Introduction and Explanation:

Hello, you are here because you are having trouble logging in to Honkai Impact 3rd. You probably experienced one or more of the following things:

  • You logged in with what you thought was your account and got started into a new character in the tutorial.
  • You only used AppleID/Google Play/GameCenter/etc to log in but that option doesn’t even show up.
  • You tried doing the Account Retrieval but got an error message.
  • After the 5.8 update in July 2022 you cannot login anymore.

If you had something like this happen this document is for you. First off do not panic, your account still exists, it did not get deleted and it is not gone, it is perfectly fine and just waiting for you. It needs to be linked to the current hoyoverse login system. You will need to do the Account Retrieval process.

Account Retrieval Process:

First make sure you are on the correct Server (in the upper right of your login screen if you are on NA or EU, if you play on SEA then there will not be a server in the upper right).  Also if you used to play on mobile then third party login options like Google play or Apple ID will not show up unless you're on the mobile version of the game so you will need to be on mobile if you think you used to log in with Google Play.


You need to click on the “Account Retrieval” link and sign in with your old Honkai Impact account.

If you are doing this on PC then the only option is the miHoYo Pass login option. If you do not remember what it is then try the last thing you used to log in. It might have been an old email address or username.You can also try the forgot password link and try every email address that you have access to. Until you find it

If you used 3rd party logins like Game Center or GooglePlay or Facebook then if you open the game on mobile then the account retrieval will have options for Facebook and iOS will have Apple and GameCenter and Android will have Google

If you keep getting an error message saying that the account does not exist on PC and you’ve tried every email you can think of then you might have initially started playing on mobile, get on your phone and install the game if you have to but try the Account Retrieval on your phone and you will get more options like google play, appleID, Twitter, etc.

Also if you get an error message saying “System busy” when trying to log into the hoyoverse account then that means the hoyoverse account does not exist. Please go to account.hoyoverse.com and create a new hoyoverse account, then go back to the account retrieval and use that newly created account.

Another thing to check if you're getting that the account name does not exist is that you might have put a blank space after the email address of you copied it over or used auto fill. Please manually type it.

Once you get to a screen that looks like this then first verify that its your old Honkai account and then click confirm.

After that it will ask you to log into a HoYoverse account. You will need to log in with your HoYoverse account that does NOT have a honkai account associated with it. If you do not have one then click register now.

 If you did not log in to the game already with your main HoYoverse account and get a new character then you should use your main HoYoverse account.

If you accidentally already logged in with your HoYoverse account and got a lvl 1 character then you can either make a new HoYoverse account to link this to OR contact HoYoverse Customer Support to explain your issue and see if they can get rid of the accidentally created new character. You can find out more about this in the Unbinding Process section below.

Once you have logged into a HoYoverse account successfully then you will get the following screen.

Press confirm and if you get a success screen then the Account Linking/Binding was successful! Just restart the game and log in with the HoYoverse account you used in the Account retrieval and you will be in your old character.

If you get the “Failed to Link error message then there are TWO versions of it, please look for which one you got and then follow the steps.

If you get this Failed to Link error then that means that your Honkai account is currently not linked to a HoYoverse account but the HoYoverse account you tried to connect your old one to already has a Honkai account linked to it.

This will happen if you tried to use the same HoYoverse account in the Account Retrieval that you used to log in and accidentally got a new lvl 1 character. That level 1 character is still a honkai character and is right now bound to your HoYoverse account. You have two options to fix this.

  1. Create a new email address and use that email address to create a new HoYoverse account to use for the Account Retrieval. If you choose this then go to the Creating a new HoYoverse account section of this document.
  2. If you really want your Honkai account to be connected to this specific HoYoverse account then you will need to contact Customer Support and see if they can unlink the Honkai account currently connected to your HoYoverse account so that you can link your old Honkai character to it. Please go to the Unbinding Process section of this document.

If you get the following screen then there will be a few more steps.

This screen means that your Honkai account is already bound to a different HoYoverse account, if you do not remember doing this then it most likely happened with you linked your google play or Apple account or something like that in the past. This is still fixable so do not panic, you will need to first try looking for the HoYoverse account that your Honkai account is connected to in case you linked it to your Twitter or something like that and just forgot. Please refer to the Hoyolab finding section below. You can also email customer support with your UID and they will tell you what to use to log in.

Hoyolab finding


You will need to go to hoyolab.com and sign in. Once you are signed in you will need to look for Honkai’s battle chronicles to see which Honkai account is connected to that HoYoverse.

