General Questions
How long will it take to get my account?
• Almost 100% of the times you will get your item instantly via email.
• If not sent instantly, we will send it manually in 24 hours maximum.
• If it has been longer than 24-hours, please contact us using the chat function.
How do I log in to my Genshin Impact account?
1. Open the Genshin Impact game on your device.
2. If you are already logged in one account, click on the button in the bottom right corner of the loading screen and confirm the log out by pressing "Ok".
3. Enter the username and the password we sent you by email, then click "Start Game".
4. You are now logged in the new account!
Can I connect what I buy to my account?
• It's not possible to transfer Primogems from one Genshin Impact account to another.
• Primogems are a currency that is specific to each individual account, and cannot be transferred between accounts.
How can I link my account to my PS4/PS5?
1. If you are already logged in Genshin Impact from your PS4/PS5, first you will have to create a new PSN account.
2. Log in to the Hoyoverse website (https://account.hoyoverse.com/) with the username and password we sent you and link an email.
3. When you'll launch Genshin Impact in the new PSN account you will be able to log in with the email you've linked.
Are your accounts unlinked?
Our accounts are fully unlinked, no email or social is binded so you can get the full ownership of the product you purchased.
Common Errors
The tutorial started and the account is empty
That means you've selected the wrong server
"Too many requests, try again later"
You will need to wait 7 days before trying again. This is because you logged in from a new location/IP address. It's a new security feature from Hoyoverse to protect accounts from phishing and hackers. But don't worry, your account is still safe and secure.
Username / Password error
1. Don't mistake lowercase L for capital i.
2. If it is still incorrect, please contact us; we will log in to verify. All accounts are tested by us before they're sent.