From r/Genshin_Hacked by u/genshin-hacked
Frequently Asked Questions (FAQ)
1) I heard that Chinese CS and Japanese CS answer the forms faster - should I send my form to them?
If you are from those countries and if you registered your account there, then you can. If you’re a foreigner to them, they will reject your form - they do not accept forms from people that are not from those countries (CN: Macau, Hong Kong and TW | JP: Japan)
2) Should I contact the hacker/buyer?
- No, a million times no. Do not do this no matter how desperate you are. As mentioned in question 5, provoking the hacker/buyer may lead to your account getting trashed or even deleted. While there may have been other players who successfully managed to negotiate with their hackers/buyers, this is still a very big risk.
- If you want to do this, it should be your own, conscious decision, and you shouldn’t blame anyone but yourself if there will be negative consequences.
3) How long does it take to get a response from HoYoverse?
- For Hacked Form: While HoYoverse CS advertises 20 working days for response, in normal circumstances it will take around 40 days (including weekends) to recover your account. Sometimes it also reaches more than 50 days, while it is also possible to recover the account in 2-3 weeks.
- For Recovery Form: It's been said that the average waiting time for the response is within 10 working days, just 10 days should suffice. Responses varies and some could get a response in less than 5 days.
4) I realized that I provided incorrect/insufficient information in the form. What should I do?
- For the Hacked Form :
- Send an email to support_os@hoyoverse.com.
- Title of the email may be one of the following, depending on the contents of the email.
- Additional Information for Form UID: (Your UID)
- Correction for Form UID: (Your UID)
- Clarification regarding (topic) for Form UID: (Your UID)
- Enter Contents in the body of an email.
- For the Recovery Form
You cannot give anymore corrections as stated by the form.
NOTES
- Make sure to use the email you previously used to submit the form.
- Mind that you won’t receive confirmation that HoYoverse has received your additional information.
- Do not send too many correction emails.
5) Why isn’t support_os replying to my correction or additional information emails? Do they actually look at my emails for additional/correction info?
Support_os does not reply when there is a form currently in the queue for the email you are using to contact them. This is not a reason for concern. All emails sent to them will become part of your form. However, if you need reassurance that your correction or additional information emails have been received, you can ask genshin_cs through either email or in-game feedback.
6) I’ve sent my form, but I haven’t heard from HoYoverse for a long time. Can I ask for updates from genshin_cs email or in-game (via Feedback)?
Yes! Both works.
- Email Method :
- For the Hacked Form : Send an email to genshin_cs@hoyoverse.com with the subject title as “Update for Form (UID: your UID).
- For the Recovery Form : Send an email to genshin_cs@hoyoverse.com with the subject title as “Update for Form (Case Number: Your Case Number).
- In-Game Method :
- Open Paimon Menu.
- Click Feedback.
- Click on Service Progress.
- Click Contact CS.
- Then ask for an update. Best mention your case number if Recovery Form.
NOTE
Asking for updates essentially does nothing for the account recovery process. Asking for updates does not make the response from support_os come faster either. It’s best to ask for updates only after the 20 working days have passed, and is recommended to be done once a week only.
7) What exactly is “Genshin’s ToS” and what activities violate the rules?
- ToS means Terms of Service and breaking them usually often leads to a ban of the account or denial of help from the account recovery team. If you did any of these do NOT mention them on the form.
- The following activities violates ToS and leads to denial of service:
- Account sharing,
- Account trading/buying/selling,
- Purchasing from unofficial 3rd parties (i.e Buying it from someone else for a cheaper price).
8) What should I do if I mentioned account sharing?
- If you mentioned account sharing, or anything that goes against HoYoverse ToS, please submit a new form, from a different email address than you used before. Waiting for a response from the form that mentioned account sharing is futile. They will reject you and not offer their help.
- If I get rejected, will HoYoverse support tell me what information was incorrect?
- Sadly, no. For security reasons, they can’t tell you that. If you get a rejection email, they will tell you that “The information you’ve provided was incomplete or inconsistent”. It’s up to you to figure out what information is missing or incorrect.
- You can always review the answers you sent when support_os replies to you. (Under the Go to Evaluate button, there is a section for Ticket Content)
9) I got hacked but I can still access my account via linked 3rd Party Accounts. Can I still play?
- No. Here’s the reasons why you shouldn’t do it:
- It will mess up the Last Log-in Date you provided in the form,
- If your hacker/buyer is alerted about the activity, they might be provoked and trash the account.
- If you were hacked, you don’t have the complete control of your account. Even if it’s tempting, avoid logging on your account. If your account was hacked, then it’s hacked, and you should avoid playing on it to not alert the current owner.
10) Should I report my stolen account in game?
No. This could lead to a ban for your account. Reporting does anything for account recovery anyway -it won’t change a thing. It won’t speed up your account recovery process.
11) I saw my account being sold online. What should I do?
Do not contact the seller/hacker and do not buy it back. This will only encourage further hacking activity and account selling. Don’t worry about it getting sold either. Buyers rarely trash accounts as long as they are not provoked. If you submit your form, the account will eventually get back to you, no matter how many times it has been sold.
12) Could the hacker get my account back with the same form?
No. The hacker cannot retrieve the account without possessing the essential information you submitted to support_os. The information that will be hard for them to obtain are:
- First Top-Up (in case you spent money)
- First Device and Most Used Device
- Registration Country
- First Log-in Method or Creation Method for HYV Account
All of which are necessary for account recovery.
13) How do I send a Return Ticket?
- For Hacked Form :
Send a separate Email to support_os@hoyoverse.com (using the same email HoYoverse sent you the acceptance email with) with the title RETURN TICKET, leave the text body empty and the 6 automated questions will appear again. Answer them and describe your issue in number 6.
- For Recovery Form :
It should be the same as Hacked Form, but sometimes it doesn’t work, so as an alternative you can send an in-game ticket about it and provide your Case ID and describe your issue.
14) I got my account back, but I want to check if there were any purchases made by the hacker/last owner. How can I check that?
In-game options :
- Compare how many Welkin days you have left;
- Login to the game > Open Paimon Menu > “Feedback” > “Record of Genesis Crystal Transactions”. You can see all the transactions made in the last 6 months;
- Check if the first purchase bonuses in the Crystal Top-up page differ from how you left them.
15) What is the "Forgot Password" method?
- The "Forgot Password" method is a way to check if your account has already been recovered. Usually occurs around the 35-40+ days of waiting mark.
- We recommend to do this every day after the 35-40+ days of waiting. Upon doing "forgot password" if the email that is shown yours; congrats your account is back! However, if the email is not yours, your account has not been recovered yet.
- This method works in game and on the HoYoverse website.
16) How do I do the "Forgot Password" method?
- Go on Genshin or the HoYoverse Account login website
- Click "Forgot Password"
- Enter your username (if you remember it) or enter the email(s) you provided to CS
- Check if the email linked is yours or not
- For usernames: If your email is linked congrats, but if you don't recognize the email your account has NOT been recovered yet.
- For email: If you get an "Account or Password error" the provided email(s) have NOT been linked yet.
Make sure to read another related content
1. What You Should Do If Your Account Got Hacked
2. A Guide to Secure Your Genshin Impact/HoYoverse Account
- Part 1 | How To Secure Your Account
- Part 2 | How Do We Get Hacked?
- Part 3 | How Can I Secure My Account Better?
3. How Scammers Work in Genshin Impact and How to Detect Them
4. How the Account Stealing Works
5. Beware of Giveaway Scam
6. Frequently Asked Questions
