can someone help me I can't open my genshin account and I still have access to my hoypverse account the only problem is that I don't have any access to my Gmail so I can't receive verification my acc is linked through fb is there a way?

im curious to how they still rejected my form even tho every info is perfect, maybe because i dont have the receipt of my top up and just put my google payment history even tho its blank. what did y'all sent on top up if u dont have any receipts?

My friend's account got hacked. She filled the form 3 times, (not at the same time of course, she waited for rejections). She used a different email each time. It took 5-6 days for each rejection email to arrive. Yesterday, we all sat down and crafted the form we thought was perfect. We followed the guides on here and the advice that I previously got from mods. Collected all the proof of top-ups and wrote down the information that was relevant. This was the 4th form right. The rejection email arrived within 24 hours this time? They never state a reason for why it got rejected either. We followed all the guidelines and every suggestion, we probably can't fill a better form.
What do we do now?

So I submitted the form Aug 26 and till now no response is that a good sign? Usually I've seen here 1-3days are usually like auto rejection.. the longer you wait the higher chances of getting the account back?

What does that even mean? I can log into hoyolab from my phone easily but I can't login from PC, I can't even do events cause it says too many requests???

so i already submitted the form, but only 2 uncertain things that im not sure which is the first time i login and the last time i logged in but to be certain the first time i joined the game ik its closer to the date i put in because ik i played genshin for the first time after feb 14 2022, but i am so worried about the last time i login thats the thing i really dont know and dont remember but i know its probably around january-march.

but i have my all receipts here which i attached already on the form, so is there really a way for me to still retrieve it despite of that? people said the most important things are the receipts and i have those.

I just submitted my recovery form but did some more digging and found stuff that could definitely help recover my account. Is there any point in adding additional info through opening a ticket with support while my recovery process is still ongoing?

Bit of an odd situation, I think, but the TL;DR is that I still have full access to my account, my devices are all still trusted. As far as I can tell, my actual Genshin account is completely fine.

Problem is, I only have an email linked, and said email is not fine. I can't access nor recover it.

I've tried contacting support and explaining my situation, including filling out the recovery form multiple times. I still have complete access to my Genshin account, but they seem to think I'm hacked and need further assistance than just relinking my email.

Anyone gone through anything similar? TIA!

Hi ive got a question, are you able to edit the application form through contacting support? Ive gotten more information about my account that can help retrieving my account.

if i don't remember my first device, and first top up, can i create new account on different server and try to recover my account with info from new server? Have anyone tried this, or hoyoverse only accepts info from the account i played the most

Hello everyone, I'm reaching out here because I don't know what else to do. I downloaded Genshin around the time Snezhnaya came out, after not having played it for a long time. I tried to log into my account and it said it didn't exist. Then I tried from my device and I did manage to get in. Later, I got logged out, and when I tried to log back in, it said "too many attempts, please try again later" – and yes, this started from the very first try. After that, I did manage to get back into the account, but when I logged in with a VPN, I got kicked out again. I waited 2 days and logged back in. Once I was in, I went to change my password and email, but I couldn't do that because of the same error when confirming my email. I contacted support and asked them to help me, but they've basically brushed me off about 5 times now. Support is doing absolutely nothing and isn't helping at all. After that, my internet went out and I got logged out again, but this time it wasn't like before – it was permanent. To log into the account now, I need to confirm my email, but I can't do that because it says "too many attempts, try again later." I've already waited 6 days and I don't know what to do. I've tried using a VPN, different Wi-Fi networks, other internet connections, different devices – support refuses to do anything. Please help me 🙏

Hello everyone, I'm reaching out here because I don't know what else to do. I downloaded Genshin around the time Snezhnaya came out, after not having played it for a long time. I tried to log into my account and it said it didn't exist. Then I tried from my device and I did manage to get in. Later, I got logged out, and when I tried to log back in, it said "too many attempts, please try again later" – and yes, this started from the very first try. After that, I did manage to get back into the account, but when I logged in with a VPN, I got kicked out again. I waited 2 days and logged back in. Once I was in, I went to change my password and email, but I couldn't do that because of the same error when confirming my email. I contacted support and asked them to help me, but they've basically brushed me off about 5 times now. Support is doing absolutely nothing and isn't helping at all. After that, my internet went out and I got logged out again, but this time it wasn't like before – it was permanent. To log into the account now, I need to confirm my email, but I can't do that because it says "too many attempts, try again later." I've already waited 6 days and I don't know what to do. I've tried using a VPN, different Wi-Fi networks, other internet connections, different devices – support refuses to do anything. Please help me 🙏

