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Teddiursa

Support Manager
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Posts posted by Teddiursa

  1. Hi!

     

    This is usually a temporary issue with your connection. If you are using wifi, I'd recommend you to try restarting the modem and your device.

    If the problem persists, you can try a different internet, like mobile data or a different provider if possible, and a different device in your internet and see if it works. That way you'll be able to isolate where the problem comes from.

  2. 10 hours ago, Sourcerer said:

    Updating the client on iOS devices are somewhat tedious. Is there a plan to improve this aspect for iOS players?

    We understand that it can be inconvenient. Unfortunately, due to iOS limitations, we aren't able to work around this.

  3. Hi,

     

    First, make sure you are typing the correct username. A lot of players confuse username with character name when attempting to login in an account after a while without typing their credentials. This could also explain why you're not receiving an email for the "forgot password".

     

    If you are sure the username is correct, contact us on support.pokemmo.com with a different account explaining the situation and mentioning the name of your character.

    Not always we are able to help with lost accounts, but we will do everything we can.

  4. 15 minutes ago, xLari said:

    Só tem BR aqui e falando tudo em inglês kkk @Allenyatsura@Biqueta@MightyMichele@caioxlive13

     

    Falta a @Teddiursa mandar um hellow tbm!

     

    Viva o google tradutor! xD

     

    image.png.90478907b607433e88596141dfed32e2.png

    Hi! It's because it's part of the rules to talk in english or add an english translation in your posts in the forum. Please either post in english from now on or add a translation, and make sure to stay in the topic of the thread. Thanks.

    -

    Oi! É porque faz parte das regras usar inglês ou acrescentar uma tradução em inglês aos seus posts aqui no fórum. Por favor poste em inglês ou coloque uma tradução de agora em diante, e certifique-se de permanecer no assunto do tópico. Obrigada!

  5. 6 hours ago, rengaret said:

    My question about the Nintendo Switch is not answered even though few ppl are playing the game like that

    There is no problem with playing the game in your Switch.

     

    6 hours ago, rengaret said:

    Someone said that by using VPN and disconnecting, he got banned for 3 days

    Nobody gets banned for disconnecting. The 3 days ban is likely for client tampering, which has nothing to do with disconnecting. They're probably just not reading the message they receive when they get kicked from the game due to tampering. The message tells them which app is causing the issue and to disable it, also to contact support if they believe it's a mistake.

     

    6 hours ago, rengaret said:

    I would like to know what processes should I kill to not get banned.

    First, don't RMT. Second, if you are running anything that isn't allowed in your Android, you will receive a message informing that to you and asking you to disable it.

     

    6 hours ago, rengaret said:

    The message while you are banned and want to log in is misleading

    I am pretty sure you knew you RMT'd when you were banned, we don't need to explain to you that you did.

    That said, we always try to maintain the ban reason specific, but not always it's possible.

     

    6 hours ago, rengaret said:

    Is running the game on let's say 5 devices with 5 unique accounts is allowed or not?

    There is no reason for this to not be allowed. What isn't allowed is running more than one account at the same time in the same device.

     

    6 hours ago, rengaret said:

    Is running the game on devices like retroid pocket allowed

    Since you're a developer, I'm sure you know that there is no reason for an Android-based device to not be allowed to run PokeMMO's Android version.

     

    6 hours ago, rengaret said:

    Do you ban the account by email or by name?

    We will not disclose this information, sorry.

     

    Since all the questions were answered, I am closing this thread.

  6. 1 hour ago, Vertania said:

    How is this helpful in any way?

    I communicated that the situation is known, we appreciate your report anyway. It's not "helpful", I know, but it's the information I am able to give to you in the technical support.

     

    1 hour ago, Vertania said:

    Are you going to do anything to fix the false positives or are you just going to make people keep getting banned over ridiculous things like this?

    I am not a developer, I'm sorry. I am just the leader of our technical support.

