If you have lost access to your account, and you can not retrieve it by linking to Facebook or WeChat, you can send a help request to our Player Experience support team.
Before you send us a message, make sure that your new game is connected to your own, unique Game Facebook or WeChat account and then please include the following information in your message so that we can locate your lost account:
- Your in-game name
- Your experience level
- Your Character ID# (if you remember it)
IMPORTANT: If you ever made in-game currency purchases on the lost account please make sure to include a screenshot of the receipt of said purchase in your message!
Without a receipt, we can not recover your purchases on the lost account.
Since we receive a lot of messages every day, it could take a couple of hours until our team will get back to you but we do answer to all messages!
Hang in there and we'll get back to you in the order we received your ticket!
Submit a lost account claim: Submit