The Pokémon GO Web Store is an online shop designed to give players a great deal on PokéCoins, premium item bundles, and event tickets compared to the in-app shop.

Web Store Highlights

• Get a Better Deal: Web Store purchases primarily offer better deals, including bonus PokéCoins on standard bundles and exclusive web-only item packs.

• Earn Extra Points via the Reward Road: Every purchase you make earns you points toward the Reward Road. Advancing down the road unlocks extra items, milestones, and premium rewards! Read how it works here: What is the Reward Road?

• Easy Code Redemption: Instead of navigating complex menus, you can input promo codes directly on the web store to get items injected straight into your game: How do I redeem an offer code on the Web Store?

Sign-In Methods

To login, use the active credentials linked directly to your Pokémon GO account:

• Google Account

• Apple ID

• Facebook

• Pokémon Trainer Club (PTC)

• Niantic kids 

Note: if you are using a kid account you only can access to redemption code function, but you will not see the shop contents nor the reward roads

Need Help With a Purchase? (Where to Contact Support)

If you need a refund, run into a payment failure, or haven't received your items, your support path is dependent on your payment provider (Merchant of Record). Before reaching out, open your transaction confirmation email or look at your bank statement to see which company processed the charge:

💳 Scenario 1: Your confirmation email is from Xsolla

• Sender Email: [email protected]

• What to do: Xsolla handles all billing inquiries and refunds for their processed transactions.

• Contact: Reach out to Xsolla Support and submit a formal request here: Xsolla Refund Support Form or Xsolla Digital Purchase Refunds.

💳 Scenario 2: Your confirmation email is from FastSpring

• Sender Email: [email protected]

• What to do: FastSpring manages its own billing ecosystem. Niantic cannot directly refund these transactions, so you must contact them.

• Contact: Submit a ticket to the FastSpring Consumer Support team here: FastSpring Billing and Refunds.

💳 Scenario 3: Your confirmation email is from SB Payment Service (Japan Only)

• Sender Email: [email protected]

• What to do: If you are playing in Japan and used SBPS, you can contact the following

  • Pokémon GO in-app support menu 

  • file a ticket through the Web Store support center

Details: Identifying the Merchant of Record for Web Store Transactions

Frequently Asked Questions

Can a child/kids account use the Web Store?

No, child accounts cannot access or make purchases on the Web Store. If your child logs into Pokémon GO using a Niantic Kids account or a Pokémon Trainer Club (PTC) Child Account (under the age of digital consent, usually 13):

• The Reward Road and Web Store shop features are restricted for their safety. Only the offer code redemption tool is available to them.

• Alternative: Parents can still allow children to purchase ticketed events or items directly inside the game via standard In-App Purchases, provided you have enabled in-app purchases on their iOS or Android device settings.

Account & Payment Support

• If you need assistance with specific billing scenarios, find your provider below to see who to contact

Missing items in the app

If your purchased items or PokéCoins are not showing up in your game, please follow these steps first:

1. How to view your purchase history on the webstore: Open the menu bar in the top-right corner of the screen to check your logged-in Trainer Name. Tap your Trainer Name, then tap Order History to view your past transaction details and make sure the payment went through.

2. You might have been logged into the wrong account when you made your purchase; please visit the Web Store and reconfirm that you are logged into the account you normally use.

3. If the payment was purchased with the correct account but is still not reflected in your game, please check your confirmation email and contact the corresponding payment provider below:

• • For Xsolla or FastSpring: Contact their respective support teams directly.

  • For SB Payment Service (Japan Only): Contact Pokémon GO Support.

For Xsolla or FastSpring Purchases

• Items bought on the wrong account: Contact the respective payment support page immediately to request a cancellation or refund.

• Requesting a duplicate purchase receipt: Contact their respective support teams via the links provided in the scenarios above to request a copy.

• Unrecognized or unauthorized charges: Contact the respective payment support page immediately to flag the charge and freeze the transaction.

 For SB Payment Service Purchases (Japan Only)

• Items bought on the wrong account: Please open the Pokémon GO app on the account that should have received the items, go to Settings > Get Support, and contact Pokémon GO Support.

• Requesting a duplicate purchase receipt: We cannot automatically generate or email a duplicate receipt right now. However, if you contact Pokémon GO Support, we can manually pull your purchase data and provide the transaction details.

• Unrecognized or unauthorized charges: Contact Pokémon GO Support right away so we can verify the payment details on our end.

Note: If you suspect any unauthorized activity on your account, we strongly recommend changing your account password and reviewing your login security setup immediately to ensure your data stays safe.