Trainers, Niantic and Pokemon Go are changing their support system and as confirmed on the official Niantic Support Twitter account players will be able to contact them via the new in-app support system.
The new in-app support system will go live next week and players will be able to contact Niantic support through the app.
Trainers, over the upcoming days, we will be moving e-mail support to be handled in app. Current issues being handled via e-mail will be migrated to our in-app support system.
— Niantic Support (@NianticHelp) August 30, 2019
In-App Support System Contact
The new in-app support system will be easy to use and here is how to contact Niantic support:
- From the Map View, open the Main Menu
- At the top right, tap Settings
- Scroll to the bottom of the page and select “Get Support”
- On iOS, tap “Contact Us” in the upper right corner. On Android, tap the blue and white icon
Niantic support explained the steps for reporting a bug, in-game purchases and more, and you can find the details below.
Sign-in Help
For assistance with signing in, check out these troubleshooting guides:
If the troubleshooting guides don’t resolve your issue, please contact us using this form and select “Sign-In Issue” from the dropdown menu.
Reporting a Bug
To report a bug with Pokémon GO that isn’t already listed on the Known Issues page, please contact us through the app.
You won’t get an individual response to your report, but we’ll use this information to help us reproduce the issue and identify trends. Using the in-app option allows us to collect important contextual information (like app version and device model) to better investigate bugs.
In-Game Shop Purchases
If you purchased PokéCoins and wish to receive a refund, please contact Apple Support (iOS users), Galaxy App Store (Samsung users), or Google Play Help (Android users) to review their respective refund policies, request a refund, or to inquire about a recent transaction.
If you have a question about an item purchased from the shop using PokéCoins, please contact us through the app.
Requesting Modification or Removal of an In-Game Location (PokéStops or Gyms)
If you are looking to request new PokéStops or Gyms, our PokéStop nominations feature is currently in beta. If you qualify to nominate new PokéStops, the option will appear in your settings menu. We are gradually rolling out nomination access to more Trainers and countries in the upcoming months.
If you believe an in-game location should be modified or removed, you can submit a request for us to review an in-game feature representing a real-world location. Please visit this page for information on how to submit a request.
Reporting Inappropriate Gameplay
To report a player or service that violates the Terms of Service or the Niantic Player Guidelines, contact us through the app. Please note that we can’t discuss any actions we may have taken on another player’s account.
Submit a Ban Appeal
Our goal is to provide our players with a fair, fun, and legitimate gaming experience. We maintain a Three Strikes Policy against cheating and actively remove players that do not respect the rules the rest of the community follows. If you believe you were incorrectly punished, please review this page to submit a ban appeal.
Deleting my Account
For account deletion requests, please contact us using this form and select “Delete My Account” under the issue type dropdown menu. Please note that this action cannot be reversed once fully processed.
