Troubleshooting Steps
Situation 1: You made a purchase from an unauthorized channel
Purchasing from non-authorized services can put your account and assets at risk. For this issue, please contact the payment channel you used directly for assistance.
Situation 2: You did not receive items from an authorized channel
If you did not receive your items after purchasing from an authorized channel, please contact our Customer Support with the following details for further assistance:
- UID and
- Server
- Order ID
- Payment Method and relevant receipts
Tips
For your account's security, we strongly recommend using only official payment channels. These include the in-game store and our Official Top-up Page: https://sdk.hoyoverse.com/payment/genshin/index.html#/.
Contact Us
To verify if a third-party payment service is an authorized partner, please provide the service's link to our Customer Support for confirmation.