Account Recovery
Hello! I'm writing here because I don’t know what else to do to recover my account. It was stolen back in December 2024, and since the beginning of February, I’ve been trying to get it back.
I first used the in-game assistance and received an email with the following response:
"After manually re-verifying your account details, we regret to inform you that your account has been flagged as being in an unusual state, and your claim cannot be approved at this time."
I then tried reaching out on the PUBG Reddit, where I was redirected to a form. I provided a ton of information proving that I am the rightful owner, including:
- All the devices I used to login
- My old usernames
- The friends I played with the most (along with their old usernames)
- My location (which has remained the same since I started playing)
- The exact date I created the account
- All my receipts (20-30 receipts over the past three years)
Plus the other info in the form
I seriously don’t know what other information I can provide or what other steps I can take. I have received no additional details on why my claims are being rejected. I also have emails and screenshots proving that the account is rightfully mine, but it seems like they are not being taken into account. My account has always been linked to my email, but I cant access it (the account) because the hacker probably removed my devices as trusted ( I also haven't played in a couple months) and they put their phone number as second verification. When I try to login, I get the message to use second verification but they are receiving the code, not me. I also cannot access it with password.
I hope I can get help and answers on why my claims are not accepted. I have had this account since 2018, so I don't want to loose it.
7 Replies
fyi, my account just got hacked about a week ago, same issue like you, but the answer is rejected. the regular device to submit an recovery in-game was removed by the hacker
Should I submit another recovery claim?
That is very unfortunate, but you can only use the recovery tool in-game. It’s a good idea to try again since, outside of that, no one seems to be able to help you.
Account recovery is a black box. This Discord server is the official PUBG Mobile server, but it is not responsible for account recovery. The only person from Tencent here is Error, and she has other priorities. The moderators are also community members like you and me, and they have no knowledge of the process themselves. They are instructed to direct you to the in-game tools or the official support website: https://pubgmobile.live/support/.
That link is your best bet since Error herself reviews it, but its effectiveness is still questionable.
Keep in mind that account recovery is a complete mess. It only works under very specific conditions—ones that thieves are aware of, allowing them to lock users out of their accounts.
Google Forms: Sign-in
Access Google Forms with a personal Google account or Google Workspace account (for business use).
Thanks!
Do you think they will process another Google form?
Submitting one detailed request should be sufficient. Just ensure that you meet the requirements for a denied in-game review—one that should already be detailed—and provide all the necessary information requested by the form to the best of your knowledge. The review process can take a few weeks since it is handled by a single person, but submitting another request is not necessarily required.
Oh I meant they denied my request via the google form. I dont know if submitting another one would work.
I guess not, you probably can’t provide more infos that will help.