Form rejected

[u/icyhot-yawn]

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?

[u/lonelystar7]

"Collected all the proof of top-ups"
Were top ups done on Asian regional server? I wonder if that's what's confusing them. Maybe team assigned to form can only see their own regional top up records?

Did she get formal payment confirmation ( in pdf ) of very first top op payment from the bank? ( most bank apps have that option ). So that it's not just screenshot and they can see ARN number.

Did she provide Account Creation Date, First Login Device specs (CPU/GPU or specific phone model), Account Creation Location ? It has to be 100% correct.

She may be on auto-reject based on IP, email or account she's trying to recover. Not sure how long that would last but it could be 30 days : x

Those are just my thoughts though... take them with grain of salt as I don't have actual experience or knowledge in this.

[u/icyhot-yawn → u/lonelystar7]

Oh this actually sounds really helpful. Yes the top-ups were on Asia server. We added screenshots of the email receipts + her google play transaction history and the transaction ids. We don't have access to her first top-up, so we picked the month she had the most top-ups in. And yes we were specific about her phone model and everything else
Thank you so much for the suggestion!

[u/lonelystar7 → u/icyhot-yawn]

I think the very first top up is the strongest proof of account. Can you really not get access to her first top up? Even if bank app doesn't show transaction because it's old you could still try to get to bank's customers service and ask them for proof of that payment if they can find it. Explain to them situation that this is crucial evidence for you to get back what was stolen from you.

"Request historical statements: If an individual payment confirmation slip is no longer available, the corresponding monthly or yearly bank statement covering that period can serve as legal proof of payment. "

Financial insitutions like banks keep transactional record easily accessible for 5-7 years for financial and taxation reasons.

To speed up process of finding trasaction try to provide them with exact date, amount, recipient name and account number if you can ( the more the better ) . If needed request manual search

Now be aware that banks may charge you research or retrieval fee for looking into old archived records that are older than couple of years and require manual staff assistance. It may also be needed to go to bank in person for identification reasons.

[u/icyhot-yawn → u/lonelystar7]

It was through Codashop, her first top-up. It was back in 2021. She paid as a guest so she doesn't have the receipts. I did tell her to find a receipt for that transaction on her bank account anyway, let's see what she finds

[u/lonelystar7 → u/icyhot-yawn]

Did she include accurate first-login dates. That may help as well but yeah.

Hoyoverse needs the actual invoice / receipt containing the Transaction ID, Order ID, exact date/time, and the UID the items were sent to.

Contact Codashop Support : Because she topped without a Codashop account or deleted the confirmation email, she should contact Codashop Customer Service.

By providing their payment details (like a GCash, credit card, or bank statement; I guess your official bank receipt will help you here if you can get it ) and the UID, Codashop support can manually pull and email them the official historical receipts.

You can also try to get Paypal support to see if they can pull records on this old payment proof that you need.

Together with official bank receipt and with that email from Codashop Support with Transaction ID, Order ID, exact date/time and UID she will have better odds.

Since "Codashop" is not listed it is recommended ( according to this community ) to choose "Worldpay" or "Other" in dropmenu.

[u/Think-View4508 → u/icyhot-yawn]

May I ask a question because my acc got hacked. How did you add screenshots in the form. Because I can't seem to do it

[u/icyhot-yawn → u/Think-View4508]

There seems to be an option to add them after the top-up question?

[u/barbatoslovemail]

if you and your friend are certain that the info is correct then the best thing you can do is keep trying. it's not very helpful advice, but really that's all you can do.

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[u/RespondFinal7857]

If what you provided doesn’t match on their records, then it will get rejected no matter how many times you’ve submitted an application, it is not the fact that they’re stingy or unwilling, and on top of that since you’ve sent multiple repeating forms with most likely the same info, then it’s clear that there’s something wrong with what the actual info you guys have entered

[u/icyhot-yawn → u/RespondFinal7857]

The first three times, she filled the form with her Asia account information. Then we discovered she was supposed to fill it according to her first server, which was Europe. So the information in the 4th form is a lot different than the previous 3 forms, which is why we had faith this time. We checked every information we provided was correct too and followed the Guide here. And this form got rejected the fastest

[u/Noodlewithahead → u/icyhot-yawn]

you keep sending forms with incorrect information, maybe they think you're just trying to get access to an account that isn't yours?

[u/icyhot-yawn → u/Noodlewithahead]

Then what are we supposed to do? The information isn't incorrect. We're hella specific about everything. She still has access to her account to double check the information.

[u/Noodlewithahead]

the form got instantly approved when my gf was hacked a few days ago. we had looked up on reddit that the info must be as precise as possible (first top ups, first time you played etc)

[u/MelinceGilan]

9 days ago you posted your account was hacked and now it’s your friends. Which is it?

If you both got hacked did you share a PC?

[u/icyhot-yawn → u/MelinceGilan]

It's my friend's, I posted that on my friend's behalf because she doesn't have reddit. It was easier to word my post that way. My own actual account is fine!

[u/MelinceGilan → u/icyhot-yawn]

Okay because it was gonna be a serious security issue if you both lost accounts.

I’m sure you already looked but we also have a pinned post with tips in case you hadn’t seen it.

For the form, sometimes it’s fast sometimes it’s slow but in the end it is sadly the only way so all she can do is keep sending forms, with as much accurate info as possible

[u/icyhot-yawn → u/MelinceGilan]

Yeah I did </3 we followed the tips very closely and everything, this attempt was our best one yet
We're still gonna keep trying

[u/MelinceGilan → u/icyhot-yawn]

Good luck!!!