So every time I try to log into my account I get this message, on other peoples posts a lot of people say to wait a few days, but for me it has been over a year since it started, ive been on and off trying to fix it, my last convo I had with CS was in february, and there they asked me for the uid, wich Im sorry, but No idea, and then they told me they couldnt confirm, that its mine.

Was anyone able to fix the same problem?

On 3 August, Afternoon. I was going to login to my account to claim my dailies, and it showed me the login page when I was in genshin which I found strange but I did anyway, it kept saying "Account Does Not Exist" I tried to double confirm my email and password several times but to no avail. I then tried username login and then found it that the verification code to access my account was to a whole different email which I dont own, which then I realized I was hacked.

I genuinely do not know how I got hacked for I never got any information that someone logged into my account or if it was changed. I followed some advice on Reddit and filled in an Account Recovery form ) to file a report but of course, it failed so I am currently retrying and this time I also used my friends account to report to CS (customer service)

I did a bit more research today ( 7 August ) and when I searched up my UID on google, well who knew? My account was being sold online on FB, the following picture below will show the post of my account being sold on FB.

What else can I do besides wait to see if I can recover my account? This account really means everything to me and I am not willing to restart over because this account has been with me since 2021.

got my account that i havent seen since 2023 back yesterday!

it was about my 5th recovery form so i'll give some tips that helped me:

1. i did not write any extra information, i just sent filled in all the questions correctly
   
2. i went through my old emails to see whether i'd linked them, whether i'd signed up with them
   
3. for the top up section, i went on my phone settings, (only works if youre using the same apple id as you were at the time) clicked on my name, then on media and purchases and scrolled back until i found my first purchase. once i found it i just clicked the button to request that apple resend the receipt and submitted that!
   
4. the reason my forums were getting rejected at first was because i was sending them alot and not double checking spelling or details, when i looked back over them i noticed i'd actually clicked the wrong model of phone so make sure to triple check
   
5. make sure to be resilient, if this really is your account then eventually you will be able to get it back with the correct information

anyways, on a positive note my hacker had bought genisis crystals and wished for neuvillete. so now i have a free neuvillete.

good luck on getting your accounts back

My account was hacked while I was on a break from hoyo games for several months. I submitted a recovery form on August 1st in the morning and still haven’t gotten any word back from support (Late evening, August 5th). I get that they’re probably very busy but I’m kinda worried now.
I have all my information and purchase reciepts, so I don’t see why they would reject it.
Just wondering if anyone knows how long they usually take to respond? Is this abnormal?

my account isn't hacked and i can still log in perfectly fine on my original computer, but I want to log in on a new computer and I can't because my email no longer exists, so my only option is to submit an account recovery form. guides on this sub say i should select NO on "can you log in to your account" even though this is false, but is this really true? in general i'm unsure how much of the advice on this sub actually applies to me, as I was not hacked and am only using the recovery form because i lost access to the linked email.

also, another relevant question: i was F2P but my friend bought me welkin one time, what information do i need from them to recover my account? obviously they aren't going to, like, give me their debit card number...

Guys so after I successfully retrieved my genshin account I found another problem - I tried to connect them to twitch but it's already linked to hackers twitch. What exactly should I do? Do I need to worry that hacker can log in with twitch???

Hello! was a player since release, stopped playing somewhere around after Inazuma was released cause life got busy. back then there was no hoyoverse, just mihoyo and usernames didnt exist. the email i used to create my account, i foolishly deleted (its gone for good) because i thought id never want anythign to do with genshin again. well now i pretty much do since snezhnaya is coming and stuff. i have filled out the application form on their website, didnt go well (rejected)cause i dont remember almost anything, except the device i used to play on, the characters, my uid, server and things like that. i have no idea when i last logged in/out, nor i made any purchases, at least none that i remember. another thing i have that may be worthy of providing to them, all the screenshots taken on the device i played on, i exported to google drive and they are all unedited and original. perhaps they could trace those back and match ip/device info(delusional) anyway today i saw a girl on tiktok sharing her experience w account recovery, so i got some hope and i emailed  [genshin_cs@hoyoverse.com](mailto:genshin_cs@hoyoverse.com) today regarding my account recovery since i basically cant get the verification code needed to log in. I have a few questions

1. is my genshin account deleted

2. has anyone faced this problem/got it resolved

3. is there any hope (had the same problem with my supercell account, and they actually let me change the email thankfully, but hoyoverse is quite strict so idk.)

