The Pokemon Company International FAQs

These error messages may indicate a temporary issue with the servers.

First, close and then reopen the Pokmon GO app:

Android: Double click the Home button to view the most recently used apps, locate the Pokmon GO app, and swipe up to close.

iPhone X or later: Swipe up from the bottom of the screen and pause in the middle of the screen to view the most recently used apps. Swipe left or right to locate the Pokmon GO app, and then swipe up on the Pokmon GO app to close.

iPhone 8 or earlier: Double-tap the Home button to view the most recently used apps, swipe left or right to locate the Pokmon GO app, and then swipe up on the Pokmon GO app to close.

If that doesn’t resolve the issue, please visit the Niantic support page at https://niantic.helpshift.com/a/pokemon-go/?p=web for more information.

Note: The link takes you to a website that is not created or maintained by The Pokmon Company International.

To verify you have opted in for Pokmon GO in your Pokmon Trainer Club (PTC) account, follow these steps.

Go to Pokemon.com, and select Log In from the left-hand navigation bar.

Enter your username and password, and then verify you have accepted the Pokmon GO Terms of Use. Rememberyour username may differ from your screen name or your Pokmon GO Trainer name.

From the Edit Profile options, select Pokmon GO Settings.

Directly above the Pokmon GO Terms of Use, you should see the following text box displayed:

“Great! You’re all set to play Pokmon GO. Additional settings can be changed in the Pokmon GO app.”

If you do not see the text above, you need to be sure to read through and then accept the Terms of Use. You should then be able to log in to Pokmon GO using your PTC account!

To log in to Pokmon GO, refer to the below instructions.

If you have signed in to Pokmon GO and played the game using your Pokmon Trainer Club account previously and want to continue that game, do the following.

Tap Returning Player, choose Pokmon Trainer Club, and sign in using your Pokmon Trainer Club account username and password. This is the same account you use to log in to Pokemon.com.

If you have NOT signed in to Pokmon GO and played the game previously using your Pokmon Trainer Club account, do the following.

Tap the New Player button, choose Pokmon Trainer Club, and sign in using your Pokmon Trainer Club account username and password.

After you sign in, a new game of Pokmon GO will begin.

Players may only change their email address. A player's user name and date of birth cannot be altered. To change your email address, please log in to the PGL website using your Pokmon Trainer Club account and click on the Edit Trainer Club profile tab under Account Settings and then go to Profile Overview.

Can’t find what you’re looking for? Click here to submit a service request form.

Confirm Pokmon GO is connected with Google Fit or Apple Health.

Google Fit: Open Settings > Google > Google Fit > Connected apps and devices, and confirm Pokmon GO is listed as a connected device.

Apple Health: Open Apple Health > Sources, and confirm Pokmon GO is listed as a connected device.

For more information about Adventure Sync, please visit the Niantic support page at https://niantic.helpshift.com/a/pokemon-go/?p=web.

Note: The link takes you to a website that is not created or maintained by The Pokmon Company International.

For information on known issues with Pokmon GO Plus, please visit Niantic's Known Issues page: https://support.pokemongo.nianticlabs.com/hc/en-us/categories/115001067788-Known-Issues.

Note: this link takes you to a web page not created or maintained by the Pokmon Company International.

Pokmon GO is developed by Niantic Labs. You can find their Customer Service website at: https://niantic.helpshift.com/a/pokemon-go/?p=web&l=en. Note: The link takes you to a website that is not created or maintained by The Pokmon Company International.

Pokmon GO requires a Google E-mail account or Pokmon Trainer Club account to sign up.

Windows

To uninstall the game:

Click the Windows icon in the bottom-left corner, type Control Panel, and then hit Enter.

From the Control Panel, select Programs.

In the Programs and Features section, select Uninstall a program.

Right-click Pokmon Trading Card Game Online, then select Uninstall and follow the prompts to completely remove the game.

Next, using the steps below, ensure no temporary files remain on your computer.

Go to the directory where the game was installed. The default directory is C:\Users\[your user name]\AppData. The game stores files in the following folders: LocalLow, Roaming, and Unity.

Go into the LocalLow folder and delete the The Pokmon Company International folder.

Go into the Roaming folder and delete the Pokmon Trading Card Game Online folder.

Delete the Unity folder.

Empty your Recycle Bin.

Also ensure that you have deleted all previously downloaded versions of the game.

Go to http://pokemon.com/playtcgo to download the latest game installer.

Mac

To uninstall the game:

Delete the Trading Card Game Online folder, along with any installation files.

Click Go, located on your top window, press the alt/option key, and then select Library.

Go to the Cache folder and delete any/all Pokmon-related folders.

From the Library again, go to Saved Application State and delete the unity.The Pokmon Company International.Refresher.savedState folder.

Empty your trash and restart your Mac.

Also ensure that you have deleted all previously downloaded versions of the game.

Go to http://pokemon.com/playtcgo to download the latest game installer.

Can’t find what you’re looking for? Click here to submit a service request form.

Pokmon GO Plus pairs with a single smartphone. It can be moved to a compatible new smartphone, but it cannot work with multiple smartphones at the same time.

Can’t find what you’re looking for? Click here to submit a service request form.

To reset your password:

From the Pokmon Trainer Club sign-in page, select the Forgot your password?

Enter the Email Address associated with your Pokmon Trainer Club account. This is a required field.

Enter the information for only one other field. The simplest additional information to provide is your date of birth. If you can accurately provide your email address and date of birth, no other information is necessary.

Click Reset Password. Make sure to check your email spam folder and/or add pokemon.com to your address book.

A Player ID is primarily used for Play! Pokmon events such as Leagues and tournaments. It is not required to reset your password.

A Screen Name is not required when you first create a Pokmon Trainer Club accountit’s used in the Pokmon TCG Online as the display name that others see in the game if you have opted to share your public profile. It is not required to reset your password.

Please note: We cannot recover accounts for which a false date of birth was entered.

Can’t find what you’re looking for? Click here to submit a service request form.

