If you believe your account has been compromised, please follow the steps below.
How do I verify if my account has been compromised?
Your account may have been accessed by someone else if you notice:
- Unexpected login notifications or unfamiliar trusted devices.
- Being unable to log in with your usual credentials.
- Missing items, currency, or any unrecognized changes to your account details.
Troubleshooting Steps
-
Reset your password immediately.
For instructions, refer to How can I reset my password? - If you cannot reset the password, please submit the HoYoverse Account Issues Application Form.
- Follow the on-screen guidance to report unauthorized access and begin the recovery process.
- Provide as much accurate information as possible, including your account email, username, character details, previous purchases, and any recent security changes.
- Regularly check the email address you provided for updates on your case.
After you submit your request, Customer Support will verify your information.
For security, we may request additional details to confirm your identity.
Once verification succeeds, you will receive instructions for account recovery.
Important:
All cases will be reviewed carefully, but account recovery is not guaranteed.
How do I prevent future incidents?
- Enable two-factor authentication (2FA) whenever available.
- Use strong, unique passwords and update them regularly.
- Never share your password or account details with anyone.
- Regularly review your Trusted Devices list and remove unfamiliar ones.
- Only log in through official websites or verified platforms.