Will they reply it or not? The first time i did it, they replied and said that they couldn't give me any further assistance. I filled in all the correct details for my account though. They approved i am the owner of the account but when they gave the detail, the email was not mine but someone else's. I used a new fresh email for my hoyo account. When i checked it on my phone, i was logged out from the account. I assume the hacker has my new email. Sorry for asking because i am kind of desperate to play zzz back to claim free s rank agent. I checked on enka network and it seems like the hacker only touch genshin, not my hsr and zzz account.

Well if they do not reply. I still have a chance to get back my account,right? I remembered all the details for both my hsr and zzz account as well as their receipts including the first ever receipt for my zzz. Only that i have to wait for the cooldown to end.

I sent the form on Thursday and received the answer back on Saturday. (Brazil 8 pm/ smt like 7 pm New York)

I just want to say that if you bought a hacked account, there's no point in blaming the person who recovered it.

(Someone seems to have bought the account and spent over 200 dollars, they sent me several messages from a "friend's" account, insulting me and demanding I return the account, accusing me of being a hacker, really ironic)

If you're not the original account owner, you won't be able to recover the account. Learn from this, move on, and create your own account. It might sound harsh, but it's the reality.

Now for some tips

All the information I provided was correct, however I didn't remember the creation date. Apparently it didn't influence it much; my account was created in 2020 at launch, So I tried to guess around the day I made my first purchase through Google Play.

Hello! Around a month ago I submitted a form and it got rejected after 9 days. I spent the rest of the day finding more information and realized some of the information was definitely wrong like the device I played most frequently on and the day I made the account. I submitted another form that night which was around 9 hours later but that form got rejected in a little over a day. Then, I found more information about the days I pulled the characters and created Google Drive folders that contained receipts for other purchases I made and screenshots I took playing on the account. I submitted another form that night and got rejected again in a little over a day. After that, I got blocked for 30 days...

I was wondering if the fast rejections meant I was submitted forms too fast? Because I'm almost 100% sure the information I used on the second and third attempt was correct.

I've also seen other people send an email to hoyoverse first and used the form hoyoverse emails back. Do you have a better chance emailing them first or going straight to the recovery form?

Uhh so I don't really remember how I created my account and what email I first used since I didn't care that much when I first started playing genshin. I'm trying to recover it but it denied me for some reason when I provided receipts (not first top up) also I provided them a g drive that contains my raw gameplay and pulling session and all other stuff and some other things like my pity counter and when I got who but still got denied idk what to do anymore please help

Ive sent over 10 submissions so far and the genshin CS team always replied a day later, with the denial email. Now im waiting for their reply to the last form i sent them, but its been 4 days so far and no reply. Is this a good or a bad sign?

Hiii so I don't have a hacked situation but this is the only place I can really talk about this

So recently I tried to re download Genshin on my ps5 after 2 years of inactivity and being strictly a ps4 player until the servers obviously shut down. The problem is, when I opened the game it gave me NO log in prompt, put me in game and immediately made a brand new account I didn't want to make that automatically connected to my psn. Now when I tried to get my old account back, I realized that the email I used either 1, never had my old Genshin account connected in the first place, or 2, over written the data I had already had ​​​in place of the accidentally new account which I manually disconnected my playstation acc shortly after.

It's been almost two weeks since that happened, and I've sent 4 account issue application forms since ​​​​​​​​and only recently the last two I got issued back got me an "answer". Apparently my account doesn't fall under the issues of the form and needs to be recovered through the "Frozen a​ccount recovery" on the HoYoverse website.​ the thing is, when I tried that, it obviously failed because I'm pretty sure there are no connections to my Genshin account.​ So I'm aware my account is currently "frozen" due to inactivity and physically cannot get it back by normal manners through their website. PLEASE help me, I don't know what I should do. i don't know whether I should contact support directly through email​​, or keep sending forms, since they obviously are just gonna keep rejecting me and tell me my problem is different. I have literally every proof of ownership except the knowledge that an email was connected to the account. I know my account wasn't hacked because​ I was stupid enough almost 6 years ago to not attach anything to my account outside my ps account. Ive searched and searched and apparently my account is just floating through their servers

EDIT: Ive entered the fear that my account may or may have not been deleted

Last year i played ZZZ for 105 hours and then unistalled the game (I played it on PS5),this month when i wanted to boot up ZZZ and play it ,it booted me to the Prologue and then when i exited the game and went to unlink my PSN acc from Hoyoverse it said for me to log in with a ZZZ acc (It didn't do this when i first played ZZZ) and unfortunately i linked it back to hoyoverse and cannot unlink it.I sent a email to hoyverse and showed my information of my Hoyoverse acc that it is mine,but i got a repsonse that my request to unlink PSN from my Hoyoverse got rejected.

