Website Troubleshooting
General Customer Service:
If you are experiencing problems obtaining or using your My Pokémon Account, please read through the following list of known issues before emailing the Pokémon Organized Play staff. Many of these issues are simple to answer and/or resolve, and are addressed below. Click on the topic that's causing you problems to find out more information.
Signing up for a My Pokémon Account
Why can't I see a link to redeem a Promotion Code?
Signing Up for a My Pokémon Account:
I didn't get the confirmation email within 48 hours after I completed the sign up process.
Please use the Lost Password function to try and retrieve your username and password information. If you do not receive the Lost Password email in 24 hours, please email organizedplay@go-pokemon.com. We will work with you to help you get set up and to track down the source of the problem so it doesn't affect other users.
Email accounts supplied by some Internet Service Providers such as AOL or Verizon may incorrectly identify your confirmation email as unsolicited advertising or 'spam' mail. If you believe this, or a similar error, is happening, please contact webmaster@go-pokemon.com.
The system says my email address is already in use.
You may already have a POP ID and/or a My Pokémon account that is associated with the email address you supplied. Use the Lost Password feature to request your username and password.
If the Lost Password function responds with a message saying that the system cannot find the email address you entered, then you already have a POP ID and an email address on file, but have not signed up for a My Pokémon account with that POP ID. Please restart the sign up process and supply your existing POP ID.
Each user needs to have a unique email address in order to have a My Pokémon account. This is to ensure that no one else has access to your preferences. Even if you and a family member share the email address you provided, that email address cannot be used for multiple My Pokémon accounts.
I don't have a unique email address.
Free website-based email addresses are available at many sites across the Internet, and most Internet Service Providers offer multiple email accounts per customer for free with Internet service. Please activate or sign up for one of these services and use your new address to sign up for a My Pokémon account.
If you are a minor, talk to your parents before signing up for a new email account. They will be able to help you select and monitor the system that is best for your needs.
I have an old POP ID, but I can't remember the password so I can't register for My Pokémon.
Register for a My Pokémon account as though you do not have an existing POP ID. Once you've completed the registration process, see the directions below on how to merge your accounts. I can't activate the POP ID that I got at a tournament.
The POP ID that you received has not been uploaded to our system by the Tournament Organizer yet. Once the tournament you played in has been marked as completed, you will be able to complete the sign up process with your POP ID. Contact the Tournament Organizer that issued you the POP ID and remind them to upload the tournament results.
I have multiple POP ID numbers that I need merged.
Send an email to organizedplay@go-pokemon.com listing the following information. All of this information is required, if one of the items is missing we will be unable to process you request.
- Your name, address, phone number, email address, and birth date
- A list of the POP IDs that belong to you
- The POP ID you would like to keep
Pokémon USA will never ask for your password. Please never give your My Pokémon password to anyone.
Please note that if the information you provide is inconsistent with any of the information in any of the accounts that belong to you, we may need to contact you further to verify that all of the IDs you list do indeed belong to you. If you are a child, please have one of your parents send us this information. We will not be able to process a request from a child. Also, note that the merge process is irreversible. It is therefore extremely important that we are certain that all of the POP IDs that you request be merged together are actually yours.
Logging into My Pokémon:
Enter your email address into the Lost Password function and your username and password will be emailed to you by the system. If the system responds by saying that it cannot find your email address in the database, see below.
When I use the Lost Password function, I'm told that I'm not in the system.
If the Lost Password function responds with a message saying that the system cannot find the email address you entered, please double check that your email address is spelled correctly. Another possibility is that you already have a POP ID and an email address on file, but have not signed up for a My Pokémon account with that POP ID. Please start the sign up process and supply your existing POP ID.
Why doesn't my username and/or password work?
Remember that your username is different from your POP ID, and that both your username and password are case sensitive.
Some users have mistaken the username and password links as part of the sign up process. Please use the 'Sign Up' link, found at the top of each page, to start the sign up process.
Profile:
Not all of my roles are reflected on the 'My Pokémon' page.
