Account issues and help logging in

What issue are you experiencing?

Please select an option

I don’t remember my email address Forgot my password My account appears reset to level 1 Something else


I don’t know which email address I used to log in to Pokémon GO

If you do not know which email address you used to log in to Pokémon GO, we may be able to help recover it by looking up your Trainer nickname.

Do you know your Trainer nickname?

Yes No

I know my Trainer nickname

Please contact us for assistance on recovering your email address.

I don't remember my Trainer nickname either

Don’t remember your Trainer nickname or your email address? Please keep in mind that we will not be able to locate your account in our system without one of these pieces of information.

To help find your Trainer nickname, we recommend reviewing screenshots you may have saved on your mobile device while playing Pokémon GO. Your nickname appears in the bottom left corner of the screen in Map View, or above your Avatar on the Trainer Profile screen. Once you have found your Trainer nickname, contact us.

Still having trouble?

If you don’t remember which Google account you used to log in to Pokémon GO:
Please visit Google’s recovery form to receive a list of all your Google email addresses.

If you don’t remember which Pokemon Trainer Club account you used to log in to Pokémon GO:
Please visit the Pokemon Trainer Club website for help recovering your account. For further assistance with Pokémon Trainer Club, you can reach Pokémon support at the Pokémon Support website or at techhelp@pokemon.com.

I forgot my password

Pokémon GO does not collect or store account passwords. Our support team cannot access or reset your password. Your account password is maintained by your login provider: either Google or the Pokemon Trainer Club.

To change or reset your password, please visit your login provider website:

Google account: For information on resetting or changing your password, visit the Google Accounts Help Center.

Pokemon Trainer Club: visit the Pokemon Trainer Club website to reset or change your Pokémon Trainer Club password. For further assistance with Pokémon Trainer Club, you can email Pokémon support at techhelp@pokemon.com.

My account appears reset to level 1

If your gameplay progress appears to have been reset, you may have inadvertently created another Pokémon GO account. Please be assured that your gameplay progress has NOT been lost. It remains safe and intact.

This issue happens when you create a Pokémon GO account with one login method (Google Account or Pokémon Trainer Club) and later attempt to sign in with a different login method or email address. If you create an account with one login method and later attempt to use the other login method, a second account is created.

To resolve this issue:

You will need to log out of the account you’re currently using and then sign in with the credentials you originally used to create your Pokémon GO account. Please contact us and we can help walk you through the steps to resolve this issue.

Something else

I received an error message when logging in The app is stuck on the loading screen I would like to transfer my account to another email address I would like to switch my login method

I received an error message when logging in

Select the error message

For more information on the issue you encountered, please select the error message you received while attempting to log into Pokémon GO.

The app is stuck on the loading screen

Occasional login issues may be caused by temporary server issues. Please follow our Troubleshooting Guide which should help resolve these issues.

I would like to transfer my account to another email address

At this time, you cannot switch your account from one email address to another email address or merge two accounts.

I would like to switch my login method

At this time, you cannot transfer your account’s login method from a Google Account to Pokémon Trainer Club or vice versa.

Please note: if you create an account with one login method and later attempt to use the other login method, you will inadvertently create another Pokémon GO account.