Situation that we can assist with:
1.  Able to log in but the account was linked with a third-party social media/phone number/email

Situations that we are unable to assist with:
2.1 Game account is linked with only one social media and it has been hacked, need to contact the platform (All platforms mentioned at the bottom) to gain access.
2.2 Linked social media has been unlinked by hacker/third-party.
2.3 Game account has been banned.
2.4 Game version has been moved to another server/version.
2.5 Account hacked due to trading or information sharing.

Situations where players can self-help in-game:
3.1 How to unlink social media, please click on the link: How to unlink social media accounts?
3.2 How to change my phone number and email, please click on the link: How to change my linked Email/Mobile number?

1. Able to log in but the account was linked with a third-party social media/phone number/email
You can unlink your account through the in-game self-service tool or appeal through customer service. Self-service tool will provide the fastest results.

Ⅰ How-To access Self-service tool:
Settings > Basic > “help and support” in the left bottom corner >  [What should I do if my account has been hacked?] > [My game account has been maliciously linked to someone else’s social media platforms] > File Claim
Ⅱ Appeal through customer service (Settings - customer service - contact us)
Please prepare the information below to perform verification:
1)  Your hacked game account [game ID]
2)  Current social platform/email/mobile number that can be used to log in to the game
3)  Game account registration date (yyyy/mm/dd), or the link date of the current social platform/email/mobile number that can log in to the game. (yyyy/mm/dd) (choose one)
4)  Kindly tell which social media account/email/phone number you need to unlink.
5)  Kindly provide us with 2 proof of payments dated between 3 to 6 months ago. (The screenshot must be less than 20MB)

Social media platform includes: Email address/ Phone number/ Facebook/ Twitter/ Google Play Games/ Discord/ Apple ID/ Game Center(iOS)/ VK/ QQ/ WeChat


Kindly Reminder: For public policy matters, please send an email to policy@proximabeta.com