Claim Status & Customer Support
✅Answered
Hi guys,
I filed a claim for my hacked account some time ago, and the status showed “Claim Approved – Observation Period in Progress.” Shortly after the claim was approved, my account suddenly disappeared from search results. Whenever I searched for it, it showed “User does not exist.”
A few days later, I received an email stating that my claim had been verified, but the phone number/email I provided was already linked to another account, and I was asked to resubmit the claim.
At that point, I reached two possible conclusions:
1. PUBG removed the hacker’s access after my claim was approved and was waiting for me to provide a new phone number/email to restore my account.
2. The hacker noticed that the claim was successful and deleted my account.
I then submitted another claim using a different phone number/email to link the account, but that claim was unsuccessful. After attempting to submit a third claim, I concluded that the account may have already been deleted by the hacker.
My question to the PUBG Mobile team is:
Is it possible for a hacker to delete an account even after a claim has been successfully approved? If so, is there any chance—however small—of recovering my account?
The email advised me to contact customer support and provide all available evidence, which I am prepared to do. Can you guide me to receive the manual customer service in this situation?
Thank you for your time and assistance.
PS: I will attach other pictures in comments.
I filed a claim for my hacked account some time ago, and the status showed “Claim Approved – Observation Period in Progress.” Shortly after the claim was approved, my account suddenly disappeared from search results. Whenever I searched for it, it showed “User does not exist.”
A few days later, I received an email stating that my claim had been verified, but the phone number/email I provided was already linked to another account, and I was asked to resubmit the claim.
At that point, I reached two possible conclusions:
1. PUBG removed the hacker’s access after my claim was approved and was waiting for me to provide a new phone number/email to restore my account.
2. The hacker noticed that the claim was successful and deleted my account.
I then submitted another claim using a different phone number/email to link the account, but that claim was unsuccessful. After attempting to submit a third claim, I concluded that the account may have already been deleted by the hacker.
My question to the PUBG Mobile team is:
Is it possible for a hacker to delete an account even after a claim has been successfully approved? If so, is there any chance—however small—of recovering my account?
The email advised me to contact customer support and provide all available evidence, which I am prepared to do. Can you guide me to receive the manual customer service in this situation?
Thank you for your time and assistance.
PS: I will attach other pictures in comments.
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