace the battery with a brand new AAA battery. Verify that the new battery functions in another device first.
Ensure that the battery's positive and negative ends are appropriate in the pen. There are markers on the device that display marks telling you which end goes where.
Screw the grip back onto the pen.
Depress the button on the back end (eraser end) of the pen until it clicks.

If your tablet unit is functioning properly, placing the pen near the tablet will make the cursor on your screen move.

Please contact store@ppy.sh for further inquiries.

This is a known issue with one of the very first shipments of the osu!go USB sticks, and comes down to the device not being formatted in a manner that works with all PCs.

Despite how complex this may sound, it's actually very easy to fix.

First off, download the package containing the osu!go default files and save it somewhere on your computer.

Follow these steps to prepare your osu!go device under Windows:

Open the Start menu.
Type disk management into the search bar. This will bring up the Create and manage hard disk partitions section of the Control Panel.
While in the Disk Management view, make sure to follow these instructions VERY closely and ONLY apply them to the osu!go device. You can potentially lose data if you fiddle around in this dialog.
Check to see what state your computer recognizes the device as being in.

This will appear like this in the Disk Management dialog.

To fix this, ensure you have the osu!go device selected, right-click on the RAW partition, and select the Format option. Choose either NTFS or exFAT under the File System dropdown.

exFAT will work with more devices, but is slightly slower.

You will need to partition the device from scratch.

Please follow this guide for details on how to do that.

You're almost done!

Unzip the archive we asked you to download earlier (osu!go.zip) into the osu!go drive and you're done!

If you encounter any issues with this process, please send an email to store@ppy.sh and we'd be happy to help you out.

Log files are detailed recordings of what the game client is doing at any given point in time. We can use them to help determine what is causing your issue.

These files are extremely handy to have and can make solving even very complicated issues trivial.

If a support team member has asked you for these logs, here's how to get them:

Open osu!.
Click the Options button on the main menu, or press Ctrl + O.
Type release into the quick-search bar. This will take you to the current release stream your client is using.
Make sure it is set to Cutting Edge (Experimental).
Click the restart button that appears at the bottom of the screen if you made any changes to the release stream to apply them.
Go to the Options menu again and click Open osu! folder.
Find the Logs directory in the window that opens.
Select the log file required (the support representative will tell you which), and attach it to your support ticket or forum post.

Event Viewer is a built in component of Windows which can be used to find crash logs when osu! does not provide you with any. These crash logs can be used to help determine what is causing your issue.

When having problems with osu! crashing, if osu! doesn't give you a crash log the only place to find one is through Event Viewer.

If a support team member has asked you to find a crash log in Event Viewer, here's how to do it:

After osu! has crashed, press Win + R to open the run box.
In the run box type eventvwr and press Enter. This will open the Event Viewer.
In Event Viewer, on the left, click Windows Logs and then Application.
On the right, click Filter current log.
On the filter window that opens, make sure you have the Error box checked and click OK.
Press Ctrl + F and type osu! in the find box. It will find the first crash log from osu!.
Go into the Details tab, expand System and Event Data by clicking on each of them.
Copy the text from there and paste it into your support ticket or forum post.

The Frame Time Graph is a feature of osu! that can help us gather more useful information on performance issues you may be experiencing.

When faced with tricky performance issues in osu!, the Frame Time Graph is a good tool to help us diagnose the issue at hand, and help you find a solution to the issue.

If a support team member has asked you to take a video or screenshot with the Frame Time Graph open, here's how to do it:

Open osu!.
Press Ctrl + F11 to open the Frame Time Graph.
Trigger or wait for the performance issue to occur.
Take a screenshot by pressing Shift + F12. This will upload the screenshot to the osu! servers and will open the screenshot in a web browser tab.
Copy and paste the link provided into your support ticket or forum post.
Close the Frame Time Graph the same way you opened it, by pressing Ctrl + F11.

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Don't have an account?

Contents

Account

Supporter

I've paid for a supporter tag, but still have not received it!

Restriction

What is "restricted" mode, exactly?

Sign-in

I've forgotten my username and password!

My account has been stolen!

What is this 'Bancho authentication error' I keep receiving?

Have you entered your password correctly?

Are you using any proxy servers or VPNs?

I'm still getting the error!

The website is telling me that I have tried to sign in too many times!

I'm not receiving any emails from osu!/I forgot my email address!

Name Changes

Can I change my account's username?

Can I take another player's username?

Is it possible to change my name back or revert to my old username?

My username has been changed back/reverted!

Can I remove my previous usernames/delete username history?

Other issues

The flag on my account profile is wrong!

Can I make more than one account?

Is it possible to start over or have my account's statistics wiped?

Can i delete my account?

Can I play on a computer that another osu! user has used before?

Can I get a list of all maps I've played or downloaded?

Client

Bugs & crashes

I have changed my settings, and now I can't start osu! or it freezes!

osu! freezes when I click a link or multiplayer map!

Is your game running under Windows compatibility mode?

Do you have a default web browser set?

My game will not update properly!

Changing the release stream

Forcing osu! to update

I get an error about "font styles" when I try to open the game!

Some of my beatmaps are missing!

My song list keeps scrolling!

I downloaded a beatmap pack, but osu! is always trying to "repair" the file!

Gameplay

My combo counter, score display, or accuracy display is missing!

My local scores are missing!

Have you recently reinstalled the game client?

Are you set to the correct game mode?

Have you recently downloaded a large number of maps? (ie: a beatmap pack or bundle)

What is this white trail or smoke-like line behind my cursor?

How do I save my own replay of a score I just made?

osu! is telling me that my game client is too old!

My scores aren't submitting!

Were you connected to the Internet while playing?

Is osu! allowed in your local firewall or anti-virus suite?

Are you running lots of programs in the background?

Are your beatmap statuses correct?

Are the score submission servers up?

Can you upload a score I set for me?

The notes seem out of sync or out of time with the music!

My game looks glitchy, like the graphics are torn!

Online features

I can't sign in or connect to the game at all!

Allowing a program through Windows Firewall

Allowing a program through AVG Firewall

Allowing a program through Kaspersky Security Center

Allowing a program through McAfee

I've added osu! to my firewall but I still can't connect to the game!

Running a trace route to troubleshoot connection issues

I received a server-side error when trying to play online!

I became an osu!supporter but my name isn't yellow in-game!

Performance

How can I make osu! run cooler if my computer is overheating?

My PC reboots while playing osu!

My computer isn't overheating, but the game still causes my computer to reboot!

It's still happening!

I can't hold more than a few keys at once while playing osu!mania

My cursor goes crazy whenever I try to play osu!

Enabling raw input