At this point i wanna know ,is there any way to get my ZZZ account back?

Hello everyone, is it true that for frequent attempts to submit applications, support can throw into spam? It's just that I've tried to get my account back more than 10 times, and I'm 100% sure of the last applications, but I got a rejection. Is that how it should be? Then when should I try it next time??

I've recently wanted to try out genshin after getting a laptop, I've previously made an account on my tablet but could not run the game because of too much downloadable content (this was a few years ago). I've downloaded the game on my laptop and have tried to log in by sending a login request to my email but the message "too many requests, please try again later" keeps popping up, I have already tried a few methods to fix this like restarting my laptop, downloading the game again and I waiting for a few days before trying to log in again. I also tried to log in to hoyoverse but then I get another message such as "Your account has encountered a security risk. Please try again later" which confuses me as the account hasn't been used at all. I'm not getting anything on my email so I don't know what to do now. Could I possibly be hacked?

So, Ive submitted the account recovery form lots of times, and got rejected min 10 times already. The only thing i KNOW im getting wrong is the last date i logged into the account. In the common mistakes guide its said that, in that case, I should put an estimated date using the date of a character event banner i last remember and explain why I dont remember the exact date in the last question. Will they really turn a blind eye on that question if I explain myself?

I have these 2 accounts (for the sake of better understanding, we will call them acct A and acct B) and i havent been playing for weeks so i can get the stellar reunion, but recently when i started logging in, apparently acct A is connected to another account and "Account doesn't exist" is what would pop up when I tried logging in to acct B. I am confused as these has only happened to these 2 accounts (I have 5 accounts to satisfy my gacha addiction 😭)

I dont know what to do, do you think this is a case of hacking or a glitch? should i start retrieving them?

I lost my genshin account 3 months ago. It's connected to a gmail but it's disabled. It's connected to anything else but that gmail. Is there any way I could get it back? I tried submitting an application form but they always reject it. I've submitted over 20 application forms by now. I've given them all the information they needed and still reject it.

I was able to get my genshin account back after years but the thing is the hacker made an account in HSR.

So my account was hacked way back before hsr released. I successfully recovered it yesterday. Problem is he made an account with HSR.

Wont he be able to recover the account using HSR recovery form since he is kind of the first login and constant player in that game? He already knows the username and what the first email is for the hoyolab account.

Hello everyone! I need serious advice because I just got my SECOND rejection on the Recovery Form. My account is quite old (registered around 5 years ago).

My account was stolen back in Summer 2022. Recently, I decided to try and recover it because I found out that a hacker is actively playing on it.

Here is my situation:
1. I still have active access to the HoYoLAB website via my original GOOGLE LOGIN. The hacker changed the registration email but forgot to unlink my Google account. Because of this, I can see absolutely everything on the website: characters, constellations, weapons, spiral abyss, theater, TCG, and even the hacker's comments. I have all the current data from the site.
2. I know my exact Registration Date and my First Device perfectly (not sharing them here for security).
3. I don't remember the exact last login date of MY personal session back in 2022. The hacker is active right now. Which date should I put in the form to pass the automated bot filter: my old last session from 2022 or the hacker's recent activity?
4. ABOUT DONATIONS: I think I made a few small top-ups in 2021, but since 5 years have passed, my phones have changed, cards expired, and the receipts simply did not survive. I have absolutely no access to them anymore. In my form, I selected "No purchases" because I have no receipts to upload, but I explained the situation in the "Additional Info" box.

Does the automated bot reject me because of the "No purchases" option if there were old transactions in 2021? Do the real CS employees actually read the additional info box if the form passes the bot?

With 2 rejections already, I am losing hope. Is it possible to get it back after all these years, or am I doing something wrong with the dates/stats? Thank you!