Dear Players,
We've completely upgraded the account recovery tool to further improve account security.
The key updates are as follows:
1. Claim Cooldown Adjustment
Before: The account recovery tool enforced a cooldown period for each account, and in some cases, the claim eligibility could be used by another party.
After: The account recovery tool now enforces cooldowns by device, making it easier for players to recover their accounts in case a hacker files a claim.
2. New Processing Period
Before: When a claim filed using the account recovery tool was approved, all login methods would be reset, and the original account owner would not be informed of the reason for the reset.
After: There is now a 10-working-day processing period after a claim is approved, during which the original account owner will also be notified of the pending change. The system will determine the rightful owner based on both parties' security answers and device information.
3. Feature Overview
The tool now includes several new features that let players use the Account Recovery Tool based on the specific reason they’re unable to log in to their account.
Reset Login to Provided Email/Phone Number:
Use Case:Players who are completely unable to log in.
Effect:Once your claim is approved, all previously linked login methods will be removed, and the account will be linked to the provided email address.
Additional Notes:
- After a claim is approved, there is a 10-working-day processing period during which the original account owner will also be notified of the pending change. The system will determine the rightful owner based on both parties' security answers and device information.
- Once the new login method is set up, you can log in using an email verification code and then set a new password.
- If the claim is rejected, you must wait 7 days before filing another. If the claim is approved, you must wait 3 months before filing another.
Keep Current Login Methods But Reset Email:
Use Case:Players who can't log in because they can't access their linked login methods or reset them.
Effect:Once your claim is approved, your previously linked social media accounts and phone number will be retained, but your email will be changed to the one provided.
- This feature can be used twice within 7 days regardless of outcome.
Disable Secondary Verification:
Use Case:Players who are unable to log in because of secondary verification restrictions.
Effect:Once the claim is approved, secondary verification will be disabled in-game.
Account Lookup:
Use Case:For players who've forgotten the details to their linked login methods and need to look them up.
Effect:Once the claim is approved, you can view your linked phone number, email, and other accounts.
We will continue improving the game's account security features based on the feedback we receive in order to provide players with the most comprehensive account protection services.
September 15
PUBG MOBILE Team