To request a refund for unauthorized top-ups, please provide us the following information:
Proof of transaction (receipts, deduction messages, or transaction statements)
Info of the HoYoverse Account through which the transaction went, such as UID, HoYoverse Account ID, linked email address, etc.
Detailed description of the issue
Please email your request to the appropriate game's Customer Support:
Genshin Impact: genshin_payment@hoyoverse.com
Honkai: Star Rail: honkaistarrail_payment@hoyoverse.com
Zenless Zone Zero: zzz_payment@hoyoverse.com
Honkai Impact 3rd: honkai3rd_global@hoyoverse.com
Tears of Themis: totcs_glb@hoyoverse.com