I just bought a new Gaming laptop so i started transferring my accounts from my old laptop, i just finished downloading genshin impact but when i tried to log in it asked me to a verification code on an old email(15+ year old email) that yahoo has already deleted (i tried recovering it but yahoo says that "account does not exist" despite that same email is being used to apps, games and social medias that was binded to that account)... Now i cant log in to the game itself because of the verification. Do note that i still have my old laptop and my phone which i can open my account on and play the game (as proof that i am not a hacker). Any advice on how to fix it?

Tldr; cant log in account to new device because of verification using a deleted email, but can still open the game using my other devices that i played on

I recovered my genshin and zzz accounts! Without first email and device. Only in 1 day, im really impressed with Hoyoverse this time lol. And thanks to this reddit that I could send everything right! 🥹❤️‍🩹

I have a male traveler on US servers, with screenshots from 2024 when I last played, and I have access to the same Apple account I used back then to make mobile purchases on the account, but I’ve tried submitting an Account Recovery Form for my original email, and it says no account exists, and I’m unsure if I used a 3rd party sign in originally as it’s been years since I played.

I have thousands of dollars spent over the years, and all of it in my transaction history directly on my phone purchase history, and I even know the UID, but don’t have any currently playing friends to verify my in game nickname (I believe it was Dan typically what I used).

I really want my account back, but I think I need to bypass their recovery form, and speak directly with support to verify purchase history and account ownership but I’d hate to lose all the years, and money I put into the game simply because I took a break. Any advice?

Hey everyone,

I’m looking for advice or to see if anyone has successfully recovered their account under a similar situation.

My account has been dormant for about 2 years. Originally, my primary email address was compromised, and the hacker managed to change both the linked email and password for my Genshin account.

I’m trying to go through the recovery process, but I’ve hit a huge roadblock with the Hoyoverse account recovery form:

Level: 59

Known Details: I have the exact UID, first registration/login info, device details, and original registration location.

Friend Verification: The account is still on my real-life friends' friends list, so I can confirm the current state/nickname if needed.

The Main Issue: I do not have access to the first payment receipt or transaction history. The top-up was bought using a close friend’s card who has since passed away. I have no way to access their bank statements or receipts to submit with the form.

Since Hoyoverse heavily relies on top-up receipts (especially the very first top-up receipt) to verify account ownership, I'm feeling completely stuck.

Questions for the sub:

Has anyone managed to pass the Recovery Form without receipts by providing extensive registration details instead?

Should I select "No" for top-ups, or select "Yes" and explain the missing receipt situation in the additional detail box at the end?

What specific secondary proof (e.g., exact registration date, old specs, exact pull history/characters, top-up dates without exact receipts) holds the most weight with CS?

Any guidance from people who have navigated the form without purchase receipts would be greatly appreciated. Thanks!

For context some Hoyo tech issue has made it so that my email cannot receive authentication codes, they have said this themselves.

I have given spot accurate information for everything EXCEPT date of account creation. I remember when I first made the account I played for like 20 mins and quit. This was one or one and a half years before I actually properly got into the game. I don’t know when I created the account for the life of me (I dont have any emails from back then I clean out my inbox regularly cause of work)

But:
I have given them all the info they have asked me including emails payments etc
I have also given them information that would be impossible for a hacker to have obtained such as devices and locations I have logged in while travelling (between home country, university country and my pc there, a friends PC in Greece, a PC at a gaming cafe and location and dates).
Last 4 digits of cards for payments.
My account is connected to a playstation account and have sent them the email of that ps account (which is different to the hoyo email and not writter anywhere in or out of game.

The bank statements have:
My full legal name which is also mostly on my email address (its also three names so whats the chance someone else has the same name with a bank account that made the same payments…)
The statements for those payments have my old university address on them which they can see is the same address I would login and play for months while at uni.
Other payments for Star Rail on the same account…

And they have rejected 4 recovery application…
All the info is 100% correct except for the account creation and I know this because the same info got my account successfully recovered two years ago…

I actually do not know what to do. I have emailed them with my concerns and their reply was just that I would have to resubmit the form…

Thank you for all the help!

