.png "How to Report a “Recovery Email Issue” to Garena & Recover a Hacked Free Fire Account")
Free Fire, published by Garena, is one of the largest battle-royale games worldwide.
Players spend years developing their accounts, earning skins, diamonds, characters, and exclusive items.
Most accounts are linked to external platforms such as Facebook, Google, VK, Apple, or Twitter.
To strengthen security, Garena also introduced a Recovery Email option, allowing the rightful owner to reclaim access if the primary login fails.
Because a Free Fire account often represents months or years of investment, any security breach can be devastating.
This makes understanding account-protection and reporting procedures extremely important.
Free Fire accounts often represent months or years of time, money, and emotional investment. Players accumulate levels, unique skins, characters, in-game purchases and tournament reputations that are difficult or impossible to replace. Because most Free Fire profiles are tied to external logins (Facebook, Google, VK, Apple, etc.) and can also be linked to a Recovery Email inside the game, attackers who gain control of a linked login can perform actions that permanently detach the original owner from their profile. When this happens, players may lose everything they built — and recovering that profile usually requires direct intervention from Garena. This guide explains the attack pattern we’ve seen repeatedly over the past year and gives a step-by-step method to report the issue and maximize the chance of recovery.
The attack pattern
In the last twelve months, the Free Fire community has faced a surge of account-takeover attacks.
While Garena’s own servers remain secure, hackers have been exploiting weakly protected linked accounts, such as Facebook or Google accounts without two-factor authentication.
The pattern has become disturbingly common.
Attackers first compromise the player’s linked login—sometimes by phishing for passwords, sometimes through leaked data from other sites, and sometimes by tricking players into installing unsafe apps.
Once the hacker gets into the victim’s Free Fire profile, they head directly to the in-game Account Settings.
From there, they change the Recovery Email associated with the account.
This is the key step that cuts the original owner off from the account, because any future recovery attempts will go to the hacker’s email.We already covered this issue in this detaild guide that actually how its working https://www.hlgamingofficial.com/2025/07/how-garenas-recovery-email-system-is.html.
After locking out the rightful owner, the attacker may use cheats or small exploits on that account.
This almost always triggers Garena’s automated anti-cheat detection, which bans the account for 7–15 days.
For the victim, this is a double blow: not only is their account compromised, but they also cannot log in to try to secure it while the ban is active.
Once the temporary ban expires, the hacker goes a step further.
They use the settings inside Free Fire to migrate the stolen profile to a fresh login under their own control—for example, a new Facebook or VK account they own.
When the victim later tries to log in using their original Facebook or Google account, they are greeted with an empty, brand-new Free Fire profile instead of their old one.
This exploit—combining recovery email changes with temporary bans and migration—has become one of the biggest security headaches for Free Fire players in the past year.
Recovering from this situation is not something a player can fix alone.
It requires Garena’s intervention.
Why only Garena can fix this
Because the attacker changes server-side ownership metadata (the recovery email and the associated external login for the profile), only Garena has the server logs and administrative tools to trace ownership changes and reverse migrations. External platforms (Facebook, Google) can only help with recovering their own accounts; they cannot restore in-game data that Garena manages. That means victims must file a formal support request with Garena, providing clear proof they are the rightful owner. The support review is the only legitimate path to a possible restoration.
Step-by-step: preparing before you submit a report
Before you open a ticket, collect everything that proves you owned the account. This includes screenshots that clearly show your UID and nickname when you were logged in, receipts for in-game purchases (top-up receipts, payment confirmations, or order IDs), old chat logs or screenshots with friends where your nickname/UID appears, and any emails or messages from Garena tied to that account. If you have a screenshot of your account settings, a recorded video of you playing, or an old upload showing the UID, include those as well. Organize files on your device so attachments are easy to upload. If you don’t have direct screenshots, gather secondary evidence (purchase bank records, app store receipts that show “Free Fire” purchases, or a screenshot of an old stream).If you do not have then also you can try.
Step-by-step: how to submit the report
Open Garena Support
Visit the official Garena Free Fire support portal:
https://ffsupport.garena.com/hc/en-us
This is the only secure and authorized platform for requesting account recovery.
It is strongly recommended to bookmark the page to prevent visiting fraudulent websites or phishing portals.
Sign In on the Portal
On the top-right corner of the page, click the “Sign In” button, which is typically highlighted in yellow or orange.
You will be redirected to the official sign-in page:
https://ffsupport.garena.com/hc/en-us/signin
Use the same external platform you originally linked to your Free Fire account — such as Facebook, Google, VK, or Apple ID — to log in.
