Your game progress may seem missing if your Microsoft account was accidentally linked to a new HoYoverse Account upon your first login on Xbox. To resolve this, you must link your Microsoft account to your main HoYoverse Account that has your existing progress.
Troubleshooting Steps
Situation 1: You accidentally created a new account on Xbox.
Follow this three-step process to unlink the new account and connect your main one.
- Secure the new account: Launch the game on Xbox and go to Settings > Account > User Center > Link Account. You must link this new account to an email address that has not been used for any other HoYoverse Account.
- Unlink your Microsoft account: Visit the Official HoYoverse Account Website and log in with the email you just linked. Navigate to Account Management > Associated Accounts, find your Microsoft Account, and select to unlink it.
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Link your main account: Relaunch the game on your Xbox. When the pop-up window appears, select Already have an account? Log in directly. Enter the email and password for your main HoYoverse Account to restore your progress.
Situation 2: You are linking an existing PC/Mobile/PlayStation account to Xbox.
- Ensure your main HoYoverse Account is secured with an email and password.
- On your Xbox, sign in with a Microsoft Account that has never been used for a HoYoverse game.
- When you launch the game, select Already have an account? Log in directly and enter your main account details.
Situation 3: You started on Xbox and want to play on other platforms.
- On your Xbox, go to Settings > Account > User Center in-game.
- Link your account to an unused email address.
- You can now use this email and password to log in on other devices. Ensure you select the same game server to access your progress.
Contact Us
If you encounter any errors or cannot complete the unlinking process, please contact our Customer Support. Include your game UID, a screenshot of the error, and a brief reason for your request.