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Teddiursa

Support Manager
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Teddiursa last won the day on July 18 2023

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About Teddiursa

Profile Information

  • Gender
    Female
  • Location
    Sinnoh
  • IGN
    Teddi

Contact Methods

  • Discord
    Teddi#2173

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Teddiursa's Achievements

  1. Added an article in our Support Knowledgebase about the Character Name Reservation. Please read it in case you have questions about a reserved character name.

    If you need help or have further questions, feel free to contact our support.

  2. 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.
  3. We understand that it can be inconvenient. Unfortunately, due to iOS limitations, we aren't able to work around this.
  4. 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.
  5. Hi, you can open the pokemon's summary and click on the pokedex there.
  6. Hello, Yes, you can report them by making a Player Report in our support platform. We consider avoiding the block to continue to contact the person who blocked you as harassment, and all cases are investigate on a case-by-case basis.
  7. 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!
  8. There is no problem with playing the game in your Switch. 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. 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. 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. 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. 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. We will not disclose this information, sorry. Since all the questions were answered, I am closing this thread.
  9. Hello, We did receive some reports about these apps today. We are working on a solution for this and for other apps we identified. Thank you for reporting it to us, and apologies for the inconvenience.
  10. 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. 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! 🙂
  11. 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!
  12. 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!
  13. 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. 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.
  14. It's an automatic process, our website is always up to date.
  15. Yes. We'd like to make this process more efficient but we're not sure if it will be possible. 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.
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