Submission Policy

THE POKMON COMPANY INTERNATIONAL (TPCi) appreciates hearing from customers and product users. We welcome comments regarding TPCi's products and services. However, as a company policy, TPCi and its employees do not accept or consider unsolicited ideas, including product proposals, ideas for new advertising campaigns, new promotions, innovative or improved products or technologies, product enhancements, processes, materials, marketing plans or new product names. Please do not send any original creative artwork, suggestions or other works. TPCi wishes to avoid potential misunderstandings or disputes to people who may believe TPCi's products or marketing strategies might seem similar to ideas they have submitted to TPCi. Therefore, please do not send your unsolicited ideas to TPCi or anyone associated with TPCi, even if you believe that someone from TPCi has solicited you to do so. If you send TPCi your ideas despite our policy, then the following Terms of Idea Submission shall apply to your idea submission:

Terms of Idea Submission

By sending TPCi any information, material, or ideas of any sort (your “Material”) you grant TPCi an unrestricted, irrevocable, royalty-free license to use, reproduce, perform, modify, transmit and distribute the Material, and you also agree that TPCi is free to use all Material that you send us for any purpose. You agree that:

1) The Material will automatically become the property of TPCi, without any compensation to you, and you agree to refrain forever from enforcing any moral or other inalienable rights against TPCi for any activity that TPCi may undertake using the Material;

2) TPCi can use the Material for any purpose and in any way, even give it to others;

3) TPCi will have no obligation to return the Material to you or respond to you in any way; and

4) TPCi will have no obligation to keep the Material confidential or to credit you for any use of the Material.

Pokmon GO Plus connects to your iPhone or Android smartphone and provides an easy way to catch Pokmon and collect items with a single click of a button. You can also collect Pok Balls, Eggs, and other items at PokStops without having to check your smartphone.

Once your Pokmon GO Plus is paired with your smartphone, you can play in the following ways.

Catch Pokmon!

When a Pokmon appears nearby, your Pokmon GO Plus will vibrate, and its light will flash green. If the Pokmon is a species you haven't caught before, your Pokmon GO Plus will vibrate, and its light will flash yellow.

Note: A Pok Ball from your inventory will be used.Great Balls and Ultra Balls will not be used.If you have no Pok Balls to throw, the light will flash red.

When you press the Pokmon GO Plus button, it will automatically attempt to catch the Pokmon.

The light on your Pokmon GO Plus will pulsate white for a while as it attempts to catch the Pokmon.

If you succeed in catching it, a message saying “You caught a Pokmon!” will be displayed on your phone, your Pokmon GO Plus will vibrate, and the light will shine seven different colors.

If it gets away, a message saying “The Pokmon fled!” will be displayed on your phone, your Pokmon GO Plus will vibrate, and the light will flash red.

Get items from PokStops!

When you get close to a PokStop, your Pokmon GO Plus will vibrate, and the light will flash blue.

When you press the button on your Pokmon GO Plus accessory, you can acquire items from the PokStop.

The items you’ve acquired will be displayed on your smartphone’s screen. Your Pokmon GO Plus will vibrate, and the light will shine seven different colors.

You can check which items you’ve acquired or Pokmon you’ve caught while your phone was in sleep mode from the Activity Log in Pokmon GO.

Can’t find what you’re looking for? Click here to submit a service request form.

A common launch issue is experienced by a variety of game clients installed on Macs with OSX versions that have the 'Reopen windows when logging back in' toggle. This issue roots from saved application states that are corrupted and are accessed every time the game client is launched thereafter.

The development team is currently working on a permanent solution for this issue, however they have a temporary workaround that should get the Pokmon TCG Online back into a useable state. Please follow the instructions below if you are experiencing this issue:

Open Finder window.

Press Cmd+Shift+G (Alternatively, Go menu> Go to Folder).

Type '~/Library'

Open Saved Application State folder.

Delete unity.The Pokemon Company International.Refresher.savedState folder.

If the Pokmon TCG Online game client continues to crash upon launch after attempting this temporary solution, please submit a ticket via the support portal including details regarding what solutions you have tried and your system screenshot information. Again, this temporary solution is for Macs with OSX versions that have the 'Reopen windows when logging back in' toggle.

To avoid this issue in the future, it is recommended that the 'Reopen windows when logging back in' toggle is NOT applied after the player has force quit the game client.

Can’t find what you’re looking for? Click here to submit a service request form.

To change your password:

Log in to your Pokmon Trainer Club account.

Click Change Password.

Enter your Current Password, your New Password, and then Confirm New Password.

Click Change.

To change your email address:

Log in to your Pokmon Trainer Club account.

Click Change Email Address.

Enter your Current Password, your New Email Address, and then Confirm Email.

Click Change.

Can’t find what you’re looking for? Click here to submit a service request form.

To add a child:

Log in to your Pokmon Trainer Club account.

Select + Add a Child from the menu on the left. This will take you to the Verify Your Identity page. Please note: you are only required to verify your identity the first time you add a child.

Fill in the blank/required fields under Please Verify Your Identity and click Continue. This will take you to the Create Your Child’s Account page.

Fill in the blank fields for each section.

Read and accept the Pokmon Website Terms of Use.

Click Create Your Child’s Account.

Can’t find what you’re looking for? Click here to submit a service request form.

To enable your child to access the Friends List and related features and sponsored in-game content in Pokmon GO, follow the steps below:

Log in to your Pokmon Trainer Club account at pokemon.com.

Select your child’s name from the menu on the left.

Select Pokmon GO Settings.

Read and accept the Niantic Terms of Service.

Check the desired options in the Permissions for Your Child Section.

Click Submit.

Can’t find what you’re looking for? Click here to submit a service request form.

To create a Pokmon Trainer Club account:

Go to www.pokemon.com and select Join from the left-hand tab.

Follow the instructions and fill out all required fields. Important: Please make sure to confirm the date of birth before clicking Continue, as it cannot be changed once an account is created.

Read the Pokmon Website Terms of Use, check the box beside I accept the Pokemon.com Terms of Use, check I’m not a robot, and click Continue.

You will receive an email at the email address you provided for verification. Make sure to check your email spam folder and/or add pokemon.com to your address book.

To add a child to your account, see the article “ How do I add a child to my Pokmon Trainer Club account? ”

Can’t find what you’re looking for? Click here to submit a service request form.

Pok Ball Plus connects to your smartphone and provides an easy way to search for and catch Pokmon with the press of a button.

