Hey everyone, I just wanted to share what I found was the easiest and fastest way to reach support after I had lost my main account.
I was unfortunately hacked yesterday. I have no idea how since I did not share any of my information, not even my UID. I used a unique password and I had my account linked with my Gmail account which has 2 step, authenticator and a unique password. I did not get an email or anything when the password and email was changed on my Genshin account. Which, I find very odd since it should have prompted a code sent to my email. Oh, also, I did not submit any of my info to that obvious phishing scam that was posted on the forums either. So, it's all a mystery to me.
The important part. If you get hacked and you need to contact support DO NOT use the email listed on the website. I did this and I've heard nothing back from the email support side. I know this will be the initial thing you want to do. But don't, instead..
-1 Load up the game.
-2 Login to a second account (or make a new one).
-3 Open the main menu once logged in to the game.
-4 Select FEEDBACK (Bottom right option).
-5 It will load a new page in your web browser.
-6 Look to the bottom left, you will see a PLUS ( + ) to the left of "Enter a query" click on the +.
-7 Then click on HISTORY.
-8 Then click on CONTACT CS.
-9 Make your title something like "My Main Account Was Hacked, Please Help"
To view the status of your ticket go through steps 1-7 and you will see your active ticket there. You will NOT receive an email or any notification when they respond. So be sure to check back once and awhile for activity.
Once you've done this include as much information as you can:
** Having your transaction history is VITAL. Search your email and get a list of all transaction and screen shot it. You can attach pictures. Send all transaction #'s, date of purchase, etc. My transaction data was emailed since I purchased via Google PlayStore, if you did it via the app or website you may need to get transactions from your bank / credit card history. **
- Email Address
- Character name (Search your UID in friends list and get the hacked name, etc)
- Birthday you selected (This cannot be changed, I strongly suggest you set one)
- Date you created your account and what platform you created it on. (PC or Mobile)
- What platform you primarily played on.
- AR before hack (current AR of account after hack)
- Info about your main characters you used, which ones, what level, what constellation, weapon etc.
- Purchases you've made (Battle Pass, Welkin, etc)
- If you hit 30 on Battle Pass, what weapon you chose.
- How many Primo Gems you had approx.
- Anything else that's very specific to your account that you can provide to prove it is your account.
- Again, transactions will be the most important thing.
My one concern is, if you are fully F2P and you've never made a transaction this could be more difficult. I'd almost be inclined to suggest making a small purchase just so you have a transaction on the account. I don't know how it would be handled if there were not any so maybe it's not required? Just be aware.
I submitted a ticket this way and I had a response within 8hrs (American Server). I had to follow up and I even had a response to my follow up within a few hours of that. I should hopefully have my account back very soon based on those discussions.
I hope this helps, please be sure to take as many steps as you can to secure your account. Make sure you have a unique password and link your email and mobile if possible.
Link your email / mobile number:
- Login to the game
- Go to the main menu
- Go to Settings
- User Center
- Here you can link email, mobile, etc.
Once linked you will need to access your mobile or email to get a code in order to make major changes to your account. Such as changing the password, email, mobile etc.
Good luck and be safe!