    I can only try my best to help you and all the players who make a request in Support Request to find the cause of the issue and a possible fix (permanent or temporary), as well as communicate with developers about new discoveries, when there are any, and instruct/supervise other staff members about how to deal with support issues.

     

    I am continuously trying to help everyone I can on support to find what the issue is and what they can do to play normally right now.

    For anyone reading this: If you are having issues and the articles Staff is sharing weren't helpful, please contact our support by making a Support Request explaining the situation.

    Thank you! 🙂

  7. 1 hour ago, kabssX said:

    Dude you speak from a very comfortable position where I see that this problem has not affected you.

     

    In my case I have been banned twice where I have appealed, sending screenshots and I have received the same response with the same instructions, in my case I did not have any application installed such as Automate, Tasker, Macrodroid, AnyDesk or the split screen function, Even so, I factory reset my phone, I installed pokemmo and they banned me again, ""touching grass for a six days never hurts" maybe you have a lot of free time, but friend, there are people who really have other things to do and it's sad to be banned for something you didn't do, I understand that it is impossible for the development team to evaluate all the cases and provide a prompt solution but it is about having empathy on both sides... the update arrived and many people were banned, clearly there is something that it is not working correctly.

    Hi, did you do the steps indicated on https://support.pokemmo.com/knowledgebase/article/tampering-ban-as ?

    If it didn't work for you, please make sure to contact us by making a Support Request. Thanks!

  8. Hi,

     

    I see you were sent the link to the article on the 19th and 20th.

    We changed it since then to include more information and added one more article linked on it: https://support.pokemmo.com/knowledgebase/article/tampering-ban-as

     

    Please check if it helps you now, and if not, contact our support mentioning specifically that you already read the articles and tried everything listed there.

     

    Thank you!

  9. The staff members were indeed instructed by us to lead players to our articles about Client Tampering:

    https://support.pokemmo.com/knowledgebase/article/tampering-ban

    https://support.pokemmo.com/knowledgebase/article/tampering-ban-as

     

    It is not reasonable to expect us to investigate every single case individually whenever people make a complaint on forum or support, since most of them will be resolved by these 2 articles.

    As Desu said on the thread below, players have been able to resolve the issue by following them, in which is also mentioned that if the issue is not resolved after following all steps, they should contact our support. This is so we can check for false positives.

    I have been working myself on this since the update and I watched closely the other staff members answering these complaints and dealing with this situation. They did everything correctly as they were instructed, and they have been working hard and putting a lot of effort into answering as many people as they can. You cannot expect them to give you answers that only developers can, and the appropriate place to discuss issues that are not resolved with these articles is, as we mentioned, in our support. There is where it's possible for us to check individual cases and investigate more when needed.

     

    4 hours ago, Vertania said:

    They didn't resolve it, though. Like I said in my post, they just reposted the same message they keep dropping in the forums when they lock posts about it.

     

    When you follow that link, it tells you to "Turn off or uninstall any autoclickers, macroing software, or ad skippers you're using." The built-in app that caused the false positive is not any of those and frankly I shouldn't have to disable one of my phones built-in features like that just to play this game.

    As I see in the only ticket you made on support yesterday, you just complained about the wave of bans, closed forum posts and mentioned having "nothing extra on my Android that is even remotely related to PokeMMO and the only in-game settings I've changed have been the controls". You never mentioned reading both articles previously. The answer you received was what we instructed staff to do, lead players to both articles I mentioned.

    It was expected (and, again, mentioned in the article) that if your issue wasn't resolved after following them, you should contact our support again informing this so we could investigate your case, which you never did, so we had no way to investigate and help you further.

  10. Just now, TrainerBlackJack said:

    so what you’re saying is that Signuluos needs to update the client manually by themselves and if they did THAN I can download It again but if they didn’t I have to wait for them ? 

    Yes. We'd like to make this process more efficient but we're not sure if it will be possible.

