narutonice lost the game and the pokemon [LOCKED]

[Matheusvilla]

my friend narutonice lost the pokemon and the game only he can not recover the game he changed the name and password but can not enter please respond

[Calahan]

my friend narutonice lost the pokemon and the game only he can not recover the game he changed the name and password but can not enter please respond

Hi there and foremost, sorry for your/his inconvenience.

 

It seems that he's merged his account into Silver and played on it, so there can be multiple reasons why he "can not enter", for which you can find solutions in the Read this before making a General Support topic:

 

- Quotes for visibility -

• Hit by a "Cannot connect to server" message
  

 

Follow these steps and you will be fine:

1. Check your requirements.

 

2. Please confirm that the server is online via the official server status link here.

Sometimes, the server can go down, but the website can show it as being online. Please be patient and try to use the F5 button again.

 

3. Please make sure your e-mail is confirmed, as you can login in forum without a confirmation, but you need it in-game.

 

4. Always make sure your client is up to date! You must download a new client each time when a new update is released: Client Download Repository (delete the old client before extracting the new one). You will be given a prompt before logging in ("Out of date version") if your downloaded client is not updated.

 

5. If you are receiving a "Can not connect to server" prompt, the best course of action to take would be to completely close the client, relaunch it and try again. Please read carefully step 2 before you read this step. Almost most cases for "Cannot connect to server" prompt is the server being down.

 

If you are able to see a "Logging in" prompt and it fades, please be patient as at this point, the client is attempting to establish a connection and/or will place your account in a temporary "ghost" queue. Afterwards, you will be placed into the server at a later time without being able to see the queue box. It happens when having many people join in server, so try to restart your client and try again. It can take 3-5 times for the queue to be shown.

 

If you are receiving a “Server locked” prompt, then that means that the server has been locked by an Administrator and a server maintenance is imminent. So follow step 2 and wait for the server reboot to be done.

 

6. If after loading up the launcher (and after when you press the "Login" button) the message "Connecting to server" appears and afterwards the screen freezes and nothing happens you will need to completely close the client and open it again (it can happen 3-5 times). Also always check if the server is down!

• Are you using Proxy? Try not using it, and then test again

• Are you trying to play at home/work/school? Your school/work or any public connection, they could have had their IP blocked already or be blocking the game on their network, you would need to ask them to find if that's the case

• It could also be your provider blocking the game, which case you could try contacting your internet provider to try and get it unblocked as seen in this post. You could also use a VPN although you should check you're allowed first.

 

 

 

If nothing works but he can log on the forum, please ask him to do so, and to post in General Complaint Area for privacy reasons. We will assist him there.

 

You can also ask him to reset his password on the Dashboard again, following the instructions he will get in the mail, and ensuring his new password is alphanumerical (exclusively composed of letters and numbers, avoiding special characters).

 

 

Without more detailed informations about his issue, I cannot assist further. In the future, please refrain from posting multiple threads about a single issue.

 

I wish you to have a nice day,

 

- Locked -