To learn how to pair your Pok Ball Plus to your smartphone, please see “ How do I pair the Pok Ball Plus to my smartphone? ”

Once your Pok Ball Plus is paired to your smartphone, you’re ready to play. You’ll be able to collect items and catch Pokmon!

Catch Pokmon!

When a Pokmon appears nearby, the Pok Ball Plus will light up and vibrate. Press a button to throw a Pok Ball, and different LED light patterns will let you know if you’ve caught the Pokmon.

As long as your Pok Ball Plus is connected to your smartphone and the Pokmon GO app, it will also measure the distance you travel so you can hatch Eggs and get Candy for your Buddy Pokmon.

Collect Items from PokStops!

When you get near a PokStop, press the button on your Pok Ball Plus to spin the Photo Disc at a PokStop and acquire items.

Frequently Asked Questions

Q. Are Lucky Eggs effective while using Pok Ball Plus in Pokmon GO?

A. Yes.

Q. Will my Pok Ball Plus react to Pokmon that appear due to a Lure Module in Pokmon GO?

A. Yes.

Q. Can I get a Gym Badge using Pok Ball Plus?

A. Yes, you can obtain a Gym Badge when you get items from spinning a Gym’s Photo Disc if you haven’t received it already.

Q. Can I get a Raid Pass from a Gym Photo Disc using Pok Ball Plus?

A. Yes, you can get a Raid Pass when you obtain items from the Gym if you haven’t already obtained a Raid Pass for the day.

Q. What happens when your Pokmon storage is full?

A. Pok Ball Plus will react, but you won’t be able to catch Pokmon.

Q. What happens when your Bag is full?

A. At a PokStop, pressing the button will not spin the Photo Disc. You’ll need to use or discard items or upgrade your Bag to make space so you can obtain items and XP.

Q. Is there Raid Battle functionality with Pok Ball Plus?

A. No.

Can’t find what you’re looking for? Click here to submit a service request form.

Pokmon GO is an exciting app for your iOS or Android smartphone that lets you catch Pokmon in the real world!

For information about Pokmon GO, please visit the official website at http://www.pokemongo.com/en-us.

When launching the Pokmon TCG Online, you may choose to Log In with your existing account's credentials, or click Start to play in Guest mode (intended for new players).

Once you've started Guest mode, you will be presented with the tutorial, and once completed, can choose to "Upgrade" the temporary Guest account by signing up for a new account (which will retain the Guest progress). This can only be done if you are a new player. If you attempt to log in to an already existing account, an Authorization Error will display.

If you already have an account and wish to retrieve it and your collection/progress, you will need to exit Guest mode and return to the account log-in page.

From the gears icon in the upper-right portion of the screen, go to Options. (Please note that this is only accessible after or between tutorial matches. If you do not see the Options icon, continue to finish the tutorial match you have started.)

Select Exit (this will not immediately close the game client) and then select Log Out. You will return to the main log-in screen, where you can access your original account by entering your credentials.

Note: You cannot upgrade a Guest account to an existing account (you will get the error noted above). This is because the Guest account is intended for new players, and upgrading only creates a brand-new Pokmon Trainer Club account.

Can’t find what you’re looking for? Click here to submit a service request form.

While we strive to make the game compatible with a wide variety of phones and tablets, we can't guarantee compatibility with all devices.

Issues or pauses in the game may be due to your network connectivity becoming slow or unstable. You can check for this by changing your phone’s connection method by, for example, using a different Wi-Fi access point or by trying in different locations or at different times of the day.

Pokmon: Magikarp Jump requires some storage space to save its progress. If your device has little or no storage space free, clear out some additional storage space before attempting to play.

Many game issues can be caused by a device that is low on memory. You can attempt to free up memory by powering off your device completely and then powering the device back on. Then attempt to run the game without any other app open.

Can’t find what you’re looking for? Click here to submit a service request form.

Open the Pokmon GO app.

In Map view, tap the Main Menu.

At the top right, tap Settings.

Tap Pokmon GO Plus.

Press the button on the Pokmon GO Plus to make the accessory discoverable.

Tap your Pokmon GO Plus on the Available Devices list. It will vibrate when connected.

If your phone is unable to connect to your Pokmon GO Plus, you may need to pair using your phone's Bluetooth settings.

On iOS devices:

Open the Settings app and tap Bluetooth.

Tap the Bluetooth toggle to turn Bluetooth on.

Press the button on the Pokmon GO Plus to make the accessory discoverable.

Tap Pokmon GO Plus from the My Devices or Other Devices list.

Open the Pokmon GO app.

In Map view, tap the Main Menu.

Tap Pokmon GO Plus.

Press the button on the Pokmon GO Plus to make the accessory discoverable.

Tap your Pokmon GO Plus on the Available Devices list. It will vibrate when connected.

On Android devices (instructions may differ depending on device):

Open your device's Settings menu.

Tap the Bluetooth toggle to turn Bluetooth on.

Tap Search for devices or Refresh to scan for nearby devices.

Tap the button on the Pokmon GO Plus to make the accessory discoverable.

Tap Pokmon GO Plus from the list of available devices.

Open the Pokmon GO app.

In Map view, tap Main Menu.

At the top right, tap Settings.

Tap Pokmon GO Plus.

Press the button on the Pokmon GO Plus to make the accessory discoverable.

Tap your Pokmon GO Plus on the Available Devices list. It will vibrate when connected.

Can’t find what you’re looking for? Click here to submit a service request form.

The USER_PROFILE error when trying to install or uninstall is typically a permissions issue with your Windows User Account. Please try the following methods to resolve.

Refresher Method

Without installing the game, download the latest installer from http://pokemon.com/playtcgo.

Run the installer.

Find the folder in which you installed the game, named PokemonTradingCardGameOnline, and run the Refresher executable manually.

Run the game client and log in.

Manual Client Update Method

Without installing the game, download the latest installer from http://pokemon.com/playtcgo.

Run the installer.

Click the Windows icon in the bottom-left corner, type Control Panel, and then hit Enter.

From the Control Panel, select Programs.

In the Programs and Features section, select Uninstall a program.

Right-click Pokmon Trading Card Game Online.

Choose the Change option. This will run the Refresher executable, after which you should be able to Repair or Uninstall the game.

If repairing doesn't correct the issue, select Uninstall from the menu.

After the game has successfully uninstalled, reinstall the game using the newest installer (downloaded above).

