Account theft case ignored by support – need escalation / manual review
Hi there. I need escalation help — this case has been ignored for months.
The PUBGMobile.live recovery community refused to submit my request after one rejection, and PUBG Mobile Support keeps replying with the same copy-pasted message every time. My in-game recovery tool claims get rejected instantly, even though the evidence I’ve provided is rock solid.
I’ve already sent detailed purchase receipts, full device info (IMEI/serial), accurate login history with timestamps, regions, and even IPs for each login. None of it has been reviewed. If anyone actually compared my information with the data of the person currently using the account, it would be obvious that everything — device, region, flag, linked accounts, and activity pattern — changed completely after the theft.
The issue isn’t a lack of proof, it’s that no one is actually checking the logs. The system just auto-rejects legitimate claims and sends the same template reply over and over.
I’ve also contacted Tencent’s compliance email, but so far there’s no response. At this point, it’s clear this needs to be escalated internally. I’m requesting that the account be temporarily frozen until ownership verification is properly reviewed.
If any moderator or staff member with escalation access can forward this to the Tencent or account management team, I’d appreciate it. The current recovery process feels broken — it’s locking out legitimate owners while protecting stolen accounts.
Thanks for taking the time to read this — I’m not looking for sympathy, just an actual review instead of automated rejections.
Solution:Jump to solution
Each player can only submit an appeal via the Google form once, you will not be able to submit another claim if you have already submitted one.
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....
5 Replies
the same situation bro @.Nadïa.🌴 @S1lent
Solution
Each player can only submit an appeal via the Google form once, you will not be able to submit another claim if you have already submitted one.
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.
I’ve already contacted in-game customer service several times, but it’s basically the same as email support. They keep sending identical template replies almost instantly after I submit, without actually reviewing my case.
The in-game claim tool also rejects my requests unusually fast — around two days — while for most people it takes a week or more to get a proper review. That’s why I’m sure they aren’t actually checking the data I submitted.
I’m just trying to get someone to actually look into the case properly, not just copy-paste responses.
There is nothing much that we can do to help you with this, you will have to keep trying to contact the in-game customer service.
quick question. when will the security risk restrictions on my account be lifted? in the emails i got they mentioned “we cannot immediatly lift the security risk state and you will have to try for recovery later” are they reffering to the 7 days limit or something else? it’s been almost 3 months since the incident happened.