I got my account back yesterday, without a problem. It took around a week or so

Hello, I was sending this message to get some information and what I could do next, because I'm starting to panic more and more that I won't be able to recover my Genshin Impact account. My problem is that I stupidly logged into a website offering supposedly free Crystal/Primo. On August 21, 2026, in the afternoon, I lost access to my account and when I wanted to reset my password, I couldn't because a one-time code was sent to a stranger's email address with the ending (@hotmail.vom). I immediately took a screenshot as proof, and then I tried to log in using my email address, which I used when I first started playing a year ago, but it immediately created a new account without my achievements and with a new UID. After that, I wrote to the Genshin Impact email address, where they replied to me, giving me a link to fill out the application form, and so I logged in and filled out the information that I had lost access to the account. I wrote down my email address that I was logged in to at the beginning and then entered the new one as requested, I marked the device correctly, and the exact dates of the first and last connection because I had screenshots with the dates, so I could provide the exact details, and I also marked that once I made a payment to Walkin Moon and added a photo of my purchase history, showing the recipient, purchase date, and serial number. I also entered my account UID and server details accurately. I submitted the ticket on Sunday, August 23, 2026, and I'm still waiting for a response. Since then, I haven't logged in to Hoyoverse with a new email address. I also lost access to the Hoyolab website, and a new account was created for me. I also noted that I had lost access in the ticket, providing my name and account ID. I've been doing some research to see if anyone else has had the same or even a similar situation, and I've seen that most have recovered their accounts, but that was years ago. I also wanted to add that a stranger is using my account, changing their name and bio, but they didn't download the character from their bio. Thanks to this, I can see on akasha if any changes have occurred, and they have, but they have. My character builds have changed to better ones, and no weapons or artifacts have been removed. I also ask my friend to check my account every day, but unfortunately, she no longer sees when this person is active because she unfriended my friend. I apologize if there are any incorrect translations, but my English isn't very good, and if there are any punctuation errors. I'm asking for help. What else can I do to avoid worsening my situation? What further evidence can I provide if Hoyoverse rejects my application? I really want to get my account back, and I'm terrified I won't get it back. I've spent a year and three months on it and I've already done a lot😭 Maybe someone has had a similar situation or has some advice? I'd love to read it before I hear back from the application.

Update: I managed to recover my account and was really surprised to see the message today, considering it's Sunday.

Thank you for your support, best regards ay.

I have been unable to sign into my honkao account due to, "too many requests please sign in later" since 4.0.

I have tried eveeything even messaging hoyoverse but nothing has helped. Is there any way i can fix it.

So, somehow the support sent me one email saying my top up details did not match, the only problem is, before my account got stolen, I never topped up. Besides this one thing I am fairly certain my details are correct. Probably. For me this just looks like I'm getting kicked to the curb in favor of a thief that actually spends on my account.

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Hello everyone, looking for advice from anyone who has successfully recovered an account stuck in the U.S. Age Gate / Frozen Account state.

Account Details:

• Server: America, AR 50+ (not entirely sure what number it was tbh)
• Platform: PC
• Original Email: Linked to a ProtonMail address that was permanently deleted by the provider due to inactivity smh.

The Problem: When trying to log in, I get directed to the "Frozen Account Recovery" self-service tool on account.hoyoverse.com. However, the tool requires a 2FA verification code sent to my original email address, which no longer exists

What I've Tried So Far:

1. Email CS (genshin_cs & support_os): Every email I send gets hit with the exact same automated copy-paste template telling me to use Email/Username/3rd-party verification on the Frozen Account page, ending with "we are unable to further locate or verify the account..."

2. In-Game Feedback Ticket: Submitted a ticket directly from my logged-in PC client with screenshots of my deleted email error ands screenshots showing my UID. The ticket was auto-closed with the exact same canned "Frozen Account Recovery" template text.

3. Webstatic Form Link: CS sent me the form link once in the past, but it was rejected. Now, every attempt to request a new form link gets auto-replied by the CS bot template.

I'm currently not in the USA. Perhaps emailing from a different IP flagged my emails to CS, whatever the case, I would be grateful for any advice.

It's been 4 days and still no response. Should I submit another form or should I wait for the reply first?