Run the game client and log in.

New Admin Method

Create a new administrator account on your computer.

Without installing the game, download the latest installer from http://pokemon.com/playtcgo.

Run the installer from the new admin account, indicating that you are installing for all users.

If you still experience issues, use the Refresher and Manual Program Update methods above with the newly installed files.

Run the game client and log in.

Can’t find what you’re looking for? Click here to submit a service request form.

Deck Codes unlock online versions of Pokmon TCG Theme Decks. These Theme Decks are sold in stores and online, and each contains a promotional card with the code printed on it.

Can’t find what you’re looking for? Click here to submit a service request form.

The Pokmon Trading Card Game Card Database ( https://www.pokemon.com/us/pokemon-tcg/pokemon-cards/ ) is a powerful tool for finding cards. The basic search function is pretty simple in that it relies on just a card name or keyword to produce results. But if you're looking for a specific card (or a card that meets specific qualifications), the advanced card search is unrivaled in its usefulness.

The advanced search page is broken down into a bunch of categories, allowing you to search for cards in a staggering number of ways. To find out what all the categories mean, check out the list of terms below.

Note: Text that appears on the card that is not essential to gameplay is not searchable in the database. For example, searching for "No. 125 Eletric pokemon Ht:3'07'' WT 66.1 lbs" will not return results for Electabuzz cards.

Card Name & Keyword Enter either the name of the card or any words you expect to find in the card’s description. You can also choose a specific part of the card to search in, such as Attack descriptions or special rules.

Card Type Select what type of card you’re searching for. Choose a specific card type, or choose “Check All” to search for any of the cards in a specific category.

Energy Type Select the Pokmon’s type, identified by the icon in the top-right corner of the card (applies only to Pokmon cards).

Rarity The rarity symbol is found in the lower-right corner of the card. Use this section to search by a card’s rarity.

Pokmon Evolution Search for a Pokmon card by looking for its pre-evolved form. For example, search for “Aron” to find all of the Lairon cards that can be used to Evolve Aron.

Format Select what tournament format the card is legally playable in.

Expansions Search for a card by what set it appears in. You can identify a card’s expansion set by the icon in the bottom-right corner of the card.

Hit Points The number in the top-right corner of a Pokmon card that tells you how much damage the Pokmon can take before it is Knocked Out.

Retreat Cost To retreat, you must discard Energy from the retreating Pokmon equal to the Retreat Cost of the Pokmon. This cost appears in the lower right-hand corner of the card. You can only retreat once per turn.

Total Attack Cost Most attacks require a certain amount of Energy to be attached to the Pokmon, indicated by icons to the left of the attack. Use the sliders to identify cards that have attacks within the specified range.

Attack Cost Energy Type Many attacks need specific types of Energy to be attached to the Pokmon. Check one or more type of Energy to search for cards with attacks that fit the description.

Weakness If a Pokmon has Weakness, it takes more damage when attacked by Pokmon of a certain type. The Pokmon’s Weakness type and effectiveness are located in the bottom-left corner of the Pokmon card.

Resistance If a Pokmon has Resistance, it takes less damage when attacked by Pokmon of a certain type. The Pokmon’s Resistance type and effectiveness are located in the bottom-center of the Pokmon card.

Card Illustrator Search by the name of the artist who illustrated the image on the card.

Can’t find what you’re looking for? Click here to submit a service request form.

You can transfer your game data by linking your game data to your Nintendo Account.

You will need:

A Nintendo Account

The device you are transferring from

The device you are transferring to

A location with a stable, strong internet connection

How to transfer data:

Launch Pokmon Rumble Rush.

From the home screen, tap Menu.

Tap Options.

Tap Account and Game Data > Link with Nintendo Account.

Carefully read the notes on the screen, and then tap Link.

Enter the information necessary for the Nintendo Account you are linking your game data to.

Install Pokmon Rumble Rush on the device you are transferring to and start the game. While the game is loading, tap the Support Menu at the bottom left of the screen, tap Switch Device/Transfer> Game Data Transfer, and then link your Nintendo account. The game will load your last save.

You can transfer game data between devices using different OSes. However, when you transfer to a device using a different OS, you can’t transfer any Pok Diamonds or P (coins) that you had.

After transferring to a device using a different OS, you will be unable to use Pok Diamonds or P (coins) received before the transfer. However, you can transfer back to your old device and use the Pok Diamonds or P (coins) you received while using the original OS.

Important: When transferring between devices using different OSes, you will be unable to use any Pok Diamonds or P (coins) that were acquired in-game on the new device you are transferring to. For example, if you transferred from an iOS device to an Android device, you will lose all Pok Diamonds purchased and earned on the iOS device, as well as all P (coins) that you accumulated in-game. These items cannot be recovered after transfer, and we cannot refund these lost purchases. But you can transfer your game data back to your original device and regain your lost Pok Diamonds and P (coins).

Can’t find what you’re looking for? Click here to submit a service request form.

When you sign up for a Pokmon Trainer Club account, or change your email address or password, you will be sent a confirmation to the current email address you entered when you created the account. If you do not see the email, there are a few steps you can take.

Check your Junk Mail folder to make sure that the email was not filtered as spam by your email provider. For Gmail, check the "promotions" tab, as sometimes our mail is identified by the Gmail system as promotional.

Also, be sure you’re checking the email account of the address you submitted when signing up. If it is not there, you can have the email re-sent by logging in to the site and clicking Resend the Activation Email Now.

Can’t find what you’re looking for? Click here to submit a service request form.

Go to http://pokemon.com/playtcgo.

Make sure your system meets the System Requirements listed near the bottom of the page.

From the Pokmon TCG Online Game Installer section of the page, find your platform, and then select the Download icon on the right-hand side.

The PokemonInstaller.msi file will download and display in the lower-left hand corner of the screen.

Open PokemonInstaller.msi. The Setup Wizard dialog box will display. Select Next.

Read the Terms of Use, select the I accept the terms in the Terms of Use radio button, and then select Next.

The Select Installation Folder dialog box will display. Select Next.

The Ready to Install dialog box will display. Select Install.

Once installed, click Finish.

The game will launch. Select Start or Log In to begin playing.

Can’t find what you’re looking for? Click here to submit a service request form.