If you were a League Leader, Professor, Tournament Organizer and/or Premier Tournament Organizer before the website revamp, and do not see those roles reflected on your 'My Pokémon' page, it is possible that some of your information was lost when you created your account or during a merge. Email organizedplay@go-pokemon.com with your POP ID and a short description of the roles you previously had so that we can research the problem.
It is also possible that you were using different POP IDs to manage your different roles. If this may be the case, please request your POP IDs to be merged as explained above.
Ratings and Rankings:
I can't find my rating or ranking.
When players create a My Pokémon account, he/she can choose to participate in Rankings or not, even though every player who has played in a sanctioned POP tournament has a rating. In order to add your name to the ratings and rankings pages, you need to opt in to the Ratings and Rankings program, as detailed in the Privacy Policy, by editing your profile.
If you have played in a sanctioned Pokémon TCG tournament, you have a rating, but if you have not created a My Pokémon account, no one will be able to view your rating and ranking and you will be ineligible for player rewards. Please take the time to sign up for a My Pokémon account. You will need the POP ID that you were given at the event.
Parents:
I can't view my child's profile information.
If your child has not signed up for a My Pokémon account, or if the Parental Consent form has either not been sent in or has yet to be entered into our system, your child will not have an account to view. Please follow all of the listed steps for signing up and completing the Parental Consent form.
It may be possible that your account is not associated with that of your child's. To fix this, please email organizedplay@go-pokemon.com with you and your child's POP IDs and the approximate date you sent in the Parental Consent form.
Leagues:
I'm not correctly associated with my Leagues.
The previous system listed a separate POP ID for each player and league. The web site has been revised such that users only need one POP ID, and users can act as League Leader for multiple Leagues. To associate you with the proper Leagues, please email organizedplay@go-pokemon.com with information identifying you, your POP ID, and the Leagues that you should be associated with. We may need to contact the League Owner to verify that you are the League Leader of the Leagues you mention.
I can't order kits for my League.
The only people allowed to order kits for the League are the League Leader and Owner. If you are the Leader or Owner of the League and cannot order kits, see the previous entry to find out how to associate your account with the appropriate League(s).
Why isn't my League location showing up on the locator?
If the League Owner has not signed up for their My Pokémon Account, the League cannot be displayed on the League Locator nor have Leaders associated with it. It is therefore extremely important that the League Owner of a League that existed before the website revamp sign up for a My Pokémon Account at their earliest convenience.
Tournament Organizers:
I can't sanction any tournaments.
If you are a Tournament Organizer in good standing, you will not be able to sanction any new events until you sign up for a My Pokémon account. In addition, new Tournament Organizers and Tournament Organizers with new My Pokémon Accounts are given a special trial status that only allows them to have 3 pending sanctioned events at a time.
I'm having trouble uploading the results of one of my events.
If you ever have trouble uploading the results of the events, please email the .TRN file that was exported from Tournament Operations Manager, your POP ID, the tournament ID, and details of any relevant software issues to webmaster@go-pokemon.com. We will either correct and upload the event for you, or email you back with instructions on what to do to fix the problems.
I can't upload one or more of my reserved POP IDs.
Reserved POP IDs need to either be updated with the uploading of a TRN file, or manually before the manual reporting of the event results. If there is an error in the database concerning the POP ID, your POP ID or role as a Tournament Organizer, or the cataloging of the POP IDs as they are assigned to you, there may be a problem assigning information to the POP ID. To resolve the issue, please email organizedplay@go-pokemon.com with your name and POP ID, the POP IDs you are having problems with, the information that you want to assign to those POP IDs, and the first and last numbers of the POP ID cards you have been issued.
Promotion Code:
Why can't I see the link to redeem a Promotion Code?
You may be running an Internet Security tool that is modifying webpages you view.
Norton Internet Security (also known as Norton Utilities) is known for doing this.
You must disable the security tool, close all Web-browser windows, and re-open the webpages. You
may also need to clear your browser's cache (or "Temporary Internet Files").
Instructions on how to disable blocking depend upon the security tool you are running.
Norton users can try the instructions listed
here and
here.
I put in my code and it says it is not valid, but I am sure I entered it right. How do I fix this?
Check your promotion code again, please. Sometimes the letter "o" and the number "0" (zero) can be confusing. Try both or combinations of both.
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