     

    2 minutes ago, TrainerBlackJack said:

    is there other easy methods for iPhone users to run the game ? Without having to rely on someone else

    All of the supported methods are listed on https://pokemmo.com/en/downloads/ios/

    Signulous is the only one that requires a manual update on their end.

  11. 20 hours ago, Ezequibo24 said:

    Yes, I can run the game but I have visual problems with the Angle Mode, maybe can be that i need another Graphic's, i don't really know. Just I need that because I want to play good again without problems.

    Unfortunately this visual issue happens with some ANGLE users, there isn't any fix for this at the moment and I'm not sure if we will have one eventually, I'm sorry.

  12. 55 minutes ago, luismorad said:

    sin hacer spam ni nada

    [15/10/2023 15:52:17][NORMAL][ES] Luismorad : Quién me dona algooo ?? 🙂

    [15/10/2023 15:52:37][GLOBAL][ES] Luismorad : Quién me dona algooo ?? 🙂 susurren

    [15/10/2023 15:53:50][NORMAL][ES] Luismorad : Quién me dona algooo ?? 🙂

    [15/10/2023 15:53:58][GLOBAL][ES] Luismorad : Quién me dona algooo ?? 🙂 susurrennn

    [15/10/2023 15:54:36][NORMAL][ES] Luismorad : Quién me dona algooo ?? 🙂

    [15/10/2023 15:54:46][GLOBAL][ES] Luismorad : Quién me dona algooo ?? 🙂 susurren porfi

    [15/10/2023 15:57:42][NORMAL][ES] Luismorad : Quién me dona algooo ?? 🙂 quién más ?

    [15/10/2023 15:57:58][GLOBAL][ES] Luismorad : Quién me dona algooo ?? 🙂 susurrennnn :)) gracias tattoo

    [15/10/2023 15:59:03][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 15:59:14][GLOBAL][ES] Luismorad : Quién me da poke o cosmético? Susurrennn

    [15/10/2023 16:00:15][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:00:25][GLOBAL][ES] Luismorad : Quién me da poke o cosmético? .susurrennn

    [15/10/2023 16:01:24][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:02:20][GLOBAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:02:54][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:04:03][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:04:28][GLOBAL][ES] Luismorad : Quién me da poke o cosmético? Y gracias de antemano

    [15/10/2023 16:04:34][NORMAL][ES] Luismorad : Quién me da poke o cosmético?

    [15/10/2023 16:05:36][NORMAL][ES] Luismorad : Quién me da poke o cosmético? Gente. Buena

    [15/10/2023 16:06:08][NORMAL][ES] Luismorad : Quién me da poke o cosmético? Gracias

     

    Aside of this extremely obnoxious spam and begging for donations in the wrong chats and disturbing other players, you also were very inappropriate towards players who complained to you, even breaking the rules /again/ by saying things like

    [15/10/2023 15:53:39][NORMAL][ES] Luismorad : Gey no tengo problemas con ellos alomejor te cogieron de noche y te gustó

     

    The punishment was correct.

    Next time you decide to beg for free things, make sure to use the trade chat and keep the chat appropriate, we will not tolerate this behavior.

  13. Hi! This mod is very heavy and it usually takes a couple minutes to finish uploading. You need to wait until it's complete.

     

    The cancelled upload caused this issue. To fix this, you will need to clear the data of the app. Make sure you remember your username and password before doing that, since this will delete the data saved on login.

    If you need further help, you can contact our support on support.pokemmo.com.

     

    -

    ¡Hola! Este mod es muy pesado y normalmente tarda un par de minutos en terminar de cargarse. Debes esperar hasta que esté completo.

     

    La carga cancelada causó este problema. Para solucionar este problema, deberá borrar los datos de la aplicación. Asegúrese de recordar su nombre de usuario y contraseña antes de hacerlo, ya que esto eliminará los datos guardados al iniciar sesión.

    Si necesita más ayuda, puede comunicarse con nuestro soporte en support.pokemmo.com.

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