Genshin Impact Starts Over on a New Device? Check Your Login and Server

Seeing the opening sequence on a new phone or PC does not prove your old progress was deleted. First check the login method and server. Keep the device that still has your progress signed in, if available, and note its Genshin UID before changing anything.

1. Use the original login method

Signing in with Google or Apple is different from typing the same email address into the email-and-password fields, unless those sign-ins were linked to the same HoYoverse account. Apple ID and Game Center are also separate methods.

Return to the login screen on the new device and choose the method you used for your existing game. A familiar email address alone is not enough to identify the right account.

If your original sign-in option is unavailable on the new platform, use the device with your progress to open Settings → Account → User Center. Check its linked credentials. If needed, follow the email-linking prompts and set a password, then use those credentials on the new device. Do this from the account with your established progress, not the new opening-sequence account.

2. Select the server that holds your progress

On the new phone or PC, check the server on the login screen before entering the game. Choose your original server, even if another one is closer to where you now live. For a PlayStation save, the PSN account’s region determines its server.

Progress on different servers cannot be combined, and server transfers are not supported. Selecting the original server is how you return to that progress; selecting a new one does not move it.

3. If you originally started on PlayStation

PS4 can no longer log in to Genshin following the April 8, 2026 shutdown. Use PS5 for the console steps below. If you only have PS4, try any HoYoverse email already linked to your save; if none is linked or you cannot access it, contact HoYoverse Support for account recovery.

1. On PS5, open Genshin using the PSN account that holds your existing progress.
2. Go to Settings → Account → User Center. If an email is already linked, use that email and its HoYoverse password on mobile or PC. Use password recovery if necessary.
3. If no email is linked, follow the linking prompts and set a password. This flow needs an email not already associated with another HoYoverse account; it does not merge two existing accounts.
4. Sign in on the new device with the linked credentials, select the matching server and compare the Genshin UID with your original one.

If the original progress still does not appear

Send HoYoverse Support your original UID if known, expected server, old and new platforms, login method and the UID currently shown. Do not include passwords or verification codes. If you cannot access the original account, ask for account recovery rather than creating more accounts.

Do not unlink PSN as a trial fix. HoYoverse limits PSN unlinking to once, so an incorrect link needs a carefully identified recovery path, not repeated experiments.