Kubrick

Hi. Thank you for contacting us about your issue. You have my apologies for this situation. It was announced on the official Discord that this could potentially happen after the recent Client update, thus why it was recommended to wait couple hours or so before doing Bosses or PvP'ing. It was then announced a few days after that the release for the new Client and the new PvP reward system would be delayed because of some issues encountered, which sadly could have played into the issue as well. If you are not a part of it yet, I recommend you join the Discord by clicking this link. That being said, if this issue persists constantly, there are a few things you can try to hopefully remedy the situation: - If you're on Mobile, try switching to a stable network that isn't 5G if you have access to one. Make sure no big download or too many people are connected on it so the connection runs as smoothly as possible. I recommend using the Legacy Client for Android as it's known to fix a couple issues for Android users. - If you're on PC, make sure your Wireless Adapter is working and up to date. If you are using an Ethernet cable, make sure that it's well connected and that your ISP (Internet Service Provider) is running and not having any issue. I again present you my apologies for the situation you've encountered. I hope the solutions provided will be of assistance and that the issue will be permanently resolved soon. Always feel free to come back and ask if you have any future question or comment. Good luck in your adventures! - Kubrick

Hi there. My thanks to @Lyn1311 for providing the solution. Indeed, all Pokémon in your team must be level 100. Glad to know your issue was fixed. I will now lock this topic as it's been resolved. Always feel free to come back and ask if you have any other questions in the future. Good luck in your adventures! - Kubrick

Hello again. I thank you for your patience. I have discussed with my fellow Staff Members. This is an known issue that has indeed been happening since a December 2024 update. The developers are aware of it and will be working on a fix. Until then, we can but wait. That being said, I have done personal tests with more than one TV to try and maybe find some sort of fix for the issue until then, specifically on Windowed Resolution at 640x480. I sadly do come to the same solutions as mentioned before, which would be to try the 800x600 Resolution as it is relatively close to the 640x480 and the GUI is more proportionate to the screen when the "GUI Scale" option is at minimum. I understand this may not be the ideal solution once again, but until a proper fix is given to the 640x480 Resolution, this should be serviceable. I once again thank you for your patience. Be sure that the issue will be worked on and you will be notified when a proper fix is available. Until then, do check out the solutions described above and on this thread by other players. Always feel free to come back and ask if you have any other question or comment in the future. Best of lucks, - Kubrick

Hi. Thank you for contacting us about your issue. Does this kind of issue happened with any other application on your device? Are you still experiencing the same issue? If so, here are a few solutions I can propose to hopefully remedy the situation: 1. Make sure before anything that your Internet connection is constant and stable. 2. Try and uninstalling and reinstalling the game. To do so, make sure to first delete every PRO file on your device (including the temporary files). Once you're sure nothing remains on your device, re-download the client here. Before starting the Client, run it as Administrator. 3. If after trying these solutions nothing changed, if possible, try and log via a different device. Log in, then try to proceed further with the story. If after all this the issue still persist, I would ask you to come back and mention it here so we can proceed with further assistance. Looking forward to your reply, - Kubrick

Hi. Thank you for contacting us about your issue. I have looked into your Inventory. I indeed cannot find any Nature Reroll Ticket but I do see one Reroll Ticket. Would it maybe be possible that you accidentally paid 150 PvP Coins to buy a Reroll Ticket instead of one or two Nature Reroll Ticket? If you are adamant that you really had clicked and bought a Nature Reroll Ticket, please come back and mention it here so we can proceed with further assistance. Looking forward to your reply, - Kubrick

Hi. Thank you for contacting us about your issue. May I ask if you are able to open the game now? If not, may I ask to provide more details, please? I will add a series of question that may help provide more clarity on the source of the issue: 1. Are you not able to launch the Client itself? Does an error message appear when you try? 2. When you re-downloaded the game, did you make sure to delete even the temporary files as well as every single PRO file on the device? 3. What device are you trying to launch the game from? Please answer the questions and provide any additional details you judge useful. Any screenshot you could provide would also be appreciated. Looking forward to your reply, - Kubrick

Hi. Thank you for contacting us about your issue. My thanks to @Pinklax for providing assistance. As stated, you have to make sure that you are hunting inside an area within enclosures with yellow, blue and red flowers. You must also keep in mind that the Repel Trick isn't a one for one technique, meaning it might take a few dozen repels before one Pokémon appears. If you are using a combo of both the level and the sync on the same Pokémon, always make sure it's on the first spot of your team. The level of your Pokémon is right, so I encourage you to keep going. We hope the information provided will be useful. Always feel free to come back and ask if you have any future question or comment. Good luck in your adventures! - Kubrick

