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Genshin Impact: How to contact customer support service

To help you with your game related issues

Often times your cherished account of Genshin Impact might be strangely affected by a problem that you cannot resolve easily. In those times, you need to contact Mihoyo customer support, which oversees account-related issues and other queries you have for them. The steps for reaching out to them are simple. In this article, you will be guided through the procedures for contacting Genshin Impact/Mihoyo customer support.

Steps to contact Genshin Impact Customer Support

There are two ways to contact customer support, one is through an in-game customer support portal, another is through e-mail. The method for in-game customer support is as follows:

Steps to contact Genshin Impact Customer Support
Steps to contact Genshin Impact Customer Support
  1. Click on Paimon Menu. This can be triggered by pressing ‘Esc’ in computers or by clicking the tiny Paimon sprite on the top-left of the screen on hand-held devices.
  2. Click on ‘Feedback’ from the menu.
  3. Click on ‘Submit Feedback’. If you see your issue or question listed on the commonly encountered issue tiles, you can click them and they will redirect you to the relevant page.
  4. If you do not see your issue listed, click ‘Proceed to submit.’
  5. Finally, click ‘Contact CS’

Procedures for writing to Customer Support

The issues are categorized into separate sections. While contacting CS, please maintain the following template,

Bug Issues

I found a consistent bug during my gameplay. I attached images/videos to show the example too. It can have a fix with these steps:

Step 1:    ***
Step 2:    ***

It is advised to attach screenshots of the bug with the complaint. And try to make sure the bug always repeats when the steps are imitated.

Feedback / Suggestion

I have feedback for the Genshin Impact team to consider! The suggestion is ***.

This is a good idea because *** and ***. I included images to help illustrate my idea. Thank you!

Although it is rare for Mihoyo customer support to consider suggestions regarding gameplay or game mechanics if you believe your idea can make considerable improvements in gameplay, feel free to contact them.

Payment Issues

I have payment issues regarding ***. I also attached related images. Thank you for the help!

Also, follow up with providing them with the below details:

  • Top Up Channel (Google Play, App Store, MyCard, Worldpay, PlayStation Store, etc.)
  • Order Number.
  • Transaction History.
  • Bank transaction notification.
  • Bank Transaction serial number.

Fill up your information beside the following headers and you are good to go. You can also e-mail them about other payment related queries at genshin_payment@mihoyo.com

miHoYo customer support emails for different regions

If you do not want to use the in-game CS system. Try mailing them with the formats demonstrated above to your relevant CS email.

  • English: genshin_cs@mihoyo.com
  • Japanese: genshin@mihoyo.co.jp
  • Korean: genshincs_kr@mihoyo.com
  • German: genshincs_de@mihoyo.com
  • Spanish: genshincs_es@mihoyo.com
  • French: genshincs_fr@mihoyo.com
  • Indonesian: genshincs_id@mihoyo.com
  • Portuguese: genshincs_pt@mihoyo.com
  • Russian: genshincs_ru@mihoyo.com
  • Thai: genshincs_th@mihoyo.com
  • Vietnamese: genshincs_vn@mihoyo.com

You only need to email once per inquiry, please. Don’t forget to also check your junk/spam!

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Paul Gorbas

This assumes the user can sign into the game. There is no suggestions on how to contact genshin impact support when you can’t log in (I keep getting a security error, validate location and NEVER get a validation email.

Gidget

There is no support option. Just everyone be aware if you get locked out and even if you’ve spent thousands of dollars they do not respond and do not care about you at all. I sent 3 or 4 email to support over another ago its been 100% ignored.

Ia not paying to start over. Ill spend my money elsewhere. They think we don’t matter but the shitty customer service will eventually be their downfall.

Mason Pritchard

Absolutely second this!^^ I’ve emailed them 3 times and tweeted to them and not gotten a reply. I got locked out of my account for not playing for several months and they won’t reply and I refuse to start over. Genshin come on now! Your fans need help

Tanie

since that the company doesn’t help us, how about we help each other out since that we all got problems while playing Genshin Impact and maybe some of us know the solution to us problem and we can also figure out the solution to our problems together.

Khloe

Every time i try to open up genshin i just see the loading screen and it starts to load but then it just crashes. My other apps work perfectly fine but genshin isn’t. I tried to uninstall and reinstall it and I’ve also tried to restart my device and update it.

haruka

not enough storage I assume.

