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Premium Pass Issues on Android - Please Help

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StanHertz
StanHertz Member Posts: 8 ✭
First Comment
in Pokémon TCG Pocket Bugs & Feedback #1

I am playing Pokemon Pocket TCG. I have the Premium Pass. It does not recognize the pass anymore. It asks me to "sign in with the Google account you used to make your previous purchase and try again."

I don't have any other accounts on my phone that I have used with Google Play. Google confirmed my subscription is still active through 2/14. No interruption, check with the app developer.

To truly make sure it wasn't me, I wiped a tablet completely, only put on one Google Play account, and installed TCGP, logging into the same account. No other apps on the device. Same error as above that I got on my phone.

I emailed Pokemon customer support. I have not heard back for 4 days. I am paying for a premium pass and am missing packs every single day. I have no idea if/when they will respond.

Any suggestions?

Comments

  • Mod_Bee
    Mod_Bee Moderator Posts: 926 mod
    500 Comments 100 Likes Third Anniversary 25 Agrees
    edited February 4 #2

    Hi @StanHertz, thanks for bringing this to our attention. Are you submitting a ticketing through our website? To submit a ticket, please go to support.pokemon.com, select the Pokémon TCG Pocket link, and click "Contact Us."

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #3

    Yes, I did and I got a ticket # via email. But I have not received any replies in a week. Can I provide the ticket id to you or someone else to look into?

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #4

    Yes, I submitted a ticket through the website. I received a "We have received your request" reply with a ticket ID. That was a week ago. No replies since then. I checked my spam folder as well. Can I send someone my ticket ID to investigate?

  • Mod_Bee
    Mod_Bee Moderator Posts: 926 mod
    500 Comments 100 Likes Third Anniversary 25 Agrees
    #5

    Thank you for the update, @StanHertz. The support team has experienced an increase in tickets the pass week for TCG Pocket, therefore, we recommend submitting a new one. We appreciate your patience!

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #6

    Thank you. I submitted another ticket. I hope someone replies.

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #7

    I received a reply but it was not very helpful. I have paid for a premium pass I cannot use. Is there anyone I can contact about this? Obviously, I won't plan to get the Premium Pass again if I'm literally going to get nothing for it.

  • SpardaLDK
    SpardaLDK Member Posts: 2 ✭
    First Comment
    #8

    I have the same situation, already created 2 tickets. 2688686 and 2703440 and still no response. There is clearly a bug I got robbed. I paid for pass that is not working. I dont want a refund I need the 7 packs I missed and you to fix this issue

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #9

    Same, I don't want a refund. I want my packs. Or hourglasses for packs.

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #10

    My ticket IDs: 2700027 and 2686447 in case someone here can look into it.

  • StanHertz
    StanHertz Member Posts: 8 ✭
    First Comment
    #11

    I got a useless reply today. They said to talk to Google. I said Google says everything is ok on their end and it's the dev's responsibility. I would really appreciate a reply from a real person before I file a chargeback and uninstall. I like this game a lot, but I expect to get something when I paid for it.

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