My Pok Ball Plus is not showing in the Settings menu in the Pokmon GO app

Pok Ball Plus is compatible with the Pokmon GO app version 0.37.0 or later. Please update the Pokmon GO app in the Apple App Store or Google Play and try again.

To check the version of Pokmon GO:

iOS:

Go to the Apple App Store.

SelectUpdates.

Find Pokmon GO in the list of apps or search for Pokmon GO.

The version number is displayed beneath the Pokmon GO icon.

Android:

Go toSettings.

SelectApplications.

Find Pokmon GO in the list of apps.

Tap on Pokmon GO. The version number is displayed at the bottom of the screen.

My Pok Ball Plus won’t pair with my smartphone

Check that your smartphone meets the Pok Ball Plus system requirements and see the article, “ How do I pair the Pok Ball Plus to my smartphone? ”

Check with your smartphone's manufacturer and ensure your smartphone supports Bluetooth and that it's enabled on your phone.

Check that your version of the Pokmon GO app is 0.37.0 or later.

My Pok Ball Plus doesn’t vibrate

Please check to see that your battery is charged. If it isn’t charged, please recharge the battery and try again. Please refer to the Pok Ball Plus Instruction Manual for more information.

Pok Ball Plus disconnected from my smartphone

There are a few reasons that may cause your Pok Ball Plus to disconnect from your smartphone:

Low battery

Distance between your Pok Ball Plus and smartphone is too far

Poor / blocked signal

Can’t find what you’re looking for? Click here to submit a service request form.

You can only connect one Pok Ball Plus device to your smartphone.

Can’t find what you’re looking for? Click here to submit a service request form.

Pokmon Trading Card Game cards and parts pass a very thorough quality assurance processes to make sure you get the highest possible quality product. In the unlikely event that you encounter a manufacturing error, please submit a service request form here with the following information:

A copy of your store receipt.

The UPC code from the original package (or a copy).

The defective card(s) or part(s).

A brief explanation of the issue (example: bent because it was put in the pack improperly, card is cut wrong, etc.).

If a part was missing, please tell us what is missing.

Your complete return mailing address (clearly typed or printed).

Can’t find what you’re looking for? Click here to submit a service request form.

Note: Bluetooth must be enabled on your smartphone for the Pok Ball Plus to connect. Please refer to your smartphone’s user manual or below for details on enabling Bluetooth.

Open the Pokmon GO app.

On the main screen, tap the Pok Ball icon at the bottom to open the Main Menu.

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At the top right, tap Settings.

Tap Pok Ball Plus.

Press the top button of the Pok Ball Plus to make the accessory discoverable.

A dialog box asking you if you want to Enable Poke Ball Plusdisplays. Tap Turn It On!.

Your Pok Ball Plus and game should connect.

If successful, the Pok Ball Plus icon in the game will become brighter and pressing the top button on the Pok Ball Plus will cause it to vibrate.

If for some reason your Pok Ball Plus disconnects on its own, you can reconnect it by following the steps above. If disconnected, your Pok Ball Plus will flash a white light when pressed.

If you experience frequent disconnects, make sure your Pok Ball Plus is charged and consider restarting your smartphone.

If your smartphone is unable to connect to your Pok Ball Plus, you may need to pair using your smartphone’s Bluetooth settings.

On iOS devices:

Open the Settings app and tap Bluetooth.

Tap the Bluetooth toggle to turn Bluetooth on.

Press the top button on the Pok Ball Plus to make the accessory discoverable.

Tap Pokmon PBP (Pok Ball Plus) on the My Devices or Other Devices list.

Open the Pokmon GO app.

On the main screen, tap the Pok Ball icon at the bottom to open the Main Menu.

At the top right, tap Settings.

Tap Pok Ball Plus.

Press the top button on the Pok Ball Plus to make the accessory discoverable.

Tap your Pok Ball Plus on the Available Devices. It will vibrate when connected.

On Android devices (instructions may differ depending on device):

Open your device’s Settings menu.

Tap the Bluetooth toggle to turn Bluetooth on.

Tap Search for devices, or Refresh to scan for nearby devices.

Press the top button on the Pok Ball Plus to make the accessory discoverable.

Tap Pokmon PBP (Pok Ball Plus) on the list of available devices.

Open the Pokmon GO app.

On the main screen, tap the Pok Ball icon at the bottom to open the Main Menu.

At the top right, tap Settings.

Tap Pok Ball Plus.

Press the top button on the Pok Ball Plus to make the accessory discoverable.

Tap your Pok Ball Plus on the Available Deviceslist. It will vibrate when connected.

Disconnecting your Pok Ball Plus from your smartphone:

Open the Pokmon GO app.

On the main screen, tap the Pok Ball Plus icon.

The Pok Ball Plus icon will dim, indicating that it has been disconnected.

Can’t find what you’re looking for? Click to submit a service request form.

We were not able to sign you into our support portal. This may occur if your account shares its email address with a parent account.

You can still request support without signing in. Simply click here and select the product you would like help with, and then choose Contact Usat the bottom of the page.

A Pokmon Trainer Club (PTC) account is used to sign in to several mobile apps and games, such as the Pokmon Trading Card Game Online and Pokmon TV. A PTC account is also required to subscribe to our monthly newsletter and track progress of real-world events and tournaments conducted by Play! Pokmon.

You can add a kid to your PTC account by following the steps outlined in " How do I add a child to my Pokmon Trainer Club account? "

A PTC account allows parents to set limits on some in-game features for their kid’s account.

PTC is one of two account systems available to parents to allow their kid to play the popular mobile game Pokmon GO.

For kids to access Pokmon GO, create a PTC account for yourself (if you don't already have one), and while logged in, add your kid as a new child account, which you manage. Alternatively, the game’s publisher, Niantic Inc., provides a different account system called Niantic Kids. For information on Niantic Kids accounts and Niantic’s overall privacy policy regarding children, go to: https://nianticlabs.com/privacy/ - Section 8. Children.

My Pokmon GO Plus won't pair with my smartphone

Before you start, ensure that your smartphone meets the Pokmon GO Plus system requirements.

Follow these steps:

Check with your phone’s manufacturer and ensure that yoursmartphone supports Bluetooth LE, and that Bluetooth is enabled on your phone.

Restart your phone, and then relaunch the Pokmon GO app.

