Support
Found a bug, your purchase never arrived, or someone is out of line? Talk to the team through Support. Each subject becomes a ticket, and the conversation stays there until the case is solved.
Where it is
The Support button sits in your account menu, in the top right corner: click your trainer and pick Support. On mobile it is also in the More menu.
When the team replies, the button gets a red badge with the number of new replies. The badge clears when you open the conversation.
Opening one from Discord
You can also open a ticket without logging into the game, straight from our Discord server. The Our Discord button sits at the bottom right of the screen, right above the help button. On mobile it lives in the navigation menu.
The ticket channel has a panel with one button per category. Click the button for your case, fill in the subject and what happened, attach screenshots if you want, and that is it. The game opens a private thread just for you right there, and the team's reply lands in it.
It is the same ticket: it joins the same queue and is read by the same people. Opening it in both places does not help, it only delays your answer.
Nobody types loose messages in the ticket channel: it only holds the panel. Writing there opens no ticket, so use the button. After that the whole conversation happens in your thread, and you reply there as usual.
Opening a ticket
Click Open ticket and fill in three things:
1. The category. Pick the one closest to your case:
| Category | Use it when |
|---|---|
| Bug | Something broken, stuck or behaving wrong |
| Account | Login, name, punishment, recovering access |
| Purchase | Safira, scroll or an item that never arrived |
| Report | Another player's behaviour |
| Suggestion | An idea for the game |
| Other | Nothing above fits |
2. The subject. One line that sums up the problem, up to 90 characters.
3. What happened. This is the part worth your time, up to 4000 characters.
How to write a good report
A well written report gets solved in one reply. A vague one needs three rounds of questions before the team can even start. Always tell us:
- What you did right before the problem showed up.
- What you expected to happen.
- What actually happened.
- What time it was, even roughly.
- Whether it happens every time or just once.
Attaching a screenshot
In the form and in every reply you can attach screen images. This works on Discord too: the ticket form has an image field, and screenshots posted in your thread reach the team just the same. The limits below apply in both places.
| Limit | Value |
|---|---|
| Images per message | 3 |
| Size of each image | 5 MB |
| Accepted formats | PNG, JPG, WEBP |
What the game sends along
When you open a ticket, the game automatically attaches a summary of your account at that moment: your level, your balances, the region you were hunting in, your lead pokémon, the game version and the browser you use.
This exists so the team does not have to ask you those things one by one. You do not need to fill in any of it.
Following the reply
Every ticket shows where it stands:
| State | What it means |
|---|---|
| Received | It reached the team and is in the queue |
| Under review | The team is investigating |
| Waiting on you | The team asked for more information |
| Answered | The team replied, read the message |
| Solved | The case was closed |
| Closed | The ticket was shut for good |
You can reply on a ticket at any time while it is not closed. If a ticket was already Solved and the problem came back, just reply on it: it reopens by itself.
Once the subject is settled, you can click Close yourself.
Limits
To keep the channel usable, a few limits apply:
| Limit | Value |
|---|---|
| Tickets open at the same time | 3 |
| Wait between opening one ticket and the next | 10 minutes |
| Wait between one message and the next | 1 minute |
If you already have open tickets, continue in the one about the same subject. Opening a new ticket for the same problem only delays your own answer.
If your account was punished
A banned or suspended account can still open a ticket to ask for a review. In that case the ticket goes under the Account category, and you may have one review request at a time. Explain what happened from your side and wait for the reply on the ticket itself.
Reporting another player
Use the Report category and give the trainer's name, what happened and roughly when. A screenshot helps a lot here.
The outcome of a report is not disclosed: you will not get details about what was done with the other account.
What support does not do
- Hand out free items, gold or Safira. It does not happen.
- Undo something you did by mistake, like selling or fusing a pokémon. The game warns you before those actions for exactly this reason.
- Argue the game's rules. Balance tuning and economy changes are part of the game.
Suggestions are welcome, use the Suggestion category. Just do not expect every idea to become a feature.