This step is crucial because it ensures your support request is tied to your current login and allows Garena’s system to pre-fill important fields in the form.
Open a New Request
After you are successfully signed in, go to the top-right corner of the portal and click your profile nickname.
A dropdown menu will appear.
From this menu, select “Submit a Request.”
A new page will open containing the official Garena support form specifically designed to handle account-related concerns.
Choose the Request Type
In the “Request Type” field of the support form, select “Account Related Concern.”
Once you select it, the form will expand to show additional fields.
In the secondary dropdown, choose “Other Account Issues.”
Although Garena has published information about recovering accounts affected by a changed recovery email, the current support portal does not provide a dedicated “Recovery Email Issue” option.
Therefore, selecting “Other Account Issues” is the most accurate way to proceed.
Fill in Account Identifiers
The form may automatically populate the UID (User ID) and in-game nickname associated with your account.
If these fields are filled in, check them carefully for accuracy.
If they are not populated, you must manually enter your exact UID and nickname as they appeared in the game.
Providing precise identifiers is critical.
Garena uses this information to locate your account in their records and verify your ownership.
If you know the original email address that was linked to your account before it was compromised, include it in your description later.
If you do not know the email address that the attacker used to replace your recovery email, you can skip that part or simply note that it is unknown.
Accept privacy policy of Garena by clicking "Tick Mark" option.
Write a Detailed Description
In the “Description” field, you must give a clear, well-structured, and factual explanation of the situation.
This is one of the most important steps in the entire process.
Explain the sequence of events chronologically.
For example:
-
State that your account was linked to a specific login platform (e.g., Facebook or Google).
-
Describe when and how you first noticed that your account was compromised.
-
Mention that the attacker changed the recovery email in the settings.
-
Explain that later the attacker used a hack to trigger a temporary 15-day ban on your account.
-
State that after the ban period, the attacker migrated the account and now has access to it.
You should clearly state that you are the original owner of the account, that you have never used any form of cheats, and that you are seeking assistance to restore your account.
Provide the UID, nickname, and any other relevant identifying details.
Keep the explanation factual and avoid speculation or emotional language.
Attach Supporting Evidence
Wherever possible, include legitimate and verifiable evidence to strengthen your case.
Garena’s support team will rely heavily on these documents to confirm ownership.
Useful evidence includes:
-
Screenshots showing your UID and nickname from the time when you still had access to your account.
-
Screenshots of purchase receipts for diamonds or in-game items.
-
Official email confirmations from Garena connected to your account.
-
Screenshots of older login sessions that clearly display your ownership.
If you do not know or cannot access the new recovery email used by the attacker, simply note that in your report.
Avoid submitting false or altered evidence, as doing so can delay the process or result in your request being denied.
Submit and Monitor the Ticket
Once you have filled out all the necessary fields and attached your supporting evidence, click the “Submit” button to send your request.
You will receive a confirmation email along with a unique ticket number.
Keep this information in a safe place.
Regularly check the inbox of the email account you used to sign in to the support portal.
It is also advisable to monitor your spam or junk folders in case Garena’s responses are filtered there.
If Garena requests further details or additional proof, respond promptly and provide the requested information as clearly as possible.
Final Notes
This process is the official and most reliable way to seek recovery of a Free Fire account that has been compromised by a recovery email change.
By giving a detailed, chronological explanation and providing authentic evidence, you improve the chances of having your case resolved successfully.
While the situation can be frustrating, following these steps carefully ensures your request is processed efficiently by Garena’s support team.