Go to theSettingsmenu, and tap Pokmon GO Plus.

If your Pokmon GO Plus device shows up here, tap the triangle icon to the right of the device to remove it.

Press the button on your Pokmon GO Plus. It should flash blue, and your Pokmon GO Plus device should appear on your screen.

Tap the Pokmon GO Plus device listed on your screen. The device should pair, and you should see the message "Successfully connected to Pokmon GO Plus."

If the device does not connect or is never listed on the screen, try moving to another location and repeat steps 16.If the device still will not connect, there may be a compatibility issue with the smartphone.Test for this by trying Pokmon GO Plus on another smartphone.

Please note: Pokmon GO Plus needs to be reset every time when pairing with a new device or when your phone has had a software update.

What does a red light on my Pokmon GO Plus mean?

Before you start, ensure that your smartphone meets the Pokmon GO Plus system requirements.

A red light on the Pokmon GO Plus device can mean a number of things depending on what you are doing:

When Pokmon GO Plus flashes red and vibrates several times, this indicates that the connection with your smartphone has been lost.This can happen if you are too far away from your smartphone.To reconnect, go into the app and locate the darkened Pokmon GO Plus icon in the upper-right corner of the screen.Tap this icon and then press the button on your Pokmon GO Plus. The device will reconnect to your game.

A single flashing red light and vibration could indicate that your Pokmon GO Plus is still connected to your smartphone, but your phone has lost network connectivity. Moving your phone to a location with better network connectivity should correct this issue.

Pokmon GO Plus will also flash red if it fails to capture a Pokmon, or if some other problem exists (such as no available Pok Balls to throw, your bag is full, etc.).

My Pokmon GO Plus does not vibrate and the light stopped working

First, ensure your smartphone meets the Pokmon GO Plus system requirements.

If your Pokmon GO Plus is not vibrating please check your Pokmon GO Plus and smartphone settings.

For Apple iOS:

Please check these settings: Settings > Sounds > Vibrate on ring

For Android:

Please check these settings: Settings > Sounds & notifications > Turn on 'Also vibrate for calls'

Verify that vibration is ticked 'on' in your Pokmon GO app settings.

If verifying/updating the settings does not help please remove the battery from your Pokmon GO Plus for 10 minutes, uninstall and reinstall the Pokmon GO app, place the battery back in your Pokmon GO Plus and then reset the Pokmon GO Plus (hold button for 5 seconds until blue, then release, and press again for another 5 seconds until vibrate).

Please note: Pokmon GO Plus needs to be reset every time when pairing with a new device or when your phone has had a software update.

Battery information:

Check that the battery is set correctly, with the (+) and () terminals facing in the correct directions.

Ensure you are using the right kind of battery (CR2032).

Can’t find what you’re looking for? Click here to submit a service request form.

To delete your Pokmon Trainer Club account, follow the steps below:

Log in to your Pokmon Trainer Club account at www.pokemon.com.

From your Profile page, scroll to the bottom of the page, and click Request Data Deletion. A Delete Your Account page will display.

Enter your account username and password, and then click Delete. You will receive an email at the email address associated with the account you want to delete.

Click the Delete Account button in the email. A confirmation page will display confirming that you have successfully deleted your Pokmon Trainer Club account.

Please note: When you request deletion of your Pokmon Trainer Club account, Pokmon will not be able to reactivate your account. You will no longer be able to access any of your previous account details. Additionally, you will no longer be able to use this account for the Pokmon Global Link, Play! Pokmon, Pokmon GO, and details for these.

If you have added a child to your account, you will also be deleting the child’s account, and Pokmon will not be able to reactivate the child’s account. You and your child will no longer be able to access any of your previous account details. Additionally, you will no longer be able to use these accounts for the Pokmon Global Link, Play! Pokmon, Pokmon GO, and their details.

Can’t find what you’re looking for? Click here to submit a service request form.

Unfortunately, with a product as popular as the Pokmon Trading Card Game, there are those who will counterfeit our merchandise for their own gain.

There are a few things that you as a customer can do to protect yourself from purchasing counterfeit merchandise.

Counterfeit cards are often easy to see through if you hold them up to a bright light, so this is a good way to identify a fake. Alternatively, you may want to see if there are shops in your area that specialize in trading cards and may be able to evaluate it for you.

Images of our products are available on our website. Familiarizing yourself with what our decks look like will help ensure that you aren't fooled by one of the many knockoffs that look nothing like our official packaging.

Often, fake booster packs are very difficult to discern from the real thing. As a rule of thumb, if the price of a pack seems too good to be true, it probably is. Pokmon TCG cards are produced from the highest-quality materials to ensure a positive experience for the player and collector alike. Because of this, finding a pack of cards priced dramatically below our suggested retail price is a near certain tip-off that you're being sold counterfeit merchandise. In addition, we find that we receive the highest reported instances of counterfeit sales originating from flea markets.

Can’t find what you’re looking for? Click here to submit a service request form.

To remove Pokmon from a Battle Box, first make sure you’re connected to the internet, and then follow the steps below.

From the main menu, select the VS option.

Select Battle Stadium and then Online Competitions.

As long as the event has ended, a message will display confirming your Battle Box has unlocked.

Can’t find what you’re looking for? Click here to submit a service request form.

While we try to ensure maximum compatibility, we cannot guarantee that the game will run on all devices. The most common reason the game fails to launchis that your device does not meet the system requirements.

If you are having trouble starting the game, here are some things to check:

OS Version: Pokmon Shuffle Mobile Requires Android 4.1 or higher, or iOS 7.0 or higher.While it may install properly on earlier OS versions, it may not launch, or run correctly on them.

Installing side-loading, jailbreaking, rooting, or other kinds of utilities that alter the phone’s operating system or firmware can cause the game to fail to launch or play.

The game requires at least 200 MB of available storage space.Having only this amount of storage may cause the app to install, but not have enough space to create its save files, and fail to launch properly.Try freeing up additional storage space then rebooting the phone and launching the game.

If other applications are taking your phone’s available memory, the game may fail to launch. Try closing other open apps to free memory then launching Pokmon Shuffle Mobile.

To close other open applications:

For iOS: Press the home button twice. Close the app by pressing each application's X button (iOS 7) or swiping up on the app (iOS 8 or higher.)

