1. If you suspect that your Battlestate Games account has been hacked, please contact the support service immediately. In such situations, we can freeze your account until the details of what happened are clarified.
Change your passwords and configure two-factor authorization (if not enabled) for the email linked to your account and your Battlestate Games account itself as soon as possible. You can change your Battlestate Games account password in your profile.
Additional security settings can be configured and enabled at this page in your profile.
2. Make sure that your email account settings are not set to forward messages to emails of malicious users. We also recommend checking your filter settings.
3. If access to both accounts (email/Battlestate Games) is already lost and you cannot log in to your accounts, first you need to contact support service by creating a new account or by writing to support@battlestategames.com to freeze your account until access to the email is restored.
4. Try to restore and secure your email through your email's support service by changing your password and setting up additional security settings, such as:
- two-factor authentication
- secret question
- Google Authenticator
Without access to your email, you cannot configure your Battlestate Games account settings.
If you’re unable to restore access to your email, you have to contact Escape from Tarkov Technical Support by creating a new account (if not created already) or writing to support@battlestategames.com. In the email, you must attach evidence of the inability to restore your email account from the website of the email provider or a screenshot of the reply on this issue from the email support service.
Further actions will be described in detail by a Technical Support agent.
To expedite the processing of your request, be prepared to provide information that proves your account ownership:
- Screenshots of purchase receipts from your payment system. The screenshot should show the interface of the payment system, all the data on the screenshot should be readable - Xsolla transaction numbers, total cost, and date of the payment.
- Initial account data specified during registration, such as login and attached email.
- History of changes to login and in-game nicknames.
- Your IP address (can be checked here).
5. If you successfully regained access to your email, you must request a password reset for your BSG account and try to log into your account.
If the password reset window says that your email was not found, you need to contact Escape from Tarkov Technical Support through our website by creating a new account (if not created already) or by writing to support@battlestategames.com. Attach a screenshot confirming that your email is not in our database (see below).
Also, be prepared to provide information that proves your account ownership, such as:
- Screenshots of purchase receipts from your payment system. The screenshot should show the interface of the payment system, all the data on the screenshot should be readable - Xsolla transaction numbers, total cost, and date of the payment.
- Initial account data specified during registration, such as login and attached email
- History of changes to login and in-game nicknames
- Your IP address (can be checked here).
6. After successfully solving the issue and logging into your account, we recommend setting up additional security settings:
- Backup e-mail
- Single-use codes
- Secret question
- Google Authenticator
Please note that account hacking in most cases begins with email hacking. We strongly recommend that you proactively enable and configure all possible protection methods provided by your email service.
Also, make sure to use non-repetitive, complex passwords for different resources, especially for the email and the Battlestate Games account.