Report description template (copy, paste, and replace placeholders)
Hello Garena Support Team, I am writing to request your urgent assistance in recovering my original Free Fire account, which has recently been compromised. I have been a long-time and dedicated player, and I wish to provide you with all the information I have so that you can verify my ownership and help restore access to my account. Account Information: My account UID is [REPLACE_WITH_YOUR_UID], and my in-game nickname is [REPLACE_WITH_YOUR_NICKNAME]. The account was originally linked to [Facebook / Google / VK / Apple / Twitter – choose one], which I have always used as my primary login. I first noticed that my account had been compromised on or around [REPLACE_WITH_DATE]. Detailed Description of the Incident: Some time ago, an unauthorized individual gained access to my linked login platform and was able to enter my Free Fire account. Once inside, they altered the recovery settings of my account, effectively locking me out of the recovery process. Later, I discovered that the account had been used in a manner that triggered a temporary suspension of approximately 7–15 days. I want to emphasize that I am not responsible for this behavior, as I never authorized anyone to use my account and I have never used cheats or unauthorized software myself. When I attempted to log in after the temporary suspension period ended, I found that my original login no longer connected to my established Free Fire account. Instead, it created a new, empty Free Fire profile. This made it clear that my original account had been migrated or otherwise taken over by the attacker during or after the suspension period. My Ownership and Compliance: I am the legitimate and long-time owner of this account. I have never shared my login credentials with anyone else, and I have always followed the rules set by Garena. I have not engaged in any activities that would violate your Terms of Service. Evidence and Documentation: To help verify my ownership of the account, I am attaching the following items to this request: - Screenshots that show my UID and in-game nickname taken when I still had access to the account. - Screenshots or receipts for previous diamond purchases or other in-game transactions made under my ownership. - Any other legitimate evidence that demonstrates my long-standing association with this account. I do not have information about the recovery email that the attacker added, as I was locked out of the account before I could see it. I am sharing all the information I have to support this recovery request. Request for Action: I kindly ask your team to investigate this case and assist in restoring my account. If you require further details or additional documentation, please let me know, and I will provide it promptly. I deeply value the time and effort you devote to helping players in such situations and I appreciate your attention to this case. Sincerely, [YOUR_FULL_NAME] [CONTACT_EMAIL_USED_FOR_THIS_REQUEST]
What Garena may ask for and how to respond
Garena support reviews each case and often requests additional verification. They may ask for clearer screenshots, purchase receipts with order IDs, or confirmation of recent in-game activity (dates of last matches, typical play times, guild/clan names). They may also request your nationality/region information to match server logs. Respond quickly with honest, unedited documents. If Garena asks you to perform an in-game action or provide a particular screenshot, follow instructions precisely; missing or incorrect files slow the process.
Evidence checklist
-
Screenshots showing UID & nickname — ideally taken while logged into the account at some earlier time. Crop but do not edit.
-
Top-up or purchase receipts — order IDs, payment provider confirmations, or screenshots from the payment app. These provide strong proof.
-
Old emails from Garena — registration confirmations or support replies tied to the account.
-
Video or stream clips where your UID appears.
-
Witness statements — teammates or guild officers who can confirm long-term activity (include links or screenshots of guild rosters showing your name).
-
Device and login history — list of devices you used and approximate last login dates. This helps Garena correlate server logs.
Attach as many valid items as you have; more evidence speeds verification.
Typical timeline & expectations
Processing time varies widely. For straightforward cases with strong evidence, Garena may reply within several days. Complex migrations that require forensic log review can take weeks. Do not assume no reply means refusal: support queues, holidays, and case complexity all affect timing. While waiting, do not share sensitive info publicly or with third parties claiming they can “fast-track” recovery; these are often scams.
If your appeal is denied — next steps
If Garena responds that there is insufficient evidence or denies the request, remain calm and ask exactly what additional proof would satisfy them. Sometimes a denial results from missing documents or ambiguous screenshots. Gather the requested items and reopen the ticket with the new materials. If you still receive no resolution, keep records of all communications and consider escalating politely via the same support portal or through any official regional social channels Garena provides. Avoid sharing account details with “helpers” outside official Garena support. If still your account is not recovered then you have one option "Know the details of that hacker" which is not recommended option its risky.
Prevention: Actionable advice
Prevention is far better than recovery. First, enable two-factor authentication (2FA) on all external accounts linked to Free Fire (Facebook, Google, Apple, etc.). Use authenticator apps where possible because email-based 2FA can be intercepted. Second, stop reusing passwords — use a password manager to create long, unique passwords for each service. Third, never install “mod” apps or offer your login details to third parties promising freebies; these are the most common vectors for takeover. Fourth, avoid clicking links in unsolicited messages that claim to be Garena or Free Fire support; always navigate directly to the official support portal. Fifth, keep copy of receipts and screenshots in a secure folder (cloud or local) so you have proof quickly if something happens. Finally, educate clanmates and friends: the more your community understands these tactics, the fewer successful takeovers occur.
Closing words
Losing a long-term account is crushing, and the Recovery Email exploit has hurt many players over the past year. The good news is that recovery is possible if you follow the correct procedure, provide clear evidence, and remain patient during the review process. Use this guide as your checklist: prepare proof before you submit, use the official Garena support portal, fill the form carefully, and respond promptly to follow-up requests. After resolution, double down on security to prevent a repeat. HL Gaming Official will continue to publish updates and templates to help the community navigate these incidents.
But once again let me clear this that if garena is not helping you then you have sadly no option except 1 that you get details of that hacker's account and you do same as he did. But this is not recommended by us we do not promote hacking or related actions.
Welcome to the discussion! We value thoughtful, respectful conversations. Feel free to share your insights or ask questions — your voice matters here.