8 replies

the problem:

Hello, I have a problem in submitting a complaint to recover my hacked account, and I have provided my answers 100% correctly and with the same device used in the account. However, the complaint is rejected for incomprehensible reasons. For your information, I have all the information that proves that the account is mine.
UID: 5385006364

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.

Please note that 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.

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.

r/PUBGM_Support

PUBG MOBILE's official subreddit to help the community maintain a better account environment, fully supported by the Tencent operations team!