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[GAME] Collection - Just had 17 packs deleted from my account with a trade error


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01 January 2019 - 06:54 AM

#1

Pixie8777

    Rookie Trainer

  • Pixie8777

I tried to create a trade offering 15 Lost Thunder booster packs, 1 Crimson Invasion booster pack, and 1 Pikachu Avatar Collection box. I got no notification the trade was created, and then a minute later I got an error saying the trade was not created. In that time I created another trade that DID work. In between the packs were completely deleted, and obviously no trade was created either (the packs weren't marked locked, they were deleted completely).

 

How do I go about contacting support to get the packs retrieved :(


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01 January 2019 - 08:11 AM

#2

Sakura150612

    Elite Trainer

  • Sakura150612

Did you try restarting the game, or maybe even uninstalling and reinstalling? It's not much of a solution if they really did disappear, but most of the bugs that have been reported in the past where packs did something weird (disappearing or something similar) have ended up being just visual bugs which solved upon restarting the game. If they're still gone after that then I don't know what happened. You'd have to send a support ticket in the Support Portal for more specific, technical help on the issue.


Edited by Sakura150612, 01 January 2019 - 08:11 AM.

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01 January 2019 - 09:08 AM

#3

Pixie8777

    Rookie Trainer

  • Pixie8777

Did you try restarting the game, or maybe even uninstalling and reinstalling? It's not much of a solution if they really did disappear, but most of the bugs that have been reported in the past where packs did something weird (disappearing or something similar) have ended up being just visual bugs which solved upon restarting the game. If they're still gone after that then I don't know what happened. You'd have to send a support ticket in the Support Portal for more specific, technical help on the issue.

 

No definitely not a visual bug. They are definitely gone :/. I don't see how uninstalling and reinstalling will do anything because it's definitely not a display bug. It happened right after the servers came back up from maintenance and the servers were wonky. If you hit play it would just sit there loading, trades wouldn't load, etc. Other people reported issues in the lobby as well.

 

What I think happened was I tried to create this trade with 17 packs, and the server was stalled or something, and then when I created another trade before the 17 pack trade resolved/errored, and that 2nd trade was successfully created, and THEN I got the error saying the first trade had an error and did not create, that the packs disappeared/deleted because they were not given back to me yet, but I had created a new trade, which made the system "forget" about the 17 packs. 

Really sucks, I hope I can get them retrieved. What's the best way to contact support? All I found was a question submission form. 


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01 January 2019 - 08:45 PM

#4

Sakura150612

    Elite Trainer

  • Sakura150612

Reinstalling is just a standard procedure in troubleshooting. It's not guaranteed to solve anything, of course. Sometimes it does, so that's why it's usually one of the first recommendations you hear even if it won't always solve the problem.

 

The question submission thing is actually the only way of contacting support. I'm assuming you're talking about this one:

 

support.pokemon.com/hc/en-us/requests/new?flash_digest=3354bda5c3057d6e3b4b917741ba24f0f990effa&ticket_form_id=360000017573

 

If doing the standard reinstalling and such doesn't do anything, all you could do is to send a question explaining the details of what happened and wait patiently for an answer. Be warned now though, that they can take a while to give you a full answer. Sometimes they give you a confirmation that they received it  a few days afterwards, but an actual, complete answer can take up to weeks to arrive.


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01 January 2019 - 11:32 PM

#5

Mod_Turtle

    Moderator

  • Mod_Turtle

Hello Pixie8777,

 

You can submit a ticket for this issue by clicking the support portal link in my signature. From there, make sure you are logged in and click the "Pokémon Trading Card Game" link then click "Contact Us". Let the support team know what happened and they will be able to investigate this issue.

 

Please let me know if you need any additional assistance with this.


Moderator Turtle
Pokémon TCG Online Moderator
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