HoYoverse official support request
Official request entry; choose the account or game issue that matches your case.
Official entry; some content needs JavaScript or account sign-in. Confirm the route in your order.All brands
INDEPENDENT CONSUMER SUPPORTDigital / booking service
HoYoverse support & feedback
HoYoverse: game accounts, cross-device progress and purchase issues. Find official help and share feedback with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
HoYoverse account support, each game’s support and the payment platform may handle different parts of a request. Identify the game, UID, server and purchase channel. Use official recovery and payment routes; JetonTrack does not need your password, verification code or recovery codes.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
In-game purchase help
Official guidance distinguishes authorized payment channels and the details needed for missing purchases.
English help article. Requirements depend on the game, server and payment platform.Login-method and account recovery help
Explains login-method differences and official self-service recovery.
Complete recovery directly with HoYoverse. Never send passwords or verification codes in this feedback form.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
Are my HoYoverse Account ID and game UID the same?
They identify different things: an account can contain multiple game UIDs. Tell support which game, UID and server are affected, and label an account ID separately; do not send account passwords or verification codes.
My progress disappeared after changing device or login method. What should I check?
Compare the original game UID, server and login method. A social-provider login and an email login can reach different accounts unless linked; ask official account support to investigate rather than deleting or unlinking accounts while unsure.
I paid for in-game currency or an item but did not receive it. What helps?
Confirm the game, UID, server and payment account used, then keep the order ID and receipt. Check whether payment completed and contact official purchase support; avoid paying again just to test whether the first purchase worked.
A third-party top-up or disputed charge caused a problem. Who should review it?
Identify the exact payment channel and transaction before requesting help. Ask HoYoverse to verify an unfamiliar channel through official support; payment-provider and game-account investigations may be separate, and a refund outcome must be confirmed by the responsible party.
Before you contact support
- Game title, in-game UID and server; account ID if relevant, with no password or verification code.
- Device, platform and the login method used, without sharing login credentials.
- Purchase order ID, payment channel, item name and redacted transaction receipt.
- Dates, previous support references and the outcome you are requesting.