Yui

have you tried downloading it again, it works for me on my other apps

max

i have the same exact problem, do yo know what fixed it if you did?

dxpres_ion

I have a similar if not the same problem, my game stops responding on load up, sometimes I can get to see the road, but sometimes it dies on the first white screen…
If I let it be it works at times, but at others I have to restart my PC and then -MAYBE- it’ll work…

Ali

I found a bug in my game. I can’t chat with anyone. I can use the recommended sentence and emojis , but I can’t type anything. I changed my keyboard but still didn’t work.

XXX

It’s funny how when I had a payment issue where the game wasn’t letting me buy a crystal top-up, they immediately responded, but when people get locked out of their account. They get nothing and I sent a suggestion to them yesterday and now I can’t open the feedback page.

Tousif

Shows how much they care for their players. Really sad to see this.

Vance Taylor

Hi my name is Vance Taylor and I’ve been playing Honors Impact 3 since October I recently had to update my game and it told me I didve enough space to update it so I went and bought a memory chip installed it now my original account is gone and the game started me off from the beginning can you help me retrieve my original account please

Ariel

Hey guys I have a stupid question… if I delete my login info off an iPad will if delete my account? Or just the login in info? I was playing on my best friends iPad but we had a falling out and they’re threatening to delete my stuff so I deleted my login info off their iPad so they can’t get into my account that way but now I’m afraid I deleted my game altogether…. I’m probably just dumb but idk…

Mei

you just deleted the login info. Don’t worry your account is safe, if you login with your info on another device normally then you can enter it without problems (but you need to vertify that its you by for example getting a coder by mail and entering it in the game). Hope this helped!

Jordan Winston

I have a problem with cutscenes and boss fights mainly fights like davalin he’s texture pack is just glitching all across the screen same with playable characters like yuu inn

haruka

your device quality may be low.

Alice

I skipped the registration page. How do i make an account now, can i not? I tried everything except asking for help online. If you know anything please tell .

Rapahelle

theres something wrong with the game i cant even access the site for pc download.i got epic games to uninstall the game.and tried redownloading it like i used to but the site cant be accessed.i downloaded it like that.but at the bottom right of the download option where theres a epic games download i got it,but i think the game still wont run properly cause even the site is un accessible so im not reinstalling it yet.cause i succesfully downloaded once and played the game a bit and then the next day it was not working as it should again.i… Read more »

Help

I think my game is glitched when I put in my account and password it says “Account or password incorrect” even though I put in the right account and password

Last edited 2 months ago by Help
Vanessa Steenbergen

UID: 635878890 Vanisity
Boyfriend lost access to his account, we’ve tried our best to log in, he logged in with google, but it’s not loading his game just loading a new game.

hdhejej

make sure you’re on the right server. also logging in with built in google account AND google email (so basically, a hoyoverse account with gmail) is two different things

shio matcharashvilii

i need to talk to customer service so much

Gensshh

I can’t login to my account because I used a temporary mail and couldn’t link it to my mail google account now when I try to login through another device the game sends a verification code to my temporary mail and not to my main gmail
how can I skip this verification process or what should I do please help

Wyatt

I can’t get Clerk Zhao to appear in Necessary products?

Grv

After updating to 2.5 from 1 week of March this game started lagging and frame drop even at the lowest setting.
My pc is near high end except for graphic card (1050 ti 4gb) and 100mbps internet connection.
I reinstalled the game after downloading it again. And tried most of the tricks from the internet, but nothing worked is there any solution. Please help

Kizzy

I’ve been muted for no reason on my Hoyolab account.

Cookie

my archaic stone is gone, the remains are there but the stone is not and archaic stone never respawns

UID 814113087

i want hoyoverse to help me about my id please i waas stuck wtih my google id but i cannot longer access that gmail so i want hoyoverse to remove the google id so i still can play on other device.Please and thank you in advance..

Dakota

Bought the the blessing of the welkin moon and never got mah crap like wtf hoyovers!!!

Haley

So someone helped me with a quest and once i logged out of co-op it saved the fight right? but the quest is still there meaning it is not completed and now i cant do other quests because of it

Laura Spicer

I tried 2 log in but it won’t even let me play it says incufficient storage, I’ve redownloaded loads even cleared data n cache in my settings storage but it still says the same N won’t even let me play

Janelle Coles

hello i brought the blessing of the welkin moon and i am not getting my genesis crystals and it says iessued on my purchase i was just asking why it was happing

BerriesxCream

I logged on today and my primogems were negative and all my mora was gone :(((( did I get hacked?

Adrian Martinez

The game charged me extra!!! I wanted the genesis crystals for 29.99 but instead charged for 49.99. Im going to need my 20 dollars back

Jannay capers

Hey um….when i tried to play the game on the computer it freeze up all tue time when it begins

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