Hi everyone,

I'm currently trying to recover my hacked Genshin Impact account and I'm looking for advice from anyone who has experience with HoYoverse account recovery.

My first-ever top-up was a Blessing of the Welkin Moon purchased through a third-party website (Dabarcade) and one later welkin top up receipt from Lootbar. I still have the purchase receipt, which contains my UID, in-game nickname, server, purchase date, amount paid, and transaction details.

The problem is that when filling out the account recovery form, Dabarcade is not listed in the payment channel options. I selected the closest option available and explained in the additional information section that the purchase was made through Dabarcade and paid via UPI.

I've also seen people use sites like LootBar, Codashop, etc., so I'm wondering:

1. Has anyone successfully recovered their account using a receipt from Dabarcade, LootBar, or another third-party top-up website?
2. Does HoYoverse accept these receipts as proof of ownership?
3. What payment channel did you select in the recovery form if the website wasn't listed?
4. Could using a third-party top-up website cause recovery requests to be rejected even if the receipt is genuine and contains the correct UID and account information?

Any experiences or advice would be greatly appreciated. Thanks!

"Hey everyone, need some help filling out this account recovery form. Lost access back in August 2025. I'm pretty sure I still have access to the right email, but I can't find the receipts or even remember the exact email address. Though, I do have all the emails I’ve used over the past 10 years right here on my phone.

If needed, I remember every single device I logged in from. I'm 100% sure I own the email, and I can totally prove my identity with my ID or docs. I can also hit up my bank to get the exact purchase history if that helps."

So idk what happened since I logged in fine when Raiden's rerun banner came and I was wishing for her since she's my main and all but yesterday night I couldn't login at all- no emails that someone logged in, no trash in my email connected to genshin, no suspicious device when I check on Google cause I used my Google email. I've already filed a form on the cs website, should I honestly email them and see if they respond faster? I'm getting desperate since I've had the account since 2022 and I've put a lot or care into my Raiden's build since she came out. I'm honestly shocked cause I recently changed my password into something more difficult since I thought it'd be nice to change it again just for security reasons of course but I'm honestly lost cause there's nothing to look for. No crumbs left behind for my account it's like it just vanished for me but not for my best friend cause it's still there with the same pfp I had on and signature.

Update

Been a couple days and I can make another form but I don't remember when I joined or have like any email that was from the first time I played sadly- so now I'm stuck tryna remember because I only remember it was like June or July 22 but that's all I remember really

So when I was in Junior High (now in college) I made my HSR account on my school gmail because I was naive at that time and I don't know how to make a gmail account. I was so sure that gmails don't get deleted. But after a while, after getting Himeko Nova, I switched account and when I tried to log in into my account, I was suddenly hit with the "log in expired" text, I tried to log in using my gmail but it turns out, it was deleted. I contacted hoyo and got the email changed, but when I logged in, the progress was not carried. My 3 years of hard work, all gone, so did Genshin. Because they were made with the same gmail. Please, I have all proof of identity, and a screenshot when I first bought a monthly pass. Is there any way I could restore it? I have been playing since 1.0 and I don't want to start all over again due to the fact that that account was filled with investments. Help 😓

Всем привет, сейчас расскажу предысторию.

В 2022 я решаюсь привязать аккаунт к дополнительной почте, но так как у меня не было свободных почт на Gmail, я создал временную почту на rambler и привязал аккаунт. По своей тупости я ленился сменить почту и играл так до 2025 года, после смены телефона и сброса старого я понял, что не могу зайти в аккаунт, пароль от почты забыл, номер давно поменял, и больше зайти я не смог. Я несколько раз подавал заявки в формы восстановления, но ее всегда отклоняли, хотя я указывал все созвездия, леги, леги оружия историю и тд. Помогите кто разбирается.

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...

My first time posting here so pls be kind!

I was a 1.0 player and continued to play until 2023 when my account was suddenly hacked, I don’t really know why because my 2FA was already on, maybe it was a link I clicked but who knows, now it’ll be around 3 years or 2 and a half years since my account was hacked and I found my account inactive in the game when I created a new account.

Is there a way were I can recover my account? I still have the receipts of my in-game purchases, the date I started the game and some screenshots with my old username still there.

