Ingress Help Center

Submit a request

Known issues

Account Sign-in Issues

My progress has been reset

You may have inadvertently created another Ingress account by signing in using a different email address than the one you used originally. Please sign out and try signing in with the email address you used when you first created the account. If you do not remember the email address/password used please follow the steps mentioned in the Google Accounts Help Center to retrieve your account.

I received the error: "Secure connection could not be established! Please try again."

You may see this message if you have experienced connectivity issues. Ingress requires a stable 3G/4G or Wi-Fi connection. Try the following troubleshooting steps:

  • If you have trouble connecting to Wifi, try to connect using 3G or 4G. If you have trouble connecting to 3G or 4G, try to connect using Wifi.
  • If you have a reliable data connection, disable your Wi-Fi connection and put your device into data-only mode.

I want to transfer my account to a different email address

At this time, it is not possible to transfer your Ingress player account from one email address to another.


Achievements and Medal Queries

My stats are incorrect or out-of-date

Stats in your Agent Profile may take up to 24 hours to update. Please note that Niantic Support cannot make any changes to your stats.

My Guardian Medal day counter has not updated

The Max Time Portal Held statistic updates on a daily basis. As long as you are the owner of the Portal and control at least one resonator on it, your progress towards the Guardian Medal is being tracked.

Please note that we’re unable to reinstate your ‘Max Time Portal Held’ stat if your Guardian Portal has been destroyed.

My Sojourner streak has broken even after I hacked everyday

Your Sojourner streak will reset if there was a gap of more than 24 hours between two hacks. We have found that this usually happens when the hack was not recorded due to a network or connection issue on your device.

To avoid such issues, we recommend that you hack a portal more than once during the 24 hour period, especially if you've seen an error message during the previous hacks. In addition, you could also try Glyph hacking and check the COMM log for the confirmation that your hack was successful.

Please note that we’re unable to restore your hacking streak once lost.

My Recruiter medal is not correct

In order for you to receive credit toward the Recruiter medal, please ensure you send your invite to the exact email address that your recruit uses to create an Ingress account. Once your recruit reaches Level 3, your Recruiter medal will be accredited.


GPS and other Scanner Issues

GPS is jittery/jumps around

We're constantly working to improve GPS accuracy and stability. In general, GPS accuracy depends on the device you're using and your signal/connection strength. If you're having trouble with GPS drift, launch Ingress and touch OPS > DEVICE > Location smoothing, and touch TOGGLE.

My Scanner view is fuzzy

The Scanner will appear white and fuzzy if it cannot establish a wifi and/or GPS connection, and you'll need to establish a strong GPS signal to fix it. Try walking to an area with better GPS reception.

It will appear red and fuzzy if you do not have any XM. You'll need to collect XM to return your scanner view to normal. Try walking around to locate the glowing white orbs on the scanner. Your XM health bar will grow as you replenish your XM reserves.


Still need help? Please contact us if you continue to experience an issue with your Scanner.