Community Management
Why New Players Quit Early in Free-to-Play (F2P) Multiplayer Games: Seven Key Reasons
Allan Jeremy
22/10/2025
Most free multiplayer games struggle with low retention and high churn rates, often leading to their ultimate demise. Here are a few reasons why players may stop playing your free-to-play multiplayer game within days, and what you’re missing.
Toxic Community and Harassment
67% of players say they would quit a game if they encountered toxic behavior. For example, in VRChat, new users have reported being told to “leave” a lobby just for having a newbie tag, due to veteran players assuming all “visitors” are trolls. Likewise, a first-time Apex Legends player described being yelled at by teammates and even messaged cross-platform after a casual match. After two such games, they “decided to just get off”. Surveys also show that over half of female gamers have stopped playing a title because of harassment or a toxic community.
At Doge Labs, we have observed that an 84% reduction in toxicity resulted in a 37% increase in D30 (Day 30) player retention in our game, Animal Rivals. We have invested heavily in automated moderation (we have a small team and we’d prefer to focus on making great games), which is why we built PlaySafe.
Poor Onboarding and Tutorial Experience
If your players don't know how to play your game and you don't teach them, they will stop playing. Many free-to-play (F2P) games struggle to teach new players the basics in an engaging and accessible way. Some games can also lose players in the opposite direction by creating confusing tutorials that are either dull, overly informative, or simply lack guidance.
In a nutshell, here’s how you make a great onboarding/tutorial experience that makes new players feel right at home:
Reduce friction and introduce mechanics one at a time: Data shows that most players leave free-to-play (F2P) games within the first few minutes if they are overwhelmed. Introduce one mechanic at a time, using clear visual cues, and gradually unlock features rather than presenting everything at once. This prevents information overload and helps players focus on learning core gameplay.
Teach through gameplay, not isolated tutorials: Research indicates that players retain information better when they learn by doing. Break down complex systems into simple actions that lead to quick wins, then build on those foundations. Teach new features within actual gameplay rather than through separate tutorial screens to maintain engagement and context.
Focus on the "why" rather than just the "what": Creating emotionally engaging situations helps players stay invested in the learning process. Instead of simply listing what players need to know, show them why it matters through engaging scenarios. This approach encourages players to experiment with strategies and builds long-term retention.
Respect player autonomy with skip options: Player data indicates that forcing tutorials on experienced players can lead to frustration. Offer skip options for those familiar with the genre, and provide optional advanced tutorials for players who want a more in-depth understanding. Utilize in-game analytics to pinpoint common pain points and offer contextual hints tailored to player actions.
Monitor retention metrics during onboarding: Only 28.60% of players return after the first day in free-to-play (F2P) games, with retention rates dropping exponentially over time. Track where players drop off during onboarding, measure task completion rates, and use this data to iterate on your tutorial design. The first few minutes are critical—most players who leave never return.
Lack of Engaging Early-Game Content
Do not save all your best game content for the end-game. Why? Because most new players may not reach the endgame. Even if a player understands the basics, they won’t stick around if the early-game content fails to hook them. New players tend to leave due to a straightforward thing: boredom. Games that require a significant time investment before the fun begins are at risk of being overlooked. Historically, some MMOs required players to grind for several hours to unlock engaging content — a model that modern audiences won’t tolerate.
Your game should always offer engaging content from the beginning. If the initial content feels bland or repetitive, players will likely conclude that your entire game is of a similar quality.
Skill Gaps and Matchmaking Frustrations
In multiplayer games, especially those with Player vs Player (PVP) content, matching new players with veterans can cause new players to quit. Veterans often feel that there’s no challenge when playing against new players. New players may find the game too difficult because they are easily one-shotted by veterans.
While there’s plenty of research on this topic, the data is precise: mismatched skill levels are a major driver of player churn in PVP games.
The Impact of Skill Mismatches on Player Retention
Research consistently shows that matching new players with veterans increases churn rates for both groups. A study published in the National Library of Medicine found that players matched with opponents of significantly different skill levels were far more likely to stop playing. The frustration works both ways:
New players feel overwhelmed and conclude the game is "too hard" or "unfair"
Veteran players become bored with unchallenging matches and lose interest
The consequences of poor matchmaking are severe. When Blizzard and Call of Duty teams conducted experiments loosening their skill-based matchmaking (SBMM) constraints, the results were dramatic:
Quit rates increased by up to 80% for regular players (the middle 60-80% of the skill distribution)
Day-7 retention declined significantly across 90% of the player base
Only the top 10% of players showed improved retention when SBMM was loosened
Blowout matches increased across all skill levels, which negatively correlated with self-reported "fun"
Research-Based Best Practices for Matchmaking
Based on extensive research from major studios and academic studies, here are proven strategies to reduce skill gap frustrations:
1. Implement Protected Matchmaking for New Players
Create separate queues or phases for players in their first 10-20 matches
Shield new players from veterans until they've learned core mechanics
Gradually transition players to the general population as they gain experience
2. Use Soft Skill Ratings with Confidence Intervals
Don't rely solely on win/loss records—track performance metrics like accuracy, objective completion, and survival time
Use uncertainty ranges for new players (wider matching bands) that narrow as the system learns their actual skill level
Update ratings frequently in early matches, then stabilize for experienced players
3. Prioritize Match Fairness Over Queue Times
Research shows players prefer waiting slightly longer for balanced matches over quick but unfair games
Set maximum skill difference thresholds that widen gradually if queue times exceed acceptable limits
Display expected match quality to players so they understand why they're waiting
4. Create Separate Ranked and Casual Modes
Ranked modes should have strict SBMM to ensure competitive integrity
Casual modes can have looser constraints, but should still avoid extreme mismatches
Consider "protected casual" queues for newer players who aren't ready for ranked play
Actionable Tips for Reducing Frustration and Retaining Players
To keep both new and veteran players engaged:
For New Players:
Provide clear feedback on skill progression beyond just wins/losses
Offer optional "training grounds" where they can practice against bots before facing real opponents
Celebrate small victories and improvements, not just match wins
Consider temporary buffs or handicaps in early matches to prevent discouragement
For Veteran Players:
Offer ranked modes with visible progression systems (leagues, divisions, etc.) to maintain challenge
Provide rewards for mentoring or playing with newer players in designated modes
Create high-skill tournaments or events that offer prestige and recognition
Ensure matchmaking prioritizes finding similarly skilled opponents, even if it means longer queue times
For All Players:
Be transparent about how matchmaking works—players are more patient when they understand the system
Monitor and display match quality metrics (skill balance, connection quality) post-game
Collect feedback specifically about match fairness and adjust algorithms accordingly.
