Is there any way I can be in contact with someone who can actually help me and receive my info?
I’ve repeatedly submitted account recovery claims and provided all necessary documentation—including screenshots, screen recordings, and purchase history dating back to 2018—yet my requests continue to be rejected. I've submitted claims both in-game and recently through the Google Docs form(result pending), but the only response I receive is to resubmit the same information, which leads to the same outcome.
The issue seems to stem from the fact that I no longer have access to the trusted device associated with the account. I traded in my old trusted phone to my carrier, and someone I had previously allowed access to my account enabled two-factor authentication (2FA). As a result, verification codes are now sent to the person I gave access to my account, and the person has not responded to my messages.
Although I can still log in via Apple ID, 2FA prevents me from fully accessing the account on my new device. I’ve clearly explained this situation multiple times to customer support, but I’ve yet to receive a helpful resolution. At this point, the process feels repetitive and unproductive.
I’m requesting more effective assistance from the support or security team to help me recover access to my account. Given the amount of verifiable information I’ve provided, I believe this issue should be resolvable.
Solution:Jump to solution
Please be advised that every account is personal to the respective account holder and is prohibited from gifting, lending, trading, sharing or otherwise permitting any other person to access or use other's account as that is against PUBG MOBILE's terms of service. Therefore, we are unable to assist you in this regard.
15 Replies
If my google docs claim is rejected what can I do? Because that’s what I’m guessing is likely to happen
Also theres a goat lover impersonating krafton support, i believe their profile which isn’t named “Krafton Customer Service” is on here and looking through these questions sending dms from a secondary acc which is names Krafton Customer Support and if you’re reading this goat rider, go find another goat to mess with if you know what i mean
These goat lovers man smh 🤦♂️
You guys should really consider making these question conversations private
Solution
Please be advised that every account is personal to the respective account holder and is prohibited from gifting, lending, trading, sharing or otherwise permitting any other person to access or use other's account as that is against PUBG MOBILE's terms of service. Therefore, we are unable to assist you in this regard.
This is a community support channel, every players are free to provide answer as long as it is correct.
No Account Sharing. You may not sell, resell, rent, lease, share or provide access to your Game Account to anyone else. We reserve all available legal rights and remedies to prevent unauthorized use of our Services
Yes, that breaks the terms of service, but it says you reserve all available legal rights AND REMEDIES TO PREVENT UNAUTHORIZED USE OF THE SERVICE
The person on the account has someone else on the account, they are sharing it and that also breaks TOS, I would like the security team to remedy the problem and prevent the persons on the account from using it in an unauthorized manner. I don’t believe anywhere in the TOS it says you can’t help the owner of the account with recovery.
I need to speak with someone that’s on the security team, you’re just a mod on a discord server I don’t believe you actually work for pubgm outside of this, that’s why I would like to speak to someone that may be able to provide an official response
https://tenor.com/view/discord-mod-discord-dancing-guy-cringe-gif-3173535023585082338
If your account has been compromised or lost, please submit Recovery through https://pubgmobile.live/support.
If both of your requests on Google form and the in-game recovery tool are both rejected, then you need to reach out to the in-game customer service directly if you still require assistance.
Please note that your ticket will be declined if you are unable to accurately provide all the information that the form requested from you, or that it does not match with what they have. In this case, you will have to cross-check and keep trying.
where can i find the in-game customer service ?i need to talk with someone of them directly
You can find the button to contact them via the login menu or in-game settings.
they are just AI not real people ,
You will have to answer the questions of the bot in order for it to redirect you to a real support agent. Please note that the issue that you are facing, only the in-game customer service will be able to assist you.
i need more informations, please help me
i just tried to contact them,but just the bot answered me, is that because today is sunday ?
That is not the case. You will have to keep trying to message them.
ok i will try , it´s very hard :Pleading:
one real agent has answered me , he need some info ,but i can´t answer on his message, how can i send him directly the infos?
Why are you not able to answer on his message?
there is no option
what should i do?