Is there a way to contact customer service or someone from the game?
I need urgent help, my account was hacked on November 14, 2023, I previously reported illegal pages of uc recharges and entered the form to earn uc, since I am on the official pubg mobile latam server, they informed me that a certain number of reported pages I could earn uc, I reported uc pages but there was one time I entered a page and by mistake accepted the terms and conditions of the page, I thought nothing would happen but at that same moment after 1 hour it was formatted the cell phone and it was restarting from the factory, I thought nothing had happened, I restored the lost data and all that, I installed pubg mobile and it didn't let me log in, I did everything possible to recover my account, log in from phone number, email Until Twitter I couldn't log in, my account had been hacked and stolen, I made claim after claim but everything was rejected, they stole my Twitter, my email and they had unlinked my phone number, it wasn't until June 20 of this year I made a I complained through Twitter to recover my account and fortunately Twitter approved my complaint and I was able to log in that same day, but the guy who had stolen my account found out that I was able to recover my Twitter account, I was able to log in but the guy logged in quickly to be able to activate the secondary verification, but at that time I could see what had been logged in by a Samsung phone and apple by email that does not belong to me please I need help to be able to unlink the email to.* il.com does not belong to me and the phone number 78**16 does not belong to me. I need help, the account is linked to the Twitter account of Aurora_rara__ I will be leaving all the evidence on Twitter, please I need aid
Solution:Jump to solution
Please contact the customer service for further assistance with lost or stolen accounts.
You may submit an account recovery request through in-game at the login page of the game by selecting Help > Login Issue > Account Recovery > Submit Claim.
If your issue is not resolved after receiving a response, you may create a post through https://ptb.discord.com/channels/393088095840370689/1219166294105133086 with a description, your numeric user identification and a screenshot of the customer service conversation. Please note that you will need to submit the support requests through the official support subreddit for now....
Reddit
r/PUBGM_Support
PUBG MOBILE's official subreddit to help the community maintain a better account environment, fully supported by the Tencent operations team!
32 Replies
Please I need help
Here I was able to recover the account on June 20 when I made the claim on Twitter and they approved the claim
I was able to retrieve it for a moment before it triggered secondary verification
Please error, nadia, what should I do?
I even made the complaint on reddit and they only tell me this
Tell me step by step what I should do to recover my account
Solution
Please contact the customer service for further assistance with lost or stolen accounts.
You may submit an account recovery request through in-game at the login page of the game by selecting Help > Login Issue > Account Recovery > Submit Claim.
If your issue is not resolved after receiving a response, you may create a post through https://ptb.discord.com/channels/393088095840370689/1219166294105133086 with a description, your numeric user identification and a screenshot of the customer service conversation. Please note that you will need to submit the support requests through the official support subreddit for now.
Reddit
r/PUBGM_Support
PUBG MOBILE's official subreddit to help the community maintain a better account environment, fully supported by the Tencent operations team!
If you have already made a post on Reddit regarding this, please wait patiently for a response.
Ok thanks
:catok:
I will let you know anything they tell me
What is your numeric user identification, @Aurora ♡?
This is my ID 5768178387
But I already deleted the first post
I thought there was an error in it and decided to delete the posts I made
But what should I do then?
Should I create another post again?
Please contact the in-game customer again and re-submit the account recovery form with more detailed information once the countdown resets:
• commonly used devices (name and model)
• previously-linked email addresses (and when they were linked)
• recent purchase screenshots
• approximate date and description of the account loss
• approximate date of the last login
Ok, but the only question is that it has been a long time since my account was stolen
Even when I logged in, they detected me as an intruder
The account already detects that my phone was no longer synchronized
I have a problem with that, also literally the first message I sent, I sent it to the account claim,
It's been about 7-8 months since my account was stolen
But I have these questions
In that information what do I put?
Since my account was stolen 7-8 months ago, should I still enter my region where it was stolen? Or should I put the region of the guy who has it?
I have that doubt in those questions
You should enter your region and your device only, your own information not the person’s who compromised your account. The system will still have the record for these.
Also, it is not a necessary to login to the account to contact the in-game customer service. You can also contact them via the login menu.
That's what I do, and you don't know what I've done...
Look
I have literally already had more than 25 rejected claims.
The funny thing is that they are still charging me for a subscription I bought before it was stolen
Literally 4 hours ago I received a subscription notification
Look
The payment email
You can cancel a subscription from the Google Play Store.
https://support.google.com/googleplay/answer/7018481?sjid=17145423094801554010-AP
I know, but I feel like that could help me somewhat.
Well that's what I feel...
Your ticket will be declined if you are unable to accurately provide all the information that the in-game customer service have requested from you, or that it does not match with what they have. You will have to cross-check again, or else they will not be able to assist you any further.
What do you mean by cross-check?
Because something that you have provided them is incorrect, so you will need to check every information that you provided and try again.
I understand, but I just have one question
In the information (which email do you want to link to) should I put a new email?
Or should I put the one that was already synchronized before?
Wait
I put my email there
But in this
Should I enter the same email address I entered above?
Or should I put a new email?
Do you know if the previous e-mail is still linked to your game account?
I have a doubt about that
Does that account have an account? Yes and no
The account has an account created from Google play but not by email
Regarding your question, it is not linked
Because my email starts with L and the current email that is linked is this
The one linked starts with the letter A
As I told you, my email where it was synchronized, I have an account created by Google play
But I don't think it matters
Because it still asks me if I want to synchronize it
Screenshot 1: The e-mail address that was linked before.
Screenshot 2: A new e-mail address should be provided.
Ok thanks
Ok then I need to create a new email