Pokémon GO Support and Bug Reports

Something has gone wrong: a research task won't complete, a purchase didn't arrive, or the map keeps showing "GPS signal not found". A few minutes of preparation before you write in can save several rounds of messages. Trainer Hub is an independent fan site: we can't see your account, restore items or pass reports on, so everything below points you to the game's own support.

Where to go

The easiest way into the game's help center is from inside the app: open the main menu, go to Settings and look for the Help or Support entry (labels vary between app versions). From there you can search help articles and find the contact options. If you can't get into the game at all, the same help center is also available on the web; make sure it's the genuine one, not a look-alike.

Problem	Best route	What to have ready
Can't log in, or the wrong trainer appears	Check your login method first, then the help center (on the web if you can't get into the app)	Trainer name, login method, email, when you last played
Purchased item or PokéCoins missing	Help center contact options	Receipt or order number, time of purchase, what you bought
Research, reward or event bonus not working	Check official announcements for known issues, then contact support	Task wording, screenshots, time and time zone
PokéStop or Gym that's unsafe, inappropriate or misplaced	A report option in the Stop or Gym's own menu (wording varies); location fixes may go through a separate edit process where available	A clear description of the problem with the location
Suspected cheating or an offensive trainer name	The help center's reporting options, where offered	Trainer name, where and when you saw it
A warning or suspension notice you think is a mistake	Follow the appeal instructions in the notice itself (see our fair play guide)	Trainer name, when the notice appeared, a short factual explanation
Crash or visual glitch	Help center contact options, after the quick fixes below	Device, OS version, app version, a screen recording

Quick fixes to try first

Support often asks whether you've tried these, so do them before writing in:

Update the app and your phone's operating system. Many bugs are already fixed in newer versions.
Force-close and reopen the game, then restart the phone if that doesn't help.
Check location settings. For GPS problems, check the game has location permission, precise location is on and battery saving isn't restricting it.
Switch between Wi-Fi and mobile data to rule out a network problem.
Free up storage space if the app crashes on launch.
Reinstall only if you know your login. Progress is stored on the game's servers, but you'll have to sign back in, let game data download again and possibly redo some settings. Our guide to account login and linking shows how to check which method you use.

Check whether the problem is yours alone. The game's official social channels, and sometimes the in-game news, announce widespread issues, and the help center has at times published known-issue notices. Asking other players helps too; our page on asking good questions shows what details to give. If everyone is affected, waiting for the fix usually beats another report.

What to put in a bug report

Reports get resolved fastest when support can check or reproduce them without follow-up questions. Include:

A one-line summary. "Research task doesn't count Great Throws" beats "research broken".
What you expected and what happened, in two short sentences.
Steps to reproduce it, in order, as if the reader has never seen the screen.
How often and when it happens: every time, sometimes or once, with the time and your time zone.
Your device, operating system version and app version. The app version is usually shown in the Settings menu.
Your trainer name and login method, and never your password.
Evidence: screenshots or, better, a short screen recording.
What you've already tried from the quick-fix list.

A model report, with brackets for your own details:

Summary: A Field Research task to make three Great Throws isn't counting them.

Expected: each Great Throw adds one to the task. Actual: the counter stays at zero.

Steps: open the research screen and note the counter, catch a wild Pokémon with a Great Throw, check the counter again.

Details: every time, since [date and time, with time zone]. Device: [phone model], [OS version], app version [from Settings]. Trainer name [name], signs in with [method]. Screen recording attached. Already updated the app and restarted the phone.

After you've sent it

Keep the ticket reference and reply in the same conversation; duplicate tickets tend to slow things down.
You may get an automated reply first. A personal response can take longer, especially around big events.
Answer follow-up questions fully, even if you think you've already covered them.

Watch out for fake support

Scammers know frustrated players go looking for help. If you complain publicly about a bug, you may get replies from accounts posing as support that offer to "restore" items or ask for your login. Be wary of any account that contacts you first. Starting from the Help entry inside the app is the surest way to reach the real help center, and genuine support should never ask for your password or a sign-in code. Our guide to staying safe in Pokémon GO communities covers the other common scams.

Feedback that isn't a bug

Suggestions about features, events or balance aren't fault reports. If the help center offers a feedback category, use it and label your message clearly. Keep it short, stick to one idea per message, and describe the problem you'd like solved rather than only your solution. Feedback on our own guides goes to the Trainer Hub Contact page, linked at the foot of every page.

Once the game is working again, the Trainer Hub homepage has guides to catching, raiding and battling.