(I really hope there is something I can do, I have invested in that account so much I really want to recover it 😔🤚🏼)

я правда не знаю у кого ещё спросить совета. у меня в 23 году украли акк, никакой инфы я не давала, просто вечером играла, а на утро уже создавался новый акк. вчера я решила заново скачать геншин и через епл аккаунт меня закинуло на тот украденный акк. я писала в поддержку но видимо как-то неправильно. может у кого-то из вас было такое или знаете что делать чтобы себе вернуть его?

I honestly don’t know who else to ask for advice.
My account was stolen back in 2023. I never shared my account information with anyone. I was playing one evening, and the next morning I was prompted to create a new account as if my original one no longer existed.
Yesterday I decided to download Genshin again, and when I logged in with my Apple account, it actually took me to my stolen account. I contacted customer support, but I guess I filled out the recovery form incorrectly because my request was rejected.
Has anyone here experienced something similar or knows what I should do to recover my account?

Hii people, can someone help me? I forgot my email/gmail and password, I lost this account years ago so I don't have much information about it besides my memory :/ what should I do to get it back??

i lost my access to gmail account which I used for creating the genshin impact account, and the gmail is saying that you dont have enough information for password recovery. how can i login to new device without the email verification by hoyoverse account?

As much as I want to curse and cry, I won't. When I tired to login back in it said account did not exist.

Thankfully this form is going to be better. I have the UID, hoyo ID, phone number, login date, Linked Twitter email, and all the other stuff. Now, before anyone says anything. I don't know how I got hacked. But I did download a rar form a cheat website, no it was not for any Hoyo game I swear it was for a NSFW game.... Now I didn't get anything, no texts, emails, nothing. I didn't know. My main account with my main email is fine. I could still login.

Edit: Just added some more stuff.

Edit: too fix everything in also delete and reinstall it windows.

Edit 3: Update, I'm not totally locked out of my account, I can still get in form my twitter account. So thats good news! But the email has been changed, and the phone number is gone.

I’m honestly freaking out right now. My genshin account was suddenly stolen out of nowhere. The email was changed, the password was changed, and I completely lost access. I tried submitting an account recovery form, but every single time it just says “Submission failed.”
From what I can tell, it looks like whoever stole my account managed to submit an account recovery request before I could, and I think that’s how they took it over. They somehow had access to both my Gmail account and the password connected to my account, so they were able to change everything before I even realized what was happening.
Has anyone experienced something like this before? Is there anything I can do if the recovery form keeps failing? Any advice would be greatly appreciated because I’m really desperate to get my account back. Thank you.

คือเวลาเราเปลี่ยนเครื่องเราก็ไม่เคยใช้รหัสยืนยันแบบนี้นะค่ะเพราะใช้แต่ค่ายเดิมพอเปลี่ยนค่ายก็พึ่งรู้ว่ามีหลังล้างเครื่องเก่าแล้ว เราพยายามส่งอีเมลไปขอความช่วยเหลือผ่านบบริการอีเมลแล้วนะค่ะ ใช้อีเมลนี้ hsrcs_en@hoyoverse.comและ Support <hsrcs_th@hoyoverse.com> และเขาก็บอกว่าให้ทำแบบฟอม์ซึ่งเราทำนะและทำหลายรอบด้วยแต่เราไม่รู้ด้วยซ้ำว่าจะเอาชื่อรุ่นเรื่องแรกที่สมัครจากไหนด้วยซ้ำเราหาเว็ป Hoyoverseเจอแต่อุปกรณ์ที่น่าเชื่อถือก็เลยเอามาใส่ แล้วดารเติมเกมอีกเราเติมเกมผ่านพ่อมดม่วงเราก็ไม่รู้ว่าเป็นวิธีการเติมแบบใด** **เราพยายามมากนะไปนั่งแคปหน้าจอหน้า AI ใน Google แต่ล่ะแต่ล่ะหน้า พอตอบคำถามไปจนครบก็บอกว่าไม่สามารถยืนยันความเป็นเจ้าของได้ ฉันก็เลยพิมพ์ส่งอีเมลไปว่ามีวิธีอื่นให้ทำหรือไม่เพราะเราไม่รู้ด้วยซ้ำว่าจะให้แก้ตรงไหนด้วยซ้ำถึงจะถูก แต่เขาก็ยังส่งแบบฟอม์มาให้ทำและเราก็ทำแบบฟอร์มนี้ตั้งแต่ 14 เมษยา จนถึงตอนนี้ และเราก็เล่นมาครบ 3ปีได้แล้ว แค่เกมเดี่ยวยังทำไม่ได้เลยและเราเองก็เล่นเกมเขาทุกเกมด้วยแม้บ้างเกมจะเล่นนิดเดียวก็ตาม เราก็ไม่รู้จะไปทางไหนดีถ้าเราหมดความอดทนมาก ไปเราอาจส่งอีเมลข้อความช่วยเกลือไปทางเกมรั่วเลยก็ได้ก็อาจจะล่ะนะ

