How to Report a Problem on Pogo - Complete Guide

When you're experiencing issues with Pogo games, providing detailed information helps the support team diagnose and resolve problems faster. Here's exactly what information to gather and how to find it:

Essential Information to Include

Pogo Username:

Your exact Pogo account username (not your email address). This helps support to locate your account and check for any account-specific issues.

Device Type:

Specify what you're using:

• Desktop PC
• Laptop
• Tablet (specify brand/model)
• Mobile phone (iPhone, Android, etc.)

OS Version:

For Windows:

• Press Windows key + R, type winver, press Enter
• Note the exact version (e.g., "Windows 11 Version 22H2")

For Mac:

• Click Apple menu → About This Mac
• Note the macOS version (e.g., "macOS Ventura 13.2")

For Mobile:

• iOS: Settings → General → About → Software Version
• Android: Settings → About Phone → Android Version

Browsers Tested:

List ALL browsers you've tried, such as:

• Microsoft Edge
• Google Chrome
• Mozilla Firefox
• Safari (Mac users)

Important: Even if you only use one browser, try testing in at least one other browser to help isolate the issue.

Current Browser Version Number - How to find:

• Chrome: Click three dots → Help → About Google Chrome
• Edge: Click three dots → Help and feedback → About Microsoft Edge
• Firefox: Click three lines → Help → About Firefox
• Safari: Safari menu → About Safari

DxDiag File Attached: (Yes/No)

What is a DxDiag? A DxDiag (short for DirectX Diagnostic Tool) is a built-in utility that provides detailed information about your system’s hardware and software, especially components related to graphics, sound, and input devices. It’s commonly used for troubleshooting issues with games, multimedia applications, or drivers.

For Windows PCs:

1. Press Windows key + R
2. Type dxdiag and press Enter
3. Wait for it to load completely
4. Click "Save All Information..."
5. Save the file to your Desktop as "dxdiag.txt"

For Mac Users:

1. Hold the Option key and click the Apple menu
2. Select "System Information"
3. Go to File → Export and save as a .txt file

Alternative for Mac: You can also generate a system report by clicking Apple menu → About This Mac → More Info → System Report

Error Messages or Exact Wording:

Detail the EXACT text of any error messages, including:

• Pop-up error boxes
• Loading screen messages
• Any code numbers (Error 126, etc.)
• Browser console errors (if you know how to check)

Describe What is Happening:

Be as specific as possible:

• "Level 726 of Quinns Aquarium"
• "During the bonus round"
• "When clicking "Play Now'"
• "On the game loading screen"
• "After completing a hand in Tri-Peaks Solitaire"

Screenshots Showing What's Happening:

How to take screenshots:

Windows:

• Press Windows key + Shift + S for Snipping Tool
• Or press Print Screen key

Mac:

• Press Command + Shift + 4 to select an area
• Or Command + Shift + 3 for full screen

What to screenshot:

• The frozen/broken game screen
• Any error messages
• The browser window showing the problem
• Multiple screenshots if the issue has different stages

What Troubleshooting Steps You've Already Completed:

List everything you've tried, such as:

• Cleared browser cache and cookies
• Disabled browser extensions
• Tried different browsers
• Restarted computer
• Checked that Pogo is whitelisted in firewall
• Updated graphics drivers
• Checked Windows updates
• Tried incognito/private browsing mode
• Flushed DNS cache
• Power cycled router

Sample Report

Here's an example of a well-formatted and detailed report:

Pogo Username: AngelFace1984

Device Type: Desktop PC

OS Version: Windows 11 Version 22H2 (Build 22621.2428)

Browsers Tested: Microsoft Edge, Google Chrome

Current Browser Version Number:

• Edge: Version 118.0.2088.76
• Chrome: Version 118.0.5993.118

DxDiag File Attached: Yes (attached as dxdiag.txt)

Error Messages or Exact Wording: "Game failed to load. Please refresh your browser and try again. Error Code: Blah"

What Level is Freezing: Quinns Aquarium Level 126

Troubleshooting Steps Completed:

• Cleared Edge browser cache and cookies
• Disabled all browser extensions
• Tried Chrome browser (same issue)
• Restarted computer twice
• Updated graphics drivers through Device Manager
• Tried incognito mode in both browsers
• Checked that Pogo is whitelisted in firewall

 

Elite Pro Tips:

1. Be patient with testing: Try each troubleshooting step one at a time and test the game after each step. If you are unsure, find the subject and watch a video or article on why and how.
2. Follow up: If support suggests additional steps, try them and report back with results
3. Document everything: Keep notes of what you try and what happens 
4. Check your internet: Running multiple tabs with shopping sites, social media, email, and other games while trying to play Pogo will cause games to perform poorly.
5. Care for your equipment: Dust buildup, outdated network cables, and poorly placed routers can cause a surprising number of technical issues.
6. Clean and Check for updates regularly: Gradual buildup of temporary files, outdated drivers or programs, or other accumulated digital clutter. Basic maintenance stops small issues from becoming big headaches.
7.  Get ready to report: Know exactly what device you're playing on, which browser and version you're using, your operating system, what troubleshooting steps you tried, etc. Being prepared can speed up the process for the team and players alike.

Frequently Asked Questions

"All other games work, it's just this game" When you click on a game, it's almost like going to another mini website. Every game is constructed differently and interacts uniquely with our browsers, graphics, system memory and more. That’s why it’s important to troubleshoot each game individually rather than assuming they’ll all function the same way.

"Why do I have to do troubleshooting steps?" That frustration is understandable—you’re here to play and have fun, not troubleshoot. But here’s the reality: while Pogo can fix issues on their end, they can’t access your files or update your system remotely. If only 30% of players are experiencing problems while the rest aren’t, that points to differences in devices, browsers, or settings. This is why troubleshooting steps and sharing your device info when reporting, are key to getting things back on track.

"Why can't Pogo just speed up the games and make it go faster!" Your Internet Service Provider, your router, your browser, your device all play a part in speed.  It is literally impossible for Pogo to control how fast our devices run.

"I never can find any help, who can I contact?" You're not alone in feeling this way. Pogo no longer offers a direct telephone support line, and the platform has gone through many updates over the years. But help is still available! You can post questions or issues on the Pogo forums or EA Pogo forums 24/7, where other players, moderators and community managers often respond. For more direct assistance, you can follow the steps to reach out to EA Help here > POGO How to Contact EA Support or by clicking on this link > EA Help.

"What are the troubleshooting steps?" You can find a list of troubleshooting steps here > Pogo Troubleshooting Guide

"What is the information I need to fill out to report an issue after I completed the troubleshooting steps?" Copy and paste the below and add it to your posting:

Pogo username:
Device Type (PC. Laptop, Phone,Tablet) :
OS version (Windows 10, Windows 11, or macOS):
Browsers Tested (Microsoft Edge, Google. Firefox, Safari)
Current Browser Version Number:
DxDiag File attached: (Yes/No)
Error messages or Error Images:
Screenshots showing what’s happening:
What Troubleshooting steps you've already completed:

Together we create positive play!