[GENERAL] Other - Entire collection missing

[Patro12]

Hello

My problem is missing cards. I returned to PKMN: TCGonline after 4 years and all my collection just disappeared. Not just collection but even all statistics. I would like to see some explanation or something. Thanks for every help.

[Mod_Elderberry]

Hello Trainer Patro12,

 

I understand that you can not see the cards on your account after returning to the game after being away for 4 years.

 

There is a known issue that happens in rare cases, that when you return to the game after a prolonged period of time, the first time you log back in your cards will not display. To resolve this issue in most cases, you can simply restart the game and the cards should be visible once again as expected.

 

I suggest trying that, and if that doesn't work, please do let me know.

[Patro12]

Hello again,

 

I tried to login throug iPad and PC all day.  Still same like I´ve never played it before.

[Mod_RedDragon]

Hello again,

 

I tried to login throug iPad and PC all day.  Still same like I´ve never played it before.

Hey there!

 

If you are sure that you have signed into the correct account and you are still missing your collection, please reach out to the support team so they can look into this further with you. You can create a ticket by clicking the link in my signature, selecting the PTCGO option, and then selecting "Contact Us". 

[vadimatov]

All the cards I bought from the store or won with Tavern Brawl are currently missing. All I see in my collection are basiccards and cards from adventure. Could you please look at this error? I checked the forums (both EU and US) but nobody else seems to have this issue.

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Edited December 21, 2018 by vadimatov

[Mod_Jynthu]

Hello vadimatov,

 

If you believe you may be missing items from your collection, please submit a ticket for further assistance. You can create a ticket by clicking the link in my signature, selecting the Pokémon TCG Online option and then clicking "Contact Us". 

[Matthewcgreen]

Same problem here all cards are gone and game wants me upgrade but I cant upgrade with an existing account. Cant do anything and it sucks my kids are very upset. I set in a ticket to support now waiting to hear back some day.

[Mod_RedDragon]

Same problem here all cards are gone and game wants me upgrade but I cant upgrade with an existing account. Cant do anything and it sucks my kids are very upset. I set in a ticket to support now waiting to hear back some day.

It sounds like you may be playing on a Guest account. Please see the steps below on how to upgrade a Guest account.

 

Select the gear icon at the top right of the game client and then select "Exit". Be sure to select "Exit Game" from the two options you see. Once you do that open the TCGO client again and select "Start" again. You should then see the option to upgrade your Guest account. Select the "Upgrade" option. A browser window should open for you to create a new account. Please know that you will need to use an email that has not been used to create a previous account. Once you have created your account please be sure to verify your email.

 

 

After your email has been verified, simply return to the TCGO game client and select the "Log In" option that is shown on the upgrade screen. This will allow you to log in with your newly created account which should also retain your progress. 

 

If you already have an account, please click here to see how to exit Guest mode and log back into that account.