Medium

Last update: August 18, 2026

Direct contact

Support email: soporte@pongcitytm.com
Response time: until 48 working hours.
Urgent matters during active tournaments: add to the subject line «"URGENT — Tournament [name]"».

Frequently Asked Questions

Account

Create an account: from the PongPlay app or from pongplay.app/register. You only need your name, email, password, and date of birth.
Why is the date of birth requested? To verify that you are at least 14 years old—the minimum age of digital consent in Spain—and to automatically apply restrictions to social media features for users under 18. This information is not legally required of all applications; it is the measure we have chosen to comply with child protection regulations.
Password recovery: Tap "Forgot your password?" on the login screen.
Delete account: from Profile → Privacy and data → Delete account. The deletion is irreversible and all your personal data is anonymized (see Delete account and data).

Reservations and challenges

Reserve a table: Choose a club, a table, and an available time slot. You can invite other players.
Cancel a reservation: from My reservations. The refund policy depends on the club — check the Cancellation policy.
ELO challenge eligibility: You can challenge players within a range of +400 / -200 ELO points with respect to your current score.
Typical challenge restrictions: Out of ELO range, the opponent has challenges disabled on their profile, recent matches with that person (30 days), weekly match limit (7 days), or a full pending challenge tray.

Payments and billing

Purchase invoice: Enter your tax information in Profile → Billing information. Invoices are generated automatically upon receipt of payment.
Payment methods: credit or debit card through Redsys / BBVA (PCI DSS Level 1 certified). Bizum available soon.
Returns: see Cancellation, Returns and Refunds Policy.

Technical problems

The app is slow or keeps closing: Close it and reopen it. If the problem persists, write to support including your device model, operating system version, app version, and steps to reproduce the issue.
I am not receiving push notifications: Check system permissions and preferences in Profile → Notifications.

Report misuse or incidents in the community

Users who violate community guidelines can be reported from:

Chat messages: Press and hold the message → Report.
Posts or comments in the community: options menu → Report.
User profile: Write to support providing your public identifier.

All reports are reviewed within a maximum period of 72 hours. The consequences can range from warnings to account closure, depending on the severity.

System requirements

Android: 8.0 or higher
iOS: 14.0 or higher
Web browser: recent version of Chrome, Safari, Firefox or Edge (last 2 versions)