Your favourites is empty
0
Your cart is empty

Vmate – FAQ about Genshin Impact

1. How do I purchase a Genshin Impact account on Vmate?

  • Browse the catalog of available accounts.
  • Select an account that matches your preferences (Adventure Rank, characters, weapons, etc.).
  • Proceed to checkout and complete payment using one of the supported methods.
  • Once payment is confirmed, your order will be processed and credentials prepared for delivery.

2. How will I receive my account?

  • By default, account credentials (login + password) are sent directly to the e-mail address you provide at checkout.
  • In certain cases, if e-mail delivery fails or requires manual handling, our support team in Discord may provide the credentials directly and securely.
  • Delivery is considered completed once valid credentials have been transmitted.

3. Do I need to provide proof after receiving my account?

  • Yes. Buyers are required to record a continuous video of their first login to the account.
  • This video serves as proof that the account was delivered valid and accessible at the time of purchase
  • Without this evidence, refund or replacement requests cannot be processed.

4. What should I do if I cannot log into my account?

  • Immediately record a video of the failed login attempt.
  • Contact our support team within 24 hours of purchase via:
  • - Discord Support (fastest response),
  • - E-mail support (address listed at the bottom of the site).
  • Our team will review the case and, if the account was invalid at delivery, provide a replacement or refund in line with our Cancellations & Returns Policy.

5. What happens if I lose my account later?

  • After successful delivery, the Buyer is fully responsible for safeguarding the account (e.g., password changes, device security, compliance with publisher rules).
  • Vmate is not responsible for account losses caused by:
  • - password changes by the Buyer,
  • - negligence in securing the account,
  • - violations of HoYoverse/miHoYo Terms of Service,
  • - bans, suspensions, or publisher policy enforcement.

6. How safe is it to buy from Vmate?

  • Vmate is an independent reseller and not affiliated with HoYoverse/miHoYo.
  • Every account undergoes rigorous pre-sale verification (credentials, server/region, advertised characters/items).
  • Accounts are delivered securely either via e-mail or directly by our Discord support team if necessary.
  • While we implement strong verification, future access cannot be guaranteed once the account is under the Buyer’s control.

7. How do I contact support?

  • Discord Support: Our official support channel, recommended for urgent cases.
  • E-mail: Contact address is listed at the bottom of our website.
  • Contact Form: Available on our site for inquiries or requests.
  • Support operates 24/7 for initial delivery and dispute-related inquiries.

Can I get a refund?

  • Refunds are not generally offered, as accounts are digital goods
  • Exceptions are made if:
  • - The account was invalid or inaccessible at delivery (video proof required),
  • - Duplicate accidental payments occurred,
  • - Extraordinary circumstances required under consumer protection laws.
  • All other sales are final.

9. Can I resell or trade the account after purchase?

  • Once delivered, the account is under your control.
  • However, resale or trading may violate publisher policies (HoYoverse/miHoYo).
  • Vmate bears no responsibility for any suspension, ban, or restriction that results from resale or misuse.