Common problem

Top FAQs

1. What to do if I forget my account password
2. What to do if my account has been linked to a phone number/email address/third-party account
3. Account change request (applicable if your phone number or email address is no longer in use)
4. How to log in to an account
5. I can't receive the verification code sent to my phone number/email address linked with my account

• What to do if I forget my account

1. Generally, an account is registered with a phone number or email address.

   a. You can touch Forgot password? on the login screen and try entering an account you may have registered.

   b. If the "Account information does not exist." message is displayed, the account you have entered has not been registered. If the specified account exists, follow the onscreen instructions to reset the password.

2. If you still can't find your account, try logging in with a third-party account (WeChat, QQ, or Weibo) for further verification.

• What to do if I forget my account password

1. If the phone number or email address linked to your account is still in use:

   1) Go to Reset password to reset your password.

   2) Alternatively, you can reset the password on your phone:

   a. If the device is not logged in to your account, go to the account login screen, and touch Forgot password?.

   b. If the device is logged in to your account, go to Account center > Account and security > Security center > Forgot password?.

2. If the phone number or email address linked to your account is no longer in use:

   You will have to submit an account change request in order to link a new phone number or email address, then reset the password.

1. Link a phone number or email address.

   Go to Account center > Account and security > Phone/Email and follow the onscreen instructions to complete the task.

2. Link the security phone number or email address.

   Go to Account center > Account and security > Security phone number and email > Security phone number/Security email and follow the onscreen instructions to complete the task.

3. Link a third-party account (WeChat, QQ, or Weibo).

   Go to Account center > Account and security > Third-party accounts > WeChat/QQ/Weibo and follow the onscreen instructions to complete the task.

• What to do if my account has been linked to a phone number/email address/third-party account

1. Use the phone number, email address, or third-party account (WeChat, QQ, or Weibo) to log in to the linked account.
2. Delete that account. Alternatively, unlink or change the phone number, email address, or third-party account.
   • To delete an account, go to Account center > Privacy center > Delete account. (Note that deleted accounts can't be recovered and deleting an account will also permanently delete all related data.)
   • To unlink or change the phone number, email address, or third-party account, go to Account center > Account and security > Phone/Email/Third-party accounts > Disassociate/Change.
3. Log in to your current account and link your phone number, email address, or third-party account with that account.

• How to unlink or change the phone number/email address, security phone number/email address, or third-party account linked with my account

1. Unlink or change the phone number or email address.

   Go to Account center > Account and security > Phone/Email > Disassociate/Change and follow the onscreen instructions to complete the task.

   Tips: You can only change the linked phone number for your account, but can't unlink it.

2. Unlink or change the security phone number or email address.

   Go to Account center > Account and security > Security phone number and email > Security phone number/Security email > Disassociate/Change and follow the onscreen instructions to complete the task.

   Tips: You can unlink the Security phone number only when the Security email has been linked. Otherwise, you can only change the Security phone number.

3. Unlink a third-party account (WeChat, QQ, or Weibo).

   Go to Account center > Account and security > Third-party accounts > WeChat/QQ/Weibo > Disassociate and follow the onscreen instructions to complete the task.

• Account change request (applicable if your phone number or email address is no longer in use)

If the linked phone number or email address is no longer in use, you will have to submit an Account change request in order to change them.

Note: The request success rate will be higher if you submit the request from your frequently used device or browser.

1. To submit an Account change request on your frequently used device, perform the following:

• If the device is logged in to your account, go to Account center > Account and security > Security center > Account change request > Start.
• If the device is not logged in to your account, go to the account login screen, and go to Report issues > Account change request > Start.

2. You can also submit a request on the browser that you frequently use by going to Account change request.

Tips:

1. Check the account change request number:

After you submit an account change request, a serial number will be automatically generated and sent to your new phone number or email address.

2. Check the account change request progress:

If the device is logged in to your account, go to Account center > Account and security > Security center > Account change request > Check status.

If the device is not logged in to your account, go to the account login screen, and go to Report issues > Account change request > Check status.

3. Account change request period:

Your account contains your private information. To protect your account security, we will put each account changing request under scrutiny to ensure their authentication. The result of whether your request is accepted will be sent to your phone via SMS or to your email address within 1 to 3 days, depending on the integrity and accuracy of your submitted information.

• How to freeze an account

On a device logged in to your account, go to Account center > Account and security > Security center > Freeze account > Freeze, and follow the onscreen instructions.

(If the account is not logged in, go to Report issues > Freeze account > Freeze instead.)

• How to unfreeze an account

On a device logged in to your account, go to Account center > Account and security > Security center > Freeze account > UNFREEZE, and follow the onscreen instructions.

(If the account is not logged in, go to Report issues > Freeze account > UNFREEZE instead.)

• How to register an account

Access the account login screen on your phone, touch Register, select the country/region for which the account is registered, and follow the onscreen instructions to complete the registration.

Note:

1. The country/region for which your account is registered does not allow modification. Please make sure that you have selected the correct value for Select country/region.
2. You can go to AppGallery > Me > Settings > Country/Region to change the service region.
3. If you use your email address to register an account, an activation letter will be sent to your email address. You need to click the URL in the activation letter to verify your registration within 3 days. Otherwise, you will need to initiate the registration again.
4. You will be able to gain access to Cloud, AppGallery, and other services after registering your account.

• How to delete/unregister an account

Tips: Once your account is deleted, you won't be able to use this account to access services (such as Cloud and AppGallery), third-party apps, or games. All your associated personal data, including but not limited to your personal information, uploaded files, transaction history, and virtual offerings (content, services, coupons/vouchers, and props), will be deleted and cannot be recovered. Exercise caution when deleting your account.

On a device logged in to your account, go to Account center > Privacy center > Delete account.

If the option to delete your account is not shown on your screen, go to Account center > Settings > Check for updates to update to the latest version.

• Manage devices logged in to the same account

Method 1:

Go to Account center > Devices, and select the device you want to delete. On the Device information screen, touch the three-dot menu in the upper right corner, and touch Delete. This will log out of your account on this device and cause the device to be removed from the list of trusted devices. (Note that the current device won't be logged out this way.)

Method 2:

After changing your password, the "Log out other devices" message will be displayed. Touching Yes will log out of your account from all the other devices or website browsers. You need to enter your new password to log in again.

• I can't receive the verification code sent to my phone number/email address linked with my account

1. The phone number or email address may be incorrect.

Verify that you have entered the correct phone number or email address.

2. The message may have been blocked by the carrier or email service provider.

You may have reported this type of notification messages or emails as junk information.

• SMS: Contact your carrier to stop such a type of information from being blocked.
• Email: Search for the verification email in the spam mailbox.

3. The verification message may have been blocked by your phone.

Check your SMS blocklist settings. Go to Messaging > Blocked, touch the three-dot menu, and see if the message is in the blocked message list.

4. You may have a poor network connection.

The verification message sent by the server may be delayed due to factors such as poor network signal reception or unavailability of the carrier's network. Please wait for a while, or obtain the verification code again after the penalty time elapses.

Tips: If you have reached the maximum number of verification code requests, try again 24 hours later.