This is The Pokémon Trading Card Game Online Discussion & Troubleshoot Thread. Here, you may: Ask general questions about TPCi's official gaming client. Ask for troubleshooting to see if a fellow member can give you a hand. Discuss things like card availability, the client's functions and features, etc. You may not: Look for other members willing to battle you in the game. Ask for cards. All trades/request must be done via Private/Profile Messages. Share videos containing gameplays, playtests or the like. Common things that you may be experiencing are: Q: I don't know what's my Log In information. Where can I see it? A: Your Log In information is the same one you use to enter Pokémon.com. Be aware that if you change any details in the site, it will be changed in the client as well. Q: The avatar I have is not of my liking. How can I change it? A: The avatar you use on PTCGO is the same one as in Pokémon.com. Change it there and the one in PTCGO will match it. Q: When I open up the game, all I see are purple-colored blocks and the cards don't show up. Why is that? A: That means that your graphics card driver might be outdated. If updating the driver doesn't solve the issue, then you should change your graphics card or computer. Q: Where are my cards? A: Your cards show up in the "Collection" section. There you can use an array of filters to sort them. Q: How do I redeem codes and how do I access their content? A: You redeem your codes in the "Redeem" section of the store. When you redeem a pack/deck, that product will be available in the "Packs" section of your collection. Q: I have almost no coins. How can I get more? A: You get a coin for every match you play in the game, and extra rewards(including coins) come if enough time has passed before the game finished. Also, playing games in Pokémon.com can net you up to 20 coins per week. Q: I'm unable to install the game due to "damaged files." What can I do? A: This was an error happening pretty frequently, so this is one of the solutions: Open System Preferences. Navigate to the ‘Privacy’ tab. If the ‘Allow Apps Downloaded From’ area is grayed out, click the lock in the lower left corner to allow changes to be made. Choose ‘Anywhere’ The game should open normally. Q: Cards take a long time to load, how can I reduce the load time for cards in the Pokémon TCG Online? A: Cards load for the first time as soon as the card shows up in the game. There's a way to make sure cards are loaded before entering a game, though: Enter your Collection by selecting the Collection button from the main screen. Once there, remove the checkmark for Filters. Select the Tiled View. Apply the checkmarks for both Show Owned and Show Not Owned. Slowly scroll through all cards, ensuring that each loads and is properly displaying the card image. Once this is complete, loading times should be reduced, if not eliminated, during matches. Q: When installing/updating, the Refresher gets stuck at 50% and no longer moves. How can I solve this? A: Usually, uninstalling the game from the computer, downloading a new installation file from the site and re-installing would solve the issue. Otherwise, changing the memory drive where the game is installed can fix it. Q: When I want to start playing, it always say me "ERROR, could not connect to server". How can I fix this? A: Check that you have an active Internet connection and that PTCGO has permission to connect to the web. For reference, or other inquires we can't help you solve, you can contact the Pokémon Support Center.