ACCOUNT ISSUES
AND HELP LOGGING IN

Gameplay Progress

My progress was reset to level 1

I forgot my email address

I don’t know which email address is used to log into Collect2Play

Banned account

I think my account is banned
I received the message: “Your account has been suspended for violating the Terms of Service”

I’d like to change something about my profile

I’d like to…
- change or reset my password
- switch my team
- change my Trainer nickname
- switch my login method
- transfer my account to another email address

I received the message…

“This device, OS, or software is not compatible with Collect2Play
“Your account has been suspended for violating the Terms of Service”
“Unable to authenticate. Please try again.”
“Failed to log in.”
“Error 502”

The app is stuck on the loading screen (Android)

This may happen if our servers are experiencing a temporary issue.
If the issue persists, please make sure your phone has the latest version of Collect2Play and ensure that your phone has not restricted background data access for Google Play Services and Google Play Store. Learn how to turn on background data.

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