Pokémon GO customer service phone number — complete practical guide

Is there a Pokémon GO customer service phone number?

Short answer: Niantic (the developer of Pokémon GO) does not publish a general-purpose customer service phone number for player support. Since Niantic’s consumer support has been centralized into digital channels—primarily the in‑app Help system and the official online Help Center—phone contact for routine issues (gameplay, technical errors, in‑game purchases, account access) is not available as a direct hotline.

This design is intentional: it funnels tickets and diagnostic data (logs, device info, game state) into a single support stack so engineers and agents can triage efficiently. If you need synchronous human help for purchases or platform account recovery (Apple/Google), those platform holders do have phone/support routes; for game-specific problems, use Niantic’s official digital channels listed below.

Official channels and where to go first

Primary Niantic / Pokémon GO support entry points (use in this order for fastest resolution): the in‑app Support link, the Pokémon GO Help Center on Helpshift, and the Niantic Safety & Legal pages. Key URLs (as of 2025) you should bookmark:

• In‑app Support: Open Pokémon GO → Settings → Help → “Contact Us” (attaches logs automatically)
• Pokémon GO Help Center (Helpshift): https://niantic.helpshift.com/a/pokemon-go/
• Main Niantic site / Safety: https://nianticlabs.com/ and https://nianticlabs.com/safety/

Niantic also maintains a dedicated support Twitter account for status and advisories (@NianticHelp) and posts major incident updates on the Pokémon GO official site (https://pokemongolive.com). Use these for outage information, but submit tickets through the Help Center for account‑level resolution.

Step‑by‑step: how to raise an effective support ticket

Submitting a ticket via the in‑app route is the fastest because it can include automatic diagnostic attachments: device model, OS version, app build number, and a recent log snapshot. If you cannot open the app, use the Helpshift web form and include the same technical details manually.

• In‑app (recommended): Settings → Help → Contact Us → select the most specific category (Account, Purchase, Gameplay, Banned Account). Attach screenshots and use chronological timestamps (YYYY‑MM‑DD hh:mm) for incidents.
• Web: https://niantic.helpshift.com/a/pokemon-go/ → choose topic → Submit a ticket. If appealing a suspension, use the “Appeal” flow and include the player nickname and Player ID.
• For purchase/refund issues: include your platform receipt (Apple/Google receipt ID or order number). Apple refunds: https://reportaproblem.apple.com; Google Play refunds: https://support.google.com/googleplay/answer/2479637

Expect an initial automated acknowledgement immediately and a human reply typically within 24–72 hours; complex cases (bans, device/account recovery) often require 3–14 days depending on the volume of evidence required and event‑period backlog.

What to include in your ticket (exact data agents need)

Ticket quality determines speed of resolution. Provide precise, verifiable data so agents do not need to ask follow‑ups. A minimum effective ticket contains the items listed below.

• Player nickname and numeric Player ID (found in Settings). If you cannot log in, give any alternate IDs, prior nicknames, and the approximate date you last accessed the account.
• Device model (e.g., iPhone 12, Samsung Galaxy S21), exact OS build (iOS 17.4.1, Android 13), and Pokémon GO app version (shown at bottom of Settings). Include screenshots of error messages and the date/time (local timezone) of the incident.
• For purchase disputes: platform (iOS/Android), order number and transaction ID from the App Store/Google Play receipt, item bought (e.g., 1,200 PokéCoins for $9.99 USD), and billing email.

Attach up to three clear screenshots showing the issue: error code, purchase confirmation, ban message, or GPS/map state. If you lost account access due to 2FA or auth provider issues, list the linked authentication method (Google, Apple, Pokémon Trainer Club) and any recovery emails or phone numbers used.

Appeals, bans, refunds and account recovery — practical details

Account suspensions and permanent bans must be appealed through the Support Center. Use the “Appeal” category and provide incident timestamps, screenshots, and a concise factual narrative. Niantic’s policy timeline: temporary suspensions can be hours to weeks; permanent bans are subject to manual review and are not guaranteed to be overturned.

Refunds for in‑game purchases are primarily handled by Apple or Google, depending on your platform. Niantic can issue limited refunds in exceptional cases but will normally direct you to the platform’s purchase dispute process. Example USD PokéCoins tiers (typical as of 2025): 100 PokéCoins = $0.99; 550 = $4.99; 1,200 = $9.99; 2,500 = $19.99; 5,200 = $39.99; 14,500 = $99.99 (regional VAT and local currency alter prices).

Urgent safety, legal, or press enquiries

If you have an urgent safety incident (real‑world harassment, dangerous behavior), use the in‑app “Report” tools and follow up to the Safety Help pages: https://nianticlabs.com/safety/. For legal requests or law‑enforcement inquiries, refer to Niantic’s legal contact and DMCA information on the main site (https://nianticlabs.com/legal/). Do not expect consumer support channels to handle legal subpoenas—those require formal channels.

For press or partnership inquiries, visit Niantic’s corporate site (https://nianticlabs.com/) and use the contact/press form. Do not rely on unofficial phone numbers you might find in web searches; always use the URLs above to ensure you’re contacting an authorized channel and to preserve your account security.