{"article":{"id":49686220120217,"url":"https://hoyoverse8129.zendesk.com/api/v2/help_center/en-us/articles/49686220120217.json","html_url":"https://support.hoyoverse.com/hc/en-us/articles/49686220120217-I-ve-recently-changed-my-device-and-I-ve-lost-my-game-progress-what-should-I-do","author_id":47830775748505,"comments_disabled":true,"draft":false,"promoted":false,"position":2,"vote_sum":-1,"vote_count":1,"upvote_count":0,"downvote_count":1,"section_id":49686152453273,"created_at":"2025-08-11T04:02:15Z","updated_at":"2026-06-18T04:20:27Z","name":"I've recently changed my device and I've lost my game progress, what should I do?","title":"I've recently changed my device and I've lost my game progress, what should I do?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2025-09-09T08:06:19Z","user_segment_id":null,"permission_group_id":49925377768857,"content_tag_ids":[],"label_names":["AI-generated"],"body":"

Game progress is tied to a specific HoYoverse account, identified by an email, social login, or in-game UID. Different platforms (iOS, Android, PC, PlayStation, etc.) may use different login credentials. 

Important: Game progress is not deleted by default. It is only removed if you have explicitly requested and completed the HoYoverse Account Deletion process.

Troubleshooting

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  1. Check that you are logged into the correct HoYoverse account using the right method (Email, Google, Apple, Facebook, Twitter, Game Center, etc.).
    2. \n
  2. Recognize that a Google Third-Party Login or an Apple Third-Party Login (Apple ID) is different from a standard email login, even if they use the same address, unless they have been manually linked to the same HoYoverse account.
    3. \n
  3. Confirm your platform access:
    iOS Devices: Accounts linked via Apple or Game Center can only be accessed on iOS devices or on the HoYoverse Account Center.
    Android Devices: Accounts linked via a Google Third-Party Login cannot be accessed on iOS devices or on the HoYoverse Account Center.
    4. \n
  4. For cross-platform games (e.g., Genshin Impact, Honkai: Star Rail, Zenless Zone Zero), ensure you are using the same login credentials on all devices.
    5. \n
  5. Restart the game and your device, then try logging in again.
    6. \n

Tips

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