If you have have forgotten your account credentials or have lost access to your login method for various reasons (deleted social media account, changed phones) it is possible to recover through contacting our support service, bear in mind that you will need to provide specific information for us to be able to find your account and identify you as the owner.

Necessary data

When opening a ticket requesting for an account recovery make sure to specify:

Issue details
1. Describe the account access problem in detail

Account information
2. Character’s first and last name in-game (e.g., John Miller)
3. Server and region (e.g., Lomita US)
4. Country and city where the account was created or usually accessed

Verification details
5. Provide screenshots of in-game purchases showing a valid Transaction ID / Order ID. For instructions:
https://chillbase.helpshift.com/hc/en/3-onestate/faq/33-how-do-i-get-a-receipt-from-google-play-apple-or-xsolla/
6. Client ID and Device ID from the game settings → Advanced, if you have access to the account
7. Device model used during account registration and your current device model
8. Current OR previous login method linked to this account (email, username, platform)

New login information
9. New email address for replacement or linking. It must NOT be linked to any other OneState account

Bear in mind that the support agent might request for more information in order to verify the ownership of the account.