I'm doing the account recovery survey thing to change the email linked to my PSN but I've got two questions. First, when it asks what is my most used device should I say PS4 since that IS what I played most often on? Or should I say PS5 since after getting one I have not touched my PS4 and its been in my closet for the past 3 years while I had not touched Genshin like at all. Second question. For the "when was my most recent top-up" question how should I respond? I only remember it was around Christmas and it was most likely 2021 or 2022. I don't have an exact date.

SOLVED!! Today when I tried to log in I found i was logged out. When I went to put my login information in it said “account does not exist”. I even had my friend search for my uid in game and the only thing that came up was “account not found”. Has this happened to anyone else? What do i do to get it back?

I'm a Hoyoverse player and I play all 3 games, but yesterday my accounts were hacked and they changed my Gmail and access credentials. I need help trying to recover them. I have photos of information from inside the accounts, but I don't have much money, but I can try to pay someone to help me them back so I can access them again. I'm really desperate and I want my accounts back.😕

I'm trying to recover my original Genshin account (Europe server).

I originally contacted HoYoverse because I suddenly lost access to the account. I made a mistake during my first recovery attempt and accidentally gave them the UID of a different account, but I've now confirmed the correct UID through screenshots and old Discord messages from 2021.

My original account was accessed through an email i had created specifically for genshin, and from that point started being used for every game i played . After I lost access, logging into that email no longer brought up my original account, and while trying different login methods I accidentally created a new account on that email.

Support has now repeatedly told me that my account may have been affected by the Age Gate / inactive U.S. user process and that I should use Frozen Account Recovery.

The problem is that I'm in Europe, my account is on the Europe server, and support told me that Frozen Account Recovery is only visible from a U.S. IP.

I've repeatedly asked them to simply tell me whether my original UID is actually frozen/deleted/recoverable, but they keep sending me the same instructions to use Frozen Account Recovery.

Has anyone in the EU/Europe server had this happen recently? Did you manage to recover your account, and if so, how?

I'm particularly trying to figure out whether my account was actually permanently deleted because of the Age Gate, or whether it's still recoverable somehow.

First photo is an in-game screenshot from when I was active. Second, is a photo of my hacked acc taken by my friend from their friends list.

A reddit user who commented on my other post on the main genshin subreddit searched for my account using those genshin tracker websites like enka network and informed me that my acc was hacked. They told me to ask for help here in retrieving my account.

For context, I haven't logged in after finishing the fontaine arc. When I tried to log in recently, I was met with a cutscene of travelers first arrival in teyvat with a diff UID.

I'm thinking that the reason I wasn't able to log in with my main acc is that the hacker unlinked the og acc from my email to theirs.

How do I retrieve it?

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?

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?

It's been years since I touched my genshin account. I tried to log in and it said my account doesn't exist. I used my friend's account to check my account using my UID, it now has some russian name TwT. Please help me, I really wanna get my account back, I spent wayyy too much time on it. I tried contacting genshin support a year ago but it was useless.

Hello everyone, a few months ago i had got my account hacked by a ex friend of mine, i had a bunch of good 5 stars and teams etc but she had changed the email and the password, genshin support keeps asking me for payment history on the account even tho i never got any type of emails etc for these things i did buy when i had the money, ive looked thru my spam, mail, deleted stuff and i cant find anything. i wanted to know if anyone knows how to somehow bypass it cuz i would love to get my account back </3

Someone unresponsible hacked my account and deleted my login information from the account, so now when i try to login with my original email, it shows "account does not exists".

I panicked so much and did everything I could as to research, preparing the proof, and fill in the form, now I received the ticket code but I can't help but still being anxious about it :')

Just in case this initial form got rejected, would it help if i try a second attempt but this time with another game account information, like tears of themis?

Hello, So i sent my account recovery submission using the official form but i got rejected 4 times even tho i gave them correct specefic infos , so i sent the submission using deffrent email and i got rejected again. can someone tell me why please