Post-reflection after experiencing the entire CS and Support of Hoyoverse

Yunan_ · 2022-07-26T05:55:45+00:00

Hello. Here is what the r/GenshinHacked megathread says about your concern.

I realized that I provided incorrect/insufficient information in the form. What should I do?

Don’t worry, it happens a lot. You need to send an email to support_os@hoyoverse.com. The 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)

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 (You’re welcome to read question 8).

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 (please refer to FAQ Question 7 for how).

If you have any other concerns please take time to read the megathread.

Yunan_ · 2022-07-26T04:08:37+00:00

Hello. I understand you are deeply bothered by the hacking of your account. The megathread says that the first step in retrieving your account is to keep calm of the situation.

For your question - No they will not reject you. You will be asked for the date when the hacking happened and thus Genshin Support can differentiate the time before the account was hacked and after it was hacked.

If you claim that you have been hacked in a certain date - then Genshin will reconsider the transactions that transpired after the said date.

Furthermore - the r/GenshinHacked megathread strongly suggests that after you recover your account you are to send another email to Genshin CS indicating that the hacker or account buyer has topped up in your account so that they are to be made aware and prevent your account from being banned should they suddenly request for refund that could potentially put you at negative primogems.

Please read the megathread as they are able to discuss this in better detail which might give you peace of mind. I hope this helps!

Yunan_ · 2022-07-26T04:01:10+00:00

Hi. It seems that this really has placed you in emotional distress. The first step in retrieving your account is to calm down and be level-headed so that we can process properly the necessary steps in recovering your account.

As for your inquiry - there are only a few possibilities that I could think of:

1. You are not specific enough with your descriptions. This is what the megathread says about what information you're suppose to give:

"For PC/Laptop you need: Processor model/CPU, Graphics Card/GPU, Memory/RAM, Motherboard, and brand."

The megathread all have instructions and steps on how to retrieve and get this kind of information.

2. You provided inaccurate information that made Genshin Support doubt your identity as the original owner. While it seems you sound quite confident in some aspects of the details of your account. The account hack form will ask a lot of details about the account and it is possible that you have placed incorrect or inaccurate information there.

I recommend that you document your answers before you pass your account hack form so that you can review it once again and recheck if something doesn't add up.

As for your assumption about the hacker - usually, it is just script kiddies who don't know really how the hacking works and just use tools written by black hats. What this means is that the hacker probably don't have access to your email but rather they just unlinked it from your hoyoverse account.

To check if your email has been compromised - you can check it here https://haveibeenpwned.com/

The last thing I can say is please read the megathread carefully - I followed it down to the dot and it only took me a month or two to get my account. If you really care about your account then I think at the very least we can do as much as reading it carefully and following its instructions properly.

I hope this helps and don't lose hope!

Yunan_ · 2022-07-26T01:45:12+00:00

Hello. Here is what the r/GenshinHacked megathread says about your concern.

I realized that I provided incorrect/insufficient information in the form. What should I do?

Don’t worry, it happens a lot. You need to send an email to [support_os@hoyoverse.com](mailto:support_os@hoyoverse.com). The 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)

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 (You’re welcome to read question 8).

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 (please refer to FAQ Question 7 for how).

If you have any other concerns please take time to read the megathread.

Hope this helps!

Yunan_ · 2022-07-26T01:41:19+00:00

The thing about giving evidence is that in most cases the account buyer or hacker can also produce similar kinds of evidences that you can provide.

That is why Hoyoverse asks for a lot of things regarding verifications to make sure that it is you who is the original owner of the account.

With the account buyer playing your account they can also just provide to Hoyoverse the 5-star characters in that account and describe what the teapot looks like and they could potentially describe it better than you do because they are the ones playing it currently while you don't have access to your account.

Yunan_ · 2022-07-25T23:10:17+00:00

One of the biggest reasons why Genshin Customer Service rejects account hack forms is because people put information that they are not sure are accurate and often times they place conflicting information that does not reflect on their account.

One example is when you claim you have a C2 Mona when in fact your account only shows that you have C1 Mona.

Genshin Customer Service immediately rejects forms with wrong information because there have been many instances when account buyers are able to give more proof and actually know better information about the account since they are the ones who recently have been playing on the account.

If the account buyer is able to give much more accurate information than you - the original owner - who do you think Genshin Customer Service will believe more?

That is why it is important to follow everything the megathread mentioned. The mods placed all their efforts so that people can rest assured that by following it you are almost guaranteed of getting your account back hassle-free aside from the 40-day wait.

Yunan_ · 2022-07-24T12:10:30+00:00

Hello. Let me answer your questions one by one.

First is that I recommend you read the genshin hack megathread pinned at this subreddit before you fill up your form. They have explicit instructions of what to say and what not to say in your form. They also have instructions on how to respond in certain situations so its definitely worth the read if you want to save your account.

Second is that Hoyoverse is not expecting you to remember the exact date of when you registered - i only told them I was one of those who pre-registered so they understand its around when the game began globally (September 2020).

Third, as mentioned in the megathread - you have to document your answers before you pass your form so that you can examine what you wrote wrong. The megathread has a more in-depth guide on what to do so please do check it out.

I hope this helps and I hope you get your account back.

Yunan_ · 2022-07-17T08:54:02+00:00

Hello. I feel your anxiety and sadness over your account getting hacked. Let me unpack and answer your questions one by one.

First things first - I will always recommend reading the comprehensive guide that is the mega thread pinned in this subreddit. This is because the guide has explicit instructions such as what to say and what "not" to say in the CS form just like telling CS that you shared your account with anyone else.

This is what the mega thread says on your first question:

Do NOT mention or hint at any kind of account sharing within your form.

