Q&A for How to Contact miHoYo

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My account got banned and I haven't done anything, how can I get it back?

Aasim

Top Answerer

If your Genshin/Honkai account has been banned, you can appeal the ban by email. Explain what your side of the story is so they are clear about what you mean by "I haven't done anything."

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Question

What happens if you get a negative balance?

Aasim

Top Answerer

A negative balance occurs if, for some reason, you acquired in-game goods via fraudulent means or if your bank disputed or reversed a charge. If this happens, then you will have one week to resolve the payment issue before your account is suspended.

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I have been charged multiple times for the same purchase. How do I resolve it?

Aasim

Top Answerer

miHoYo, like many game developers, has a no refund policy, but if you believe you did not make the purchases, you can contact miHoYo to try to get the issue resolved. If you attempt to do a charge back, it is possible that your account is banned.

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My character is stuck in golden apple archipelago, so I cannot enter genshin impact with my main account. It is stuck at the loading page. What do I do now?

Aasim

Top Answerer

Explain the problem to miHoYo, they will attempt to release a patch that fixes your loading bug.

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Question

How do I switch servers?

Aasim

Top Answerer

To switch servers, simply select the country on the login screen then select the appropriate server (America, Europe, SEA, TW/HK/Macao).

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Question

I can't access the feedback screen. How do I contact miHoYo?

Aasim

Top Answerer

You should send your inquiry via email. See the article above for miHoYo's email address.

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What does "A character is currently involved in other quests" in Genshin Impact mean?

Aasim

Top Answerer

It means that a character is currently busy with a different task. Characters will often be involved in quests listed higher up (like Commissions), so those should be completed first. After, the quests listed lower down should be opened. Also, some quests cannot be completed in co-op.

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Question

I bought 3 welkin and my little brother refunded 2 of them without my consent. What will happen to my account?

Aasim

Top Answerer

Since Welkin is a month-to-month subscription, if you attempt to do a chargeback, your Welkin subscription will expire sooner rather than the original few months. However, if you attempted to chargeback all your Welkin then you could end up with negative balance.

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Question

In Genshin, can every player get a 5 star of their choosing?

Aasim

Top Answerer

While you do not get choice over the first five-star drop, if you make 180 pulls on the character banner or 240 pulls with epitomized path you are guaranteed the 5-star you either selected or that is being promoted.

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Question

How long does the customer service team take to respond?

Aasim

Top Answerer

If you use their in-game feedback option, you can get a reply quicker than if you send an email to their accounts.

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Question

Why can't I delete my miHoYo account?

Aasim

Top Answerer

If you recently changed your password or login, it will not let you delete your account to help stop compromised accounts from being deleted.

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