My entire collection was deleted!

  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 7 months ago

    Hi,

    Need some S.O.S help here. 

    I had to delete and reinstall the HS app on my Mac. After forever, it finally installed itself. I logged in to my account and found out that the game decided that I am a new player with an empty collection that needs to start over. 

    In the beginning, I thought it was a region thing, so I switch regions. It didn't help.

    What do I do? How can bring back my cards, achievements, dust, and gold?  

    Thank you for your help!

    Legends never die,
    They become a part of you.

    0
  • FrostyFeet's Avatar Senior Moderator Derpcorn 2110 1418 Posts Joined 10/20/2018
    Posted 1 year, 7 months ago

    Now that's some proper Blizzard bugging. Couple of questions:

    • Did you have to play through the new player introduction matches i.e. does the game really think you're a brand new player?
    • And of course the classic: have you tried logging out (of entire bnet) and back in?

    In any case, if the cards just don't appear back, you should contact Blizzard Support.

    2
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    Yes, the game thinks I am a new player, I also lost all my friends list.

    I tried logging out and log in, it didn’t work. 

    any thoughts? 

    Legends never die,
    They become a part of you.

    0
  • FrostyFeet's Avatar Senior Moderator Derpcorn 2110 1418 Posts Joined 10/20/2018
    Posted 1 year, 6 months ago

    This is the best help article I could find. It gives not-that-many new suggestions, so if you don't want to try reinstalling, you probably should try to contact Blizzard.

    0
  • sinti's Avatar Global Moderator Chocolate Cake 2050 2654 Posts Joined 10/20/2018
    Posted 1 year, 6 months ago

    Are you 100% sure you logged in with your correct account? Happened to me once that i logged in with a different email after i had it on auto-login for some time and reinstalled the client and didnt realize it was where i had my other "dummy" acc :D

    ~ Have an idea? Found a bug? Let us know! ~
    ~ Join us on Discord ~

    1
  • agentmcr's Avatar 495 39 Posts Joined 06/12/2019
    Posted 1 year, 6 months ago

    Hi, wrong server maybe?

    It is by will alone I set my mind in motion.

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  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    Thank you, I will take a look and send Blizzard a note. 

    Legends never die,
    They become a part of you.

    0
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    Yes, I only have one active account. 

    Legends never die,
    They become a part of you.

    0
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    Is that different than region?

    Legends never die,
    They become a part of you.

    0
  • agentmcr's Avatar 495 39 Posts Joined 06/12/2019
    Posted 1 year, 6 months ago

    I meant region....I had the same thing once, because it logged on to NA after reinstall instead of EU

    It is by will alone I set my mind in motion.

    0
  • sinti's Avatar Global Moderator Chocolate Cake 2050 2654 Posts Joined 10/20/2018
    Posted 1 year, 6 months ago
    Quote From Zebulun

    Is that different than region?

    Yes, account is tied to your email address you log into the bnet client, but on one account, you can play on 3 different regions (US, EU, Asia).

    You change the region via the "globe" icon.

    So maybe you have the wrong region selected, when you start the game.

    ~ Have an idea? Found a bug? Let us know! ~
    ~ Join us on Discord ~

    3
  • Live4vrRdieTryn's Avatar 485 866 Posts Joined 07/14/2019
    Posted 1 year, 6 months ago

    I've had that happen a few times. It's kind of janky sometimes but after diminishing panics after each times it happens,  I always get back : D

    HS Needs Mirror Mode: Make Any Deck, 50% You Play it Versus Itself or Play Someone Else's Vs Theirs.

    Please Help Support This Obvious and Needed Idea. Stop Playing With 1% of your Collection.

    0
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    The conclusion of the matter:

    After multiple tries to install and reinstall, and after not getting any response from Blizzard, I have installed the app on the mobile and all was there. Wiered. 

    Legends never die,
    They become a part of you.

    0
  • TriMay's Avatar 430 128 Posts Joined 01/15/2020
    Posted 1 year, 6 months ago

    Quick Question (and I don't know if the game still lets you do this)

    Are you actually logged into your blizzard account on mobile?