If you find your old Honkai account then great! First go to account.hoyoverse.com and sign in with the same account you used to sign into hoyolab.com. Once signed in go to the account security settings on the left side and make sure there is a username and email address setup. Then just sign into the game with the HoYoverse that you found it in. If you did not find it then log out and try a different login (maybe facebook or twitter or an old email or username) and look again.

If you have gone through everything that you can think of and still have not been able to find it then you will need to go through the Unbinding Process section to have Customer Support to unlink your Honkai account from whatever HoYoverse account it is currently connected to.

Unbinding Process:

  1. Contact Customer Service via email and explain your issue and request an Account Unbind. If you accidentally created a tutorial account with your main hoyoverse account then please mention this in your email and provide the UID of your accidentally made account as well. They will reply to your email with an unbind form. Use this template to contact them:

Subject: Account Retrieval

Body: UID of your main honkai account and screenshot of failed to link screen and your explanation.

Usually within 1-3 business days you will get a reply with a link to the Unlink form. Remember to check your spam and promotions folder if you’re using Gmail

  1. Do not panic again, this form has a lot of scary wording which really just means that you won't be able to log into your Honkai account until you link it to something. You already could not log in before so this is fine.
  2. While you wait to get the form you will need to gather the following information. The more of it you have the better:
  1. Your Honkai account UID, this is your User ID and is the most important piece of info to have. If you cannot find it then look at the Ways to Find your UID section for some ways on how to find it.
  2. Any receipts of purchases made in the game, you can search your email for things like “Honkai purchase” or “Google Play” if you used the play store or something like that.
  3. Any screenshots of the game that you have, the more info you have to prove that you are the owner of the account the better.
  1. When you get the form try to fill it out to the best of your ability, the more accurately you can fill it out the better but the whole purpose of this form is to find your account and prove that you are the owner of the account. They want to make sure they have the right account and that no one is trying to steal yours so just do your best to fill it out the best that you can. Some common questions about it are:
  1. Which UID is it asking for at the top? That would be the honkai account you want to unlink. For most people this is their old honkai account. If you are trying to get rid of the accidentally created low level character this will be the low level UID.
  2. What if I don't know my old miHOYo Pass username/email or never linked it? Just put NeverLinked or never@linked.com
  3. I don't know my account registration date! Do you remember what event you were playing when you started? Like was HoT just coming out? You can look for the PV trailer on Honkai’s youtube to find the date of when that came out.
  4. Account registration device? That would be the device you created your Honkai account on, PC or mobile? The more details about your device the better like what model of phone it was, etc.
  5. Location most used to play the game? HoYoverse pass registration place? Those would be your city and state/country.
  6. Attach all the above mentioned screenshots in step 3 at the bottom.

  1. Now you just gotta wait patiently! Play some Genshin, watch some youtube. Hop in a Honkai stream, go burn some pizza toast or something because this unbinding process will take 1-7 business days, possibly longer if they are overwhelmed but a lot of people were getting replies within 2 days. One thing to keep in mind is do not try to log into Honkai with a HoYoverse account since that will just create new accounts. Just leave it be and wait
  2. Once they email you to confirm that it is done then please first make sure that you have a HoYoverse account that does not have a Honkai account linked to it. A lot of people just create a new HoYoverse account but if you want to have it bound to your main HoYoverse account with your Genshin bound to it then do an unbind request for the newly created accident lvl 1 Honkai account if Customer Support did not take care of it after your first request. If you need help then please refer to the Account Retrieval process for how to link your Honkai account to a HoYoverse account.

Creating a new HoYoverse Account:

First make sure that you have an email address that is not already used for a HoYoverse account. If you need to make a new one then do that now.

Go to account.hoyoverse.com and click register now. Follow the steps to create the new account.

Ways to find your UID if you do not know it:

PC Players:

        If you have not uninstalled the game since this started happening then press Windows Key+R and type regedit.exe in the run box and then once the registry editor comes up find this folder (Computer\HKEY_CURRENT_USER\Software\miHoYo\Honkai Impact 3/3rd) Once you are in the folder look for a bunch of things in the main section that look like this:

Those numbers after USD_V2 are your UID

Mobile Players:

        This is a bit harder since there is no file for it, you can try the account retrieval since that tells you your UID or you can ask a friend or armada pal to look at your friend profile which should have it.

Honkai Customer Support Information:

Global

EN: honkai3rd_global@hoyoverse.com

DE: honkai3rd_de@hoyoverse.com

FR: honkai3rd_fr@hoyoverse.com

SEA

EN: honkai3rd_asia@hoyoverse.com

CN: honkai3rdcn_asia@hoyoverse.com

TH: honkai3rdth_asia@hoyoverse.com

VN: honkai3rdvn_asia@hoyoverse.com

ID: honkai3rdid_asia@hoyoverse.com