You can apply to replace Master Tapes or Encrypted Master Tapes if you redeemed the wrong type by mistake. If your application is approved, we will deduct the incorrect tapes and send the correct ones to your account.
Application Steps
- Go to the Feedback section and select HoYoverse Help Center.
- Find the Master Tape/Encrypted Master Tape Incorrect Redemption page to submit your application.
Eligibility for Application
Please ensure you meet the following conditions before applying:
- The redemption was made within 72 hours of your application.
- The redemption was made using Polychromes or Residual Signals.
- The incorrectly exchanged Master Tapes or Encrypted Master Tapes have not been used.
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You have not had another successful application within the last 30 days.
*Please note that we will not be able to refund or convert the Tapes back into the currency that was used to exchange them.