Frequently Asked Questions

How long does it take to deliver my login?

Most orders arrive within minutes. Every order arrives within 24 hours of payment. Login details are sent to the email address you entered at checkout.

It's been hours and I haven't received my account. Where is it?

You can check your order's status on the order page linked in your confirmation email.

• If it says Fulfilled, the account has been sent. Please check your spam or promotions folder first, that's where most "missing" deliveries turn up, because the delivery email comes from a different address than your order confirmation.
• If it says Unfulfilled, it's still in the queue. We value your business very much, and we ask that you be patient with our support while we process your order. Your order will be sent to your email within the promised time frame.

If it has been more than 24 hours and it isn't in spam, email help@genshinaccount.com with your order number and put Not received in the subject. You'll get an automatic reply straight away so you know it has landed, and a person will answer within 24 hours.

How do I know you are legit?

We have sold game accounts through various marketplaces for many years and have completed more than 350,000 orders here on our own independent marketplace, GenshinAccount.com, the OG of the gaming account industry. You can read customer reviews on Trustpilot, and there is a fuller answer on our page Is GenshinAccount safe and legit?

How about the return policy?

Because our products are digital goods delivered over the internet, they are treated as "used" once delivered, and purchases on genshinaccount.com are not refundable or exchangeable. What we do instead is fix problems: if an account doesn't match its listing or doesn't work, we correct it or replace it.

What if I still have a question?

Email help@genshinaccount.com.

Common problems and how to fix them

"Too many requests, try again later" or "Security risk" when logging in (Genshin, Star Rail, ZZZ)

This is HoYoverse's security system reacting to a login from a new device or location. It is not a problem with the account. Stop trying to log in, turn off any VPN, and wait several days (usually up to a week) before trying again. Every extra attempt in the meantime restarts the cooldown. If it still won't log in after a week, email help@genshinaccount.com with your order number and a screenshot.

Dragon Ball Legends says the account is "Already linked" or "Already being used"

Open the in-game menu (bottom right) and choose Resync Data. That fixes it almost every time. If it doesn't, wait a few hours, reinstall the game, choose Transfer Data on the title screen and log in again. This is a known Dragon Ball Legends error and does not mean anything is wrong with the account.

The tutorial started and the account is empty

You are almost certainly on the wrong server. Log out, pick the server named on your product (for example Asia, America, Europe, TW/HK/MO) and log in again. The account with your characters and resources is on that server. If it is still empty on the correct server, email help@genshinaccount.com with your order number and a screenshot of the server selection screen.

My card is being declined

Declines come from your bank, not from us, and we can't see the reason. What usually helps: make sure the name and billing address match what your bank has on file, check that the card allows online and international purchases, turn off any VPN, and wait about 30 minutes before trying again (rapid retries make banks add more blocks). If it still fails, a different card or PayPal is the fastest fix.