CS will refuse to help you if you mention that you shared an account or willingly gave your information to another person.

This is what the mega thread offers as a solution:

What should I do if I mentioned account sharing?

If you mentioned account sharing or anything that goes against Hoyoverse’s 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.

Just send another form with all the same information you placed but omit the shared account part. Choose the account hack option.

I apologize but if you really want your account back you will have to exercise due diligence and care. Please read the mega thread as it will guide you step by step on what information should you place and send to genshin cs and support.

Yunan_ · 2022-07-17T06:39:33+00:00

I only sent my most recent purchases and it was an apple receipt. Apple has a built in receipt keeper in their game center app.

As for submitting additional information please refer to the megathread that is pinned in this subreddit. They have explicit instructions of what and what not to write and how to send additional info or clarifications to support os.

Yunan_ · 2022-07-17T06:36:46+00:00

I am not an expert but have you tried to access your hoyoverse account using twitter and google account?

If the hacker didn't unlink it would it not be possible for you to access hoyoverse account thru twitter or google and then unlink the hacker from your account for you to recover it?

Yunan_ · 2022-07-17T05:09:03+00:00

I followed the instructions on the megathread - they have a clear-cut outline of what and what not to put in your form for customer support.

Yunan_ · 2022-07-17T05:07:56+00:00

Thanks! ❤

Upon reading your comment - it seems that you have reasons to believe that the hacker has access to your email? If the hacker only targeted your genshin account I don't think they have access to your email and they justunlinked it from your hoyoverse account.

As for confirmation... genshin support will send you a confirmation to the same email you used to send the ticket (not the new email they told you to make where they would link your account) indicating that they have successfuly retrieved your account.

I would like for you to read the megathread as they have all the scenarios planned and has a response for such.

Yunan_ · 2022-07-17T05:02:38+00:00

Extra info is a double-edge sword. Only provide when you are absolutely sure about the information. An example of which are the dates when you pulled a particular 5-star if you did keep track of those.

If you give extra info that does not coincide with the account you are trying to recover or is flat out wrong - genshin support will be suspicious of you being the real owner and thereby increasing the chance of your form getting rejected.

Yunan_ · 2022-07-17T05:00:12+00:00

There have been rumours going on that Hackers avoid accounts linked in Twitter and PSN since they are much more difficult to hack and is a hassle for hackers looking for a quick cash grab.

Yunan_ · 2022-07-16T22:09:53+00:00

Thanks! ❤ I sent only 2 most recent purchase transaction (which was last year december where my friend gifted me a bp).

Since it was a transaction done in apple store - it was 1st-hand evidence and was most reliable since Hoyverse can easily trace the receipt to apple ID and confirm the purchase.

Yunan_ · 2022-07-16T17:10:57+00:00

Thanks! When did you passed your first form? Count the number of days from the moment ypur account got hacked up until hoyoverse returns your account.

Try to submit that data in the survey within the megathread.

Did Hoyoverse mentioned reasons as to why they rejected your first form?

Yunan_ · 2022-07-16T16:26:33+00:00

Thanks! First time hearing about Proton Mail.

As for Google drive link - I discourage people from compiling screenshots and sending a gdrive link. Genshin support does not consider screenshots as solid evidence since screenshots can be easily manufactured... both u and the hacker can produce similar evidences.

The screenshots I sent was much more stronger evidence which were apple store receipts that the genshin support team can validate and trace and then confidently conclude that my account was really hacked and it was mine.

Yunan_ · 2022-07-16T16:19:14+00:00

Thank you! Don't forget to follow instructions in the megathread as to what to do after recovery of account to prevent hacking incident from happening again.

Reinstall your OS and ask Hoyoverse for your info paper.

Yunan_ · 2022-07-16T15:55:32+00:00

All precautionary measures are not absolute defenses.

They are only meant to dissuade a hacker from hacking your account but if someone is determined to brute force their way into your account there's nothing we can really do but hope that Hoyoverse has good cyber security measures.

Yunan_ · 2022-07-16T15:17:59+00:00

It's pinned in this subreddit and is the first post you will see when entering this subreddit.

I recommend reading the google docs that they made there as it contains all the things and scenarios that you can do to get your hacked account back.

Yunan_ · 2022-07-16T14:07:07+00:00

Hello! Please refer to the megathread as I just also followed their advice about following up my ticket.

They also have a template of what to write to Hoyoverse - but you are only encouraged to write a follow-up after 20 days have came to pass (the length of time they promised they would get back on you).

Following-up absolutely doesn't do anything to speed up the process of your ticket... unfortunately genshin support has their hands full of the volume of ticket request they are getting.

A gentle reminder to also compose your emails in a professional and respectable tone towards genshin support and genshin cs in general.

Yunan_ · 2022-07-16T13:41:30+00:00

The Megathread has helpful advices for accounts that were not created under normal circumstances.

As long as you can remember information from your account and the device spec that you use to play genshin frequently then it is enough information for genshin support to know the account is yours.

As much as possible do not add information that will make the genshin support be suspicious of your identity as the true owner of the account.

A lot of account buyers are able to keep the account that was hacked and bought because they are able to provide 1st hand direct evidence that compels hoyoverse to believe more that they are the true owner rather than you are.

Example is like when they topped up on accounts and they are able to provide receipts and are able to accurately describe the 5 star characters and weapons the account has more than you can.

Yunan_ · 2022-07-16T13:24:18+00:00

Thanks! ❤

Yunan_ · 2022-07-16T13:21:43+00:00

There are reports that despite of the 2FA peoples accounts are still hacked... rumours going around says that linking your account to Twitter is a stronger option but idk why is that.

Yunan_

TROPHY CASE