For Android: Go to [Settings]>[Apps]>[Running] to find applications you want to close,and then select [Force Stop] for each.

In some cases, rebooting your device may be required to allow the game to launch.

Can’t find what you’re looking for? Click here to submit a service request form.

The 'strongest Pokmon in the world' is a popular topic, discussed widely even among experts in the field. In the video game, it depends a lot on how you train your Pokmon. In the card game, what's the best one? One that has a lot of HP, or perhaps a Pokmon that can deal out over 100 damage in one shot? They're usually not the same Pokmon though, so you'll have to choose whatever suits your needs.

The biggest thing to think about, in regards to what is the strongest, is looking at what kind of challenge you're facing. If you're always facing off against Fire-type Pokmon, it's often useful to look for Water Pokmon that pack a punch. Maybe you're trying to beat your friend's favorite Grass team - Fire is the way to go, if that's the case.

As you can see, it's a topic that has as many questions as it has answers. That's one of the best things about Pokmon - there's always more to learn.

Can’t find what you’re looking for? Click here to submit a service request form.

To receive virtual products in the Pokmon TCG Online, you must obtain a code card from a physical product. Pokmon TCG products can be purchased at major retailers or local shops. We recommend confirming with your local retailer(s) to ensure they sell the product you're looking for.

Make sure the back of the product you purchased has the Pokmon TCG Online symbol. Only products with this symbol contain code cards for the Pokmon TCG Online. If the product does not have this symbol on the back, it does NOT contain a code card and will NOT grant virtual products in the online game.

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How to Redeem Code Cards for the Pokmon TCG Online

There are two ways to redeem your code card:

The Pokmon TCGO game client (in-game).

The official Pokmon website.

To redeem codes in-game:

Launch the Pokmon TCG Online.

From the Shopping Cart menu, select Redeem Codes. From here you can enter your code manually, or redeem it with your webcam via the QR Code Reader.

Once you submit a code, the game client will automatically check that it's valid. If it’s not valid, the Claim Your Rewards screen will display the reason why.

To receive the virtual products on the Claim Your Rewards screen, check each item, and then click Claim Now.

To redeem or verify codes via Pokemon.com:

From the official Pokmon website, click the Play icon on the top banner and then select Redeem Pokmon TCG Online Codes on Pokemon.com to open the Code Redemption form.

Be sure you are logged in to the account you wish to receive the virtual items that the code unlocks.

Enter your information and then check the I'm not a robot Captcha box.

Enter your redemption code and click Submit Code. Once you submit a code, it will be automatically checked for validity. If it is not valid, the Claim Your Rewards screen will display the reason why. Repeat for any additional redemption codes.

Finally, to receive your virtual products in the Claim Your Rewards screen, you must check each item first, and then click Claim Now.

After Redeeming:

Once redeemed, your virtual product will either be redeemed to your collection automatically, or in the case of most booster packs and theme decks, a pack will be sent to the Packs section of your Collection.

To access the Packs section, navigate to your Collection screen either through the Go to your Collection button that displays when redeeming products, or by opening the Cards menu near the top left of the screen and selecting Collection. From here you can access the Packs section and open your virtual products.

Please note:

For code redemption issues, please submit a ticket via our support portal by logging in to support.pokemon.com with your Trainer Club account.

Please retain your code cards and transaction ID numbers for future reference as they are vital to investigating any code redemption issue. Without this information, we may not be able to fully address your issue, and your claim may be dismissed.

Basic information to provide when submitting a code redemption issue support request:

Username of account that redeemed the code

Code number and item type

We reserve the right to determine the validity of any information submitted for the purposes of your code redemption investigation. Providing false or altered information may result in action being taken against your account.

Can’t find what you’re looking for? Click to submit a service request form.

If you are a parent of a child who has created a Pokmon Trainer Club account, here’s a brief summary of how the process works.

1. Receive Notification

When your child attempts to create an account at www.pokemon.com, they’ll enter a parent’s (or guardian’s) email address.You, the parent, will be contacted via email with the subject line “Please sign up so your child can play!” If you do not want to provide permission for the account, simply take no action.We have not collected any information about your child at this point, and therefore there is nothing you need to do.

Example:

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2. Create Your Own Account

When you click the Create Your Own Account link in the email you received, you’ll go to www.pokemon.com, where you can create your own personal account. This account will allow you to manage your child’s account.

Example:

When creating your account, be sure to use the YYYY-MM-DD date format for your date of birth, or use the calendar tool to select it.

3. Verify Account

Our system will send an email with a verification link to the address you provided during sign-up. You have up to two weeks to use your Pokmon Trainer Club account without verifying it. After that time, you’ll have to verify your account before you can sign in again.

4. Verify Your Identity

Once you’ve signed in to your account, you’ll land on your Edit Profile page. On the left side of the page, you’ll see a button to Add a Child.

Example:

Click that button and begin the identity verification process (US residents only).

The Pokmon Company International is committed to protecting your child’s identity and privacy online. As a part of meeting that commitment, The Pokmon Company International uses a non-affiliated third-party identity verification company, Veratad Technologies, LLC, to ensure that customers online are who they say they are.

Example:

Typically, this step takes only seconds to complete. Be sure to use current and accurate information to ensure the best possible results.

Please note:For the Verification Question, the total of the first digit plus the last digit of your Social Security Number. For example, if your SSN was 123-45-6789 you would take the first number (1) and add it to the last number (9) for a sum of 10.

5. Create Your Child's Account

After your identity verification has completed, you will be redirected to the Create Your Child’s Account page. Fill in the required fields, accept the Pokmon Website Terms of Use, and click Create Your Child’s Account.

Once you have successfully granted permission for your child, your Edit Profile page will include a link to that child (note that this link appears only on your Edit Profile page):

Example:

Anytime you need to make a change to your child’s profile or information, just click the button corresponding to their account, and it’ll take you right to their Edit Profile page!

Can’t find what you’re looking for? Click to submit a service request form.

Requirements for Pok Ball Plus and Pokmon GO connectivity are listed below. Smartphones must have the Pokmon GO app installed to play.

Minimum requirements for Apple iOS and Android operating systems:

Apple iOS 1012

Android 4.49.0 (Not compatible with Android devices with Intel Atom processors)

Important notes:

Compatibility is not guaranteed for devices that meet iOS or Android requirements.