The best way to gather feedback is to ask your players in-game through in-game polling. Something that PlaySafe can help your game do (and you can start for free)
The research is unambiguous: skill-based matchmaking isn't just a "nice to have"—it's essential for player retention. Games that fail to protect new players from being stomped, or that fail to challenge veterans, will see both groups leave. By implementing research-backed matchmaking practices, you can create a more enjoyable experience that keeps players engaged for the long term.
Game balancing issues - Unfair advantage
Perceived unfairness in game design or monetization will quickly sour new players. If your game makes new players feel powerless or disadvantaged, they won’t stick around. Common culprits include pay-to-win elements, overpowered characters or weapons that require extensive playtime, and steep power curves.
In free-to-play titles, newcomers are very sensitive to any hint of “Free-to-Pay” design – for example, if core gear or abilities are locked behind micro-transactions or an absurd grind. If non-paying players are given too few resources to progress, they will soon become frustrated, leading to them leaving the game.
A classic example is a shooter where default guns are weak and significantly better weapons require either heavy grinding or purchases; a newcomer getting repeatedly killed by someone wielding a premium weapon will understandably feel the game is unfair. To resolve this, you can combine fair matchmaking (which matches players of equal skill with each other) with well-balanced equipment.
Research-Based Tips for Weapon Balancing
Define unique weapon roles and avoid overlap: Each weapon type should serve a distinct gameplay function and niche. Research shows that player retention increases when weapons have clearly defined roles rather than overlapping capabilities. For example, Shotguns should excel at close range, while assault rifles dominate mid-range combat, and sniper rifles are optimized for long-distance engagements. When weapons blur these lines, players experience a decrease in strategic depth, and engagement drops (based on a 2023 Call of Duty Mobile weapon balance study).
Use in-game data and player feedback to tune weapon parameters: Weapon balancing should be an iterative process that relies on telemetry data such as usage rates, win rates, and kill/death ratios, combined with feedback from both casual and competitive player communities. Studies have demonstrated that data-driven balancing approaches lead to more sustainable and equitable gameplay experiences. Track which weapons are over- or underperforming, and adjust parameters like damage, recoil, and range accordingly (Fox, Purdue framework for weapon balancing in multiplayer FPS games, 2020).
Test weapon changes in controlled environments before rolling them out live: Best practices include using public test servers (PTS) or conducting targeted player surveys to assess the impact of balance changes before implementing them in the live game. This approach helps identify unintended consequences and reduces player frustration from sudden meta shifts. Gradual, tested changes maintain player trust and allow the community to adapt to new balance states (PUBG Weapon Balancing Methodology, 2021).
Technical issues and Performance problems
Nothing destroys a first impression like technical issues. However, getting your game in front of players sooner, rather than later, is better for your game in the long run. That being said, it is often better to focus on polishing the mechanics of your game rather than polishing the art in the beginning. Another factor that causes players to stop playing your game is poor performance. Nothing breaks immersion like the frame rate of your game dropping down to a measly 2FPS during a PVP encounter. Repeatedly ignoring performance and technical issues will cause players to leave your game for one that runs more smoothly and is more enjoyable.
How to fix technical issues & performance problems in your game
Constantly monitor and log crashes and performance drops through profiling.
Test your game on the lowest-end hardware you intend to support.
If you are making a VR game, make sure that your game runs just as smoothly on newer hardware as it does on older hardware (if you intend to support those)
Unreal Engine, Unity, Godot, and most other game engines have built-in profilers to help you monitor the performance of your games.
Invest in a good observability platform for your game - so you know what’s going wrong and what’s working well.
Collect feedback from your players on performance and game feel
Sometimes, the numbers might look good, but the game feels slow to your players. Use in-game polling to gather feedback directly from your players.
Developer Neglect and Poor Communication
Finally, new players often gauge a game’s future by how responsive the developers are. If they encounter unresolved issues early on or feel that the studio isn’t listening to their feedback, they may preemptively churn. Players need to know that their concerns will be taken seriously and addressed.
Maintaining open communication with the community is crucial for retaining players.
PlaySafe is a suite of AI community management tools designed for game developers, automating community moderation and engagement. If you are looking for the best-in-class, proven, and cost-effective way to moderate your community while increasing player engagement, request free access to PlaySafe today.
