Dear Players,
Players who are unable to log in, have had their accounts hacked, or encounter other account issues typically need to use the account recovery tool to resolve their issue. We've upgraded it to help players resolve their account issues more efficiently.
Prerequisites for Use
1. Don't let anyone else use the account recovery tool on your account.
2. Don't use the account recovery tool on anyone else's account.
3. Provide your email or phone number to help verify your identity.
Feature Usage
1. Reset Login to Provided Email/Phone Number:
Effect: For players who are unable to log in at all. 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.
2. Keep Current Login Methods But Reset Email:
Effect: For players who can't log in because they can't access their linked login methods or reset them. 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.
Note:
Once the new login method is set up, you can log in using an email verification code and then set a new password. This feature can be used twice within 7 days regardless of outcome.
3. Disable Secondary Verification:
Effect: For players who are unable to log in because of secondary verification restrictions. Once the claim is approved, secondary verification will be disabled in-game.
This feature can be used twice within 7 days regardless of outcome.
4. 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.
Notes:
- This feature can be used twice within 7 days regardless of outcome.
How to Use
1. Tap the "Help" button in the upper-right corner of the game's login screen.
2. Select "Hacked Account & Other Account Issues," then tap "Quick Account Recovery Tool Guide."
3. Read the guide carefully, then tap "Account Recovery".
Tool Guide
1. Important Note: This tool is only available to players who are unable to log in to accounts that are not banned. If this applies to you, please select the option stating that you're unable to log in. If you can log in, you should try editing your linked login methods in the game.
2. Please be honest about whether your account has been hacked and select the appropriate option. If you're unsure, select "I don't know."
(Your selection will change the types of tools available to you.)
3. When filing a claim, please enter the account that is experiencing the issue. You can enter your nickname or UID.
4. In order to file a claim, you must first answer a few prerequisite questions. This is to ensure that you understand you are filing a claim for a compromised account, not using the tool due to being scammed by someone else. The correct answers to the questions are in the screenshot below.
5. You can access different features of the tool by selecting different options.
- Selecting "Account Recovery" will remove all the previously linked login methods on your account and link the email or phone number provided in your claim.
- Selecting "Change Email" will retain all your login methods, but a new email address will be linked.
- Selecting "I have no access to my phone/email for secondary verification" lets you disable secondary verification on your account.
- Selecting "I don't remember my login credentials" lets you look up your account information (e.g. phone number, email address)
6. Please remember to enter your own email address when filling in the email address on your claim and not anyone else's. The claim result will be sent to this email, so please do not share or link it to anything after submitting your claim.
7. Claims are usually handled within 7 working days, so please wait patiently after you've filed your claim.
Also note that after a claim to reset your account's email or phone number is approved, there will be a 10-day processing period.