Faq - Frequently Asked Questions
Here a list of the most common answer. Pls read this may help to retrive your items or discount codes.
Q] How can you deliver the items ordered to me?
A] The items will be delivered through Mule account. With mule account we will send you login and password of one L1-L3 account where items can be dropped.
Q] Hi, i'm new customer and do not know how log in in the mule, i can't log out from my main character, how can i do?
A] Hi there are 2 ways to drop all items of your order, case A and case B.
Case A [You can Logout from your main account]
Open Ingress app, go in OPS-> DEVICE -> LOG OUT.
then Log in with the login we sent you and drop all the items. We will retrieve the mule account in 48 hrs.
Case B [You can't see Log out option in ingress]
In this way you have to ADD a new google account on your phone. This may be different up to your OS and Phone model. Usually for Android devices:
- Go in settings
- Account -> Add new Google account
- Choose an email and pw you like (choose your own)
Once you have created this new google account open ingress app go in
OPS->Device you should see the Log out option.
WE ALWAYS SUGGEST TO USE 2 DEVICES FOR DROP AND PICK UP ITEMS SIMULTANEOUSLY THIS IS ALMOST COMPULSORY DURING ANOMALIES WHEN NIA'S SERVERS HAVE BUGS AND GLITCHS (MANY CUSTOMERS COMPLAIN TO SEE DISAPEAR ITEMS DROPPED)
Q] Google asked me for a verification number or a recovery email?
A] Google policy changes everytime so could happens that to get access the mule account we sent google like to verify that. (we use to verify all them but could happens a 2nd time verification.
You should be prompted to something like this:
JUST FILL YOUR NUMBER AND GOOGLE WILL SEND YOU AN SMS OR AUTOMATIC PHONE CALLTO GIVE YOU THE PIN NUMBER YOU WILL HAVE TO ENTER TO GET ACCESS TO THE ACCOUNT.
Q] I applied for your loyalty program, how i can check my loyalty points and how can i redeem my discount code?
A] For loyalty program you need to have an account. If you do just log into your account (also clicking here) and follow this 3 easy steps:
- Click on rewards label on bottom corner
- Check your points from popup window and click on USE POINTS
- Redeem the discount your eligible for. (1000 points 30% | 2000 points 40%| 4000 points 50%)
Q] I bought XMP pack and i need them as fast as you can, how much time need to receive my order?
A] We usually delivery in 12/36hrs but this ETA time can be longer up to orders queue or during anomaly events, in the maximum case in 72 hrs you will have your order dispatched.
Q] How to use your discount code?
A] Use the code on our check out page. We took a video to help you in this process.
Q] I tried to log into the mule account with your details but google asks me for verification email?
A] In case of GOOGLE Check, fill the recovery email you received in the shipping details email.
Q] I received the email with login details, i log in but when i try to drop the items they disappear from account but they are not in the ground why?
A] The account is still in cooldown. Ingress is a gps based game so this happens for different time location. Ex. We charged that mule in LA and you open the mule in FL.
If you drop and items disappear from ground just log out from account and relogin the item still in the account but wait few hrs before drop again.
We used to send the login details when the cooldown is passed and the account are not more hot. But sometimes it could happens that account stil in cooldown in this case just close the mule account and try to login again after few hrs. This is why we suggest you to drop just one item before your loaded capsule.
If the problem is not the cooldown and items disapeared try to reboot your phone, most of the time it works.
Q] I see the capsule on the ground but could not pick it up even if relog . How resolve?
A] We would like to thanks Wendy for the feedback. If happens pls simply reboot your phone. If still happens uninstall Ingress app, reboot phone and re install the Ingress app.
Q] How redeem my badge for medal?
A] For Android users
Launch Ingress on your device.
Scroll the top menu options and find PASSCODE, then tap REDEEM PASSCODE.
Enter your passcode at the bottom of the screen, then touch Submit to redeem.
For IOS , Android and others OS
FROM THE INTEL MAP:
In the top right corner, click Passcode.
Enter your passcode and click SUBMIT.
IMPORTANT: Remember that our store is not in any case part of Niantic. Buying ingress items from us could be a break of Niantic's TOS.