Originally shared by NIA Ops


We have heard your concerns about Help Center tickets being auto-closed and we wanted to clarify our process. In the past, it was possible that certain categories of tickets would be closed without a response. Currently, our process is to review and respond to all tickets submitted via the Help Center*. Due to system limitations, reports for inappropriate gameplay may receive a separate email once the report is reviewed. If your ticket is closed, you should have received an email with the subject ‘Thanks for contacting Ingress’ confirming the ticket has been reviewed.

It is important to note that when an account is reported to us, not all outcomes may result in an account being banned. Based on our policy, we may warn a person, place restrictions on their account, or take other appropriate actions.

For privacy reasons, we cannot share specific details about our internal processes but rest assured we do read and review all appeals that are submitted. We will remain unable to publicly address specific cases.

The following information is all you need to share while reporting a player:
- Abuser Agent name
- Date/Time of the event (including timezone)
- Name of the Portal affected
- Location of the Portal/Intel Map link

Any additional details mentioned in the ticket may not impact the investigation. Please note that duplicate tickets or mass-reporting only delay our response time on all tickets.

If you have any general questions or concerns, please feel free to let us know in the comments below and we will try to answer them the best we can.

*With the exception of Ban Appeals. Ban appeals may be closed without further response if the petitioner has already received a reply from us and we have no new information to provide.