Operating system, game, or device updates may alter game functionality.

Functionality on all devices, including tablets, is not guaranteed.

Operation on devices without GPS and location services enabled or devices with Wi-Fi-only connection is not guaranteed.

Individual usage and environment may alter game or device functionality.

Can’t find what you’re looking for? Click here to submit a service request form.

Any announcements regarding such releases would be announced first on www.pokemon.com. The Pokmon support team is unable to provide answers to such questions until such release information has been made public.

Can’t find what you’re looking for? Click here to submit a service request form.

TPCi provides all employees the opportunity to work in an environment free from any unlawful harassment or discrimination against individuals based on race, color, religion, sex or gender, sexual orientation, national origin, age, disability, military or veteran status, or any other characteristic legally protected by applicable local, state, or federal law.

To prepare your Pokmon GO game on your mobile device:

Tap the Pok Ball icon.

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Tap theSettingsicon.

Tap Nintendo Switch.

Tap Connect to Nintendo Switch.

To prepare your Pokmon: Let’s Go, Pikachu! or Pokmon: Let’s Go, Eevee! game on your Nintendo Switch system:

Press the X Button to open the main menu, and then press the YButton to select Options.

Select Open Pokmon GO Settings.

You'll see “Would you like to pair your game with a Pokmon GO account to communicate with it?” PickYes.

If the Trainer ID you see is the account you would like to pair with, pickYes.

You’ve now successfully paired your game with Pokmon GO.

Now that your Pokmon GO game is connected to yourPokmon: Let’s Go, Pikachu!orPokmon: Let’s Go, Eevee!game, you’re ready to transfer Pokmon.

Please note:

You can select up to 50 Pokmon at a time to transfer to your Pokmon: Let’s Go, Pikachu! or Pokmon: Let’s Go, Eevee! game.

Only the Pokmon you’ve caught in Pokmon GO that were originally discovered in the Kanto region (as well as their Alolan variants) may be transferred.

You can’t transfer Pokmon fromPokmon: Let’s Go, Pikachu!orPokmon: Let’s Go, Eevee!to Pokmon GO.

To transfer Pokmon from Pokmon GO on your mobile device:

Tap the Pok Ball icon.

Tap thePokmon icon.

Tap the icon in the upper right that looks like aNintendo Switchsystem.

Select the Pokmon you want to send.

You'll see"Do you want to transfer Pokmon to Nintendo Switch?” PickYES.

You'll see "Are you sure you want to transfer?"PickOK.

To retrieve your Pokmon in yourPokmon: Let’s Go, Pikachu!orPokmon: Let’s Go, Eevee!game:

At the GO Park complex, select Bring Pokmon.

Select a GO Park.

Select Start Communication.

You'll see “Would you like to receive a Pokmon? PickYes.

The Pokmon will be sent to your game!

Can’t find what you’re looking for? Click to submit a service request form.

Once you have created a Pokmon Trainer Club account the following information cannot be changed:

Date of birth

User name

First and last name

Legal name change requests can be submitted to our Support Team.

Learn more about creating a new account in the article, " How do I create a Pokmon Trainer Club account ?"

Please see our Terms of Use ( www.pokemon.com/us/terms-of-use/ ) for more information.

Can’t find what you’re looking for? Click here to submit a service request form.

Pokmon Black Version, Pokmon White Version, Pokmon Black Version 2, and Pokmon White Version 2 were developed to be compatible with systems in the Nintendo DS family, while Pokmon X, Pokmon Y, Pokmon Omega Ruby, Pokmon Alpha Sapphire, Pokmon Sun, Pokmon Moon, Pokmon Ultra Sun, and Pokmon Ultra Moon were developed exclusively for the Nintendo 3DS family of systems. Due to differences in the functionality and specifications of the two families, including their communications systems, it is not possible to carry out communications directly between software designed for the two different families.

Can’t find what you’re looking for? Click here to submit a service request form.

If you can’t use the screen name you want, it is most likely already taken by another Pokmon Trainer Club member. If "Pikachu" is already taken, try adding some numbers after the screen name to find one that is unique. For example, you could try "Pikachu123." Also, remember that screen names must be appropriate for this site. Inappropriate words and foul language are not permitted.

Can’t find what you’re looking for? Click here to submit a service request form.

To transfer your saved data to a new device, you will need to enter your Pokmon Quest Backup ID and Backup Key on the device you are transferring to. This will transfer your saved data from the time that you last backed it up.

You will need the following:

The device you are transferring from

The device you are transferring to

A stable internet connection

Please note: Save data for the Nintendo Switch version and the iOS/Android version are not compatible, so there is no crossover functionality.

To transfer your saved data, follow the steps below.

Start Pokmon Quest.

From the bottom left of your Base Camp screen, select Options.

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From the Options menu, select Backup and note the warnings that display.

Enter a Backup ID between 4 and 16 alphanumeric characters.

SelectSet to enter your Backup ID.

A Backup Key will be issued. Please make note of the Backup ID and Backup Key as they remain valid indefinitely.

Install Pokmon Quest on the device you’re transferring to.

From the top right of the title screen select Transfer Data.

Enter the Backup ID and Backup Key you were issued from the old device.

Important notes:

Once you transfer your data, you will be unable to transfer it to another device for one day.

After a transfer, you will not be able to continue playing on your old device with the same data. If you want to play on your old device, please start a new game.

If you are already playing the game on the device you’re transferring to, that saved data will be overwritten. We recommend backing up your data as necessary.

Can’t find what you’re looking for? Click to submit a service request form.

There is no account linking or progress-transfer functionality between Pokmon Trainer Club accounts, Google accounts, and Niantic Kids accounts.

For information regarding Niantic Kids account features, functionality, and support, please visit the Niantic Kids Support website at https://niantic.helpshift.com/a/pokemon-go/?p=web&l=en&s=safety-and-security&f=niantic-kids-support.

Note: The link takes you to a website that is not created or maintained by The Pokmon Company International.

Minimum system requirements for Apple iOS and Android operating systems:

Apple iOS 11 and later

Android 4.4 and later

Please note:

Compatibility is not guaranteed for devices that meet iOS or Android requirements.

Functionality on all devices is not guaranteed.

Can’t find what you’re looking for? Click here to submit a service request form.