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Start with the exact error message and the sign-in method you used: a password login, Google sign-in, Apple ID, and Game Center are not interchangeable. The right fix depends on whether the problem is credentials, verification, a security check, your connection, or the platform. Work through the steps below in order; if you suspect someone else accessed your account or cannot recover it, contact HoYoverse through an official support channel.
1. Record the exact error message
Write down the wording before changing settings. HoYoverse gives different advice for rate limits, network-risk warnings, and identity checks. If an error code appears, include it too. The official login error guidance asks players to describe what they have already tried when contacting Customer Support.
2. Check your credentials and recover a forgotten password
Check for typos in the username or password, including accidental spaces and keyboard layout. If you do not remember the password, use HoYoverse’s recovery process rather than repeatedly guessing.
- Open the HoYoverse Account Center and select “Having problems?” followed by “Forgot password?”.
- Enter the registered email address or username and complete the email or SMS verification.
- Set a new password, then try signing in again with the account method you originally used.
See HoYoverse’s password-reset instructions. If you cannot complete verification or the reset does not restore access, use an official support option listed in the same guidance.
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3. Use the original sign-in method
Entering a Google email and choosing Google third-party sign-in are different actions unless both methods were linked to the same HoYoverse account. Apple ID is also distinct from Game Center. HoYoverse explains the platform-specific distinctions in its account linking and login guidance:
- Game Center-linked accounts are accessed on iOS.
- Apple-linked accounts can be accessed on iOS or through the Account Center.
- Google third-party-linked accounts can be accessed on Android or through the Account Center.
If you are unsure which method you used, try the original provider rather than creating or linking another account in a way that could lead you to a different profile.
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4. Pause after a rate-limit or security-risk message
For “Too many requests” or “Your account has encountered a security risk. Please try again later,” stop submitting login or recovery requests for a while. HoYoverse’s instruction is: “Please wait for a while before trying again.” Repeated attempts are not the recommended response to this message.
5. Change the connection for a network-risk warning
If the message says “Request failed. The current network environment is at risk,” HoYoverse recommends adjusting the network and retrying. Switch to another connection, such as mobile data instead of Wi-Fi, or try a different Wi-Fi network. This advice is for a network-risk message; it does not resolve a forgotten password or an account lock.
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6. Check email when asked to verify your identity
For “Potential risk detected. Please check your email and verify your identity,” check the email address registered to the account for HoYoverse’s verification message. Look in spam or junk folders as well. Complete the requested verification before trying to sign in again.
7. Troubleshoot a general connection or timeout error
If the game reports a connection or timeout problem without a more specific account or security message, test whether the connection is stable. HoYoverse recommends switching networks or restarting the router. If a code appears, follow the guidance for that code rather than treating every connection error alike.
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For PC error 6001
For PC error 6001, HoYoverse specifically recommends disabling a VPN or proxy and trying a wired connection. An Ethernet cable may help provide that wired connection, but it will not fix credential, verification, or account-access problems.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.8. Apply the fix for your platform
Mobile
Update Genshin Impact to the latest version available for your device, then try again.
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PC
Clear the launcher cache. If that does not resolve the problem, consider reinstalling the launcher as directed by HoYoverse’s login troubleshooting guidance.
PlayStation or Xbox
Check the official network-service status for PlayStation Network or Xbox Network if console sign-in is failing. A service issue can prevent sign-in even when your account details are correct; do not assume a provider is down without a current official status notice.
9. Check the server and account if progress appears missing
If you can enter the game but your characters or progress seem gone, first confirm that you are on the server where you played before. Also verify that you signed into the account linked to that progress. HoYoverse notes that on PlayStation the server is determined by the region of the PSN account; see its account and server guidance.
10. Escalate account locks, failed recovery, or suspected compromise
If the account appears locked or suspended, follow any on-screen recovery prompt. If you cannot regain access, or believe someone else has accessed the account, contact HoYoverse through in-game feedback or official customer service. Its account security notice warns players not to share passwords or verification codes. Never send those details to another player or an unofficial helper.
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11. Give support useful details
If the steps above do not work, send HoYoverse the exact error wording or code, your device and platform, the sign-in method you used, and the troubleshooting steps already completed. Use the support routes in the official login guidance or password recovery guidance. Do not include your password or verification code in a support request.
Quick Recap
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