Hi. Thank you for contacting us about your issue. I have consulted with my colleagues about this situation. This seems to be related to the announcement made yesterday on the Official Discord about a scripting issue with Rare Candies. Now that the situation is resolved, I was told that some Items were removed from players's Inventories that were related to that scripting bug. I was assured noo legal Items were removed, only what was considered to have been acquired with or during this scripting bug. So your Rare Candies being lower isn't a bug, it is totally normal. We hope the information provided will help clear and make sense of the situation. Please always feel free to come back and ask if you have any other question, comment or issue in the future. Good luck in your adventures! - Kubrick

Hi there. Thank you for letting us know about this situation. I am glad it seems to be fixed and that you can continue with your adventures. I will forward this particular situation to my colleagues in case it may be an ongoing issue affecting other players as well. In the meantime, I will now lock this topic as resolved. Please do feel free to come back and ask if you have any other question or comment in the future. Good luck in your adventures! - Kubrick

Hi. Thank you for contacting us about your issue. I have looked into your Inventory on both Silver and Gold servers. Unfortunately, I was not able to find any trace indicating you ever had an Exp. Share. I noticed you had an Exp. Boost Potion and some Exp. Candy M, but I sadly never found an Exp. Share in your Inventories or in one of your Trades. To get an Exp. Share, you must go to either Route 2's Stophouse 3(Kanto), the National Park Stophouse 1 (in Johto), Mauville City's Stophouse 3 (Hoenn) or in Route 214's Stophouse (Sinnoh). In any of those locations, a Professor Oak Aide NPC will be there and by talking with him, he will provide you with an Exp. Share. Please note that the item isn't tradeable and every player can have only 1 Exp. Share on their account. More details can be found here. We hope the information provided will be useful to you. Please always feel free to come back and ask if you have any future questions or comment. Good luck in your adventures! - Kubrick

Hola. Gracias por ponerse en contacto con nosotros acerca de su problema. Verás, Chris Navideño tiene una serie de recompensas muy específicas que dependen de las victorias consecutivas que consigas. Después de 24 victorias consecutivas, te premiará con un Angel Halo Ring cosmético. A partir de 23 victorias consecutivas contra él, no te recompensará con un billete de reaparición, sino con un billete de reaparición natural. Si consigues vencerle otras 24 veces consecutivas, la recompensa seguirá siendo un Halo y no un Reroll Ticket desafortunadamente. Puedes consultar las recompensas y más detalles sobre Christmas Chris aquí. Esperamos que la información proporcionada te sea útil. Por favor, no dudes en volver y preguntar si tienes cualquier otra duda, problema o comentario. ¡Buena suerte en tus aventuras! - Kubrick

Hello again. You have my apologies for the delay of response. My thanks to @Lugario for taking the time to provide additional information and assistance. After further checks and consulting with my colleagues, I again could not find any traces of the Tree Axe. This leads me to believe that it is possible that you never had a Tree Axe in the first place. I checked your Inventory and Trades on both the Silver and Gold servers and in your Inventory, I did find a Pick Axe on the Silver server but no trace of a Tree Axe. If your Tree Axe was on one of your Pokémon, in your Inventory or traded out, it would've been possible to pinpoint exactly where it was. As it stands currently, no traces of a Tree Axe were found anywhere. I understand this may not be the outcome you hoped for and I can but present you my apologies for this unfortunate situation. Please always feel free to come back and ask if you have any other question or comment in the future. Good luck in your adventures! - Kubrick

Hello again. My thanks to @SnappyWNL and @Nlyax for providing answers as well. After your further explaination, I believe that is what must've happened: You bought two reroll ticket for 500 PvE coins and you went to Psychic Marina. However, again as stated by other players, you used these two reroll tickets to ACTIVATE the Double Reroll service only, not to actually reroll your Legendaries. To activate the Double Reroll service, you must pay either 1.2m, 2 Reroll Ticket or 1 Mysterious Ticket upfront to have the Double Reroll Service activated for one hour. We hope the explaination provided will help out clear the confusion. You have my apologies for this unfortunate situation. Do not shy away to come back and ask if you have any other questions or comment. Good luck in your adventures! - Kubrick

Hi. Thank you for contacting us about your issue. Can I ask if you had activated the Double Reroll Service before this happened? When you rerolled your Kyurem, did you notice the window popping up of the new IVs on your Kyurem? Were you adamant you had two Reroll Ticket when you went to the NPC? Did a crash or connection issue happen prior or after your rerolling? Your answer to these questions would be appreciated, but I believe it may be possible you were wrong about the quantity of Reroll Ticket in your possession or had previously used another. In any case, we will do our best to look further into it. Looking forward to your reply, - Kubrick

Hello again. I will consult with my colleagues to try and see what we can do. In the meantime @Maddara, after some checking, I believe the 600x480 resolution may be the key issue. Depending on the size of your screen, I would recommend to try the 800x600 resolution then relog to see if the proportions are to your liking. As for you @Jianychta, I would suggest the same, try and get the 800x600 resolution and relog. I will come back to you as soon as I have a concrete answer. Looking forward replying back to you, - Kubrick