    I vaguely remember for some reason the game lets you play on mobile with an "anonymous account" where basically if you tell the game that you don't want to sign into an account right now, the game will silently give you a sorta limited guest account tied to your specific phone (or perhaps your google account or apple id)

    This causes confusion where you think you're logged into your blizzard account but you're not, and there's no way to log into this anonymous account outside of the phone because there is no email or password assigned to it, just something your phone remembers for you.

    I don't know if they now require a blizzard account or if they still let you do this and that's what's happening.

    0
  • Sykomyke's Avatar Grand Crusader 780 984 Posts Joined 05/30/2019
    Posted 1 year, 6 months ago
    Quote From TriMay

    Quick Question (and I don't know if the game still lets you do this)

    Are you actually logged into your blizzard account on mobile?

    I vaguely remember for some reason the game lets you play on mobile with an "anonymous account" where basically if you tell the game that you don't want to sign into an account right now, the game will silently give you a sorta limited guest account tied to your specific phone (or perhaps your google account or apple id)

    This causes confusion where you think you're logged into your blizzard account but you're not, and there's no way to log into this anonymous account outside of the phone because there is no email or password assigned to it, just something your phone remembers for you.

    I don't know if they now require a blizzard account or if they still let you do this and that's what's happening.

    Takeaway from this:  Tie your account to an actual blizzard account if you are a mobile player and are using this method.  You don't want to drop your phone off a boat and then be forced to rebuild your collection because you were too lazy to make a bnet account

    <Your Ad Here>

    2
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago

    The problem was never my phone app, but my computer. When I log in through my phone, all is there. It is when I try to log in through my computer that it is all gone. But never mind, I just play with my phone now.

    Legends never die,
    They become a part of you.

    0
  • Sykomyke's Avatar Grand Crusader 780 984 Posts Joined 05/30/2019
    Posted 1 year, 6 months ago
    Quote From Zebulun

    The problem was never my phone app, but my computer. When I log in through my phone, all is there. It is when I try to log in through my computer that it is all gone. But never mind, I just play with my phone now.

    You're missing the point.  As others stated, you are using a pseudo account on mobile.  It's better to figure out how to convert that into a real bnet account if possible.  Otherwise at some point your collection WILL go missing permanently because you have to switch to a new phone.  

    <Your Ad Here>

    0
  • Zebulun's Avatar 250 80 Posts Joined 05/29/2019
    Posted 1 year, 6 months ago
    Quote From Sykomyke
    Quote From Zebulun

    The problem was never my phone app, but my computer. When I log in through my phone, all is there. It is when I try to log in through my computer that it is all gone. But never mind, I just play with my phone now.

    You're missing the point.  As others stated, you are using a pseudo account on mobile.  It's better to figure out how to convert that into a real bnet account if possible.  Otherwise at some point your collection WILL go missing permanently because you have to switch to a new phone.  

    Does it make a difference that both my iPhone and mac are new? I am failing to see why the phone login kept it all and the computer login didn't, no matter what I tried to do. 

    I will try to reconnect with Blizzard again. 

    Legends never die,
    They become a part of you.

    0
  • TriMay's Avatar 430 128 Posts Joined 01/15/2020
    Posted 1 year, 6 months ago
    Quote From Zebulun
    Quote From Sykomyke
    Quote From Zebulun

    The problem was never my phone app, but my computer. When I log in through my phone, all is there. It is when I try to log in through my computer that it is all gone. But never mind, I just play with my phone now.

    You're missing the point.  As others stated, you are using a pseudo account on mobile.  It's better to figure out how to convert that into a real bnet account if possible.  Otherwise at some point your collection WILL go missing permanently because you have to switch to a new phone.  

    Does it make a difference that both my iPhone and mac are new? I am failing to see why the phone login kept it all and the computer login didn't, no matter what I tried to do. 

    I will try to reconnect with Blizzard again. 

    The important question is do you have an email and password to log into your account on your phone?

    If you do, then make sure the region is set the same on both your phone and your computer, and that it is for sure the same email

    If you do not have a password to sign into Hearthstone on your phone, then it is highly likely that your "account" is the type of account I've been talking about, where the phone just silently creates a guest account for you that only that phone knows how to sign into, meaning your collection would be stuck on that phone until you create a full account from that

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