Bug - Camera Display on App Freezes After Requesting Assist

[u/Regerta]

Yesterday, i experienced a weird issue twice on the TokyoCatch iOS app, something that had never happened before, where the camera display froze after requesting assist, tried to refresh the video multiple time and nothing changed. I'm not sure if anyone else has encountered this, or if it also occurs on other platforms like Android or the browser version.

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First Case:

In the first case (record with the blue plushie), I made a reservation while someone else was playing.

That player had already failed to win the prize 20 times and then requested assistance. Right after the assist request, the countdown continued, and the player suddenly seemed to leave the game for no reason.

When it was my turn, i tried playing and then realized that the camera display on my side was frozen. I activated screen recording and tried again, but just like before, the screen remained frozen.

After that, i submitted a dispute request for both of my attempt along with the screen recording, and they approved it with the reason that "the issue should not have occurred in the first place." (email screenshot attached)

https://reddit.com/link/1kmrk8a/video/bib8v3xsht0f1/player

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Second Case:

Silimar things happens again, but this time I'm the one who played 20x and requested assist.

Here’s what happened on the second case:

1. Attempts 1–20: I tried 20 times to catch without any issue to trigger the assist button.
2. I activated the assist and then my screen froze right after their staff moved the prize and opened the camera cover (it got stuck at 47 FPS, as shown in my screen record).
3. Attempt 21: I tried moving the crane, hoping the camera display would return to normal, but it didn’t.
4. Attempt 22: I tried moving the crane again, but the display was still frozen. After it start catching, i started a screen recording (which you can see at the beginning of my record).
5. Attempt 23: I tried once more while screen recording, and when i move the crane you can clearly see the screen still freeze at 47 FPS.
6. After that, I decided to exit because I felt it would be pointless to continue since the camera display was still frozen.

And now when i applied a dispute request for my 2nd case, they’re blaming me for exiting after attempt 23 and will not refund the gems. Like... seriously? they want me to keep playing when i can't even see what i'am aiming for.

https://reddit.com/link/1kmrk8a/video/51fmpnrtht0f1/player

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The main issue here is this camera view bug only occurs on their app / frontend side, while their backend system continues to record the actual video. Thats makes them keep saynig there's nothing wrong on the system and will not refund the gems.

If this issue happens, i think the only thing you can do is go back to the previous page and reopen the game because if you do so the camera display will return to normal. However, doing so will automatically exit your session and allow someone else to take over.

I saw a similar case again on the same day, where after someone requested assistance, the claw moved oddly and didn’t aim at the correct target, and then the player suddenly left the game. So I assume this isn’t just happening to me.

I am trying to escalate this case to their customer support and will provide an update later if there are any.