Seeing the opening scene again usually means you should check both the login method and the game server before concluding your old progress is gone. Start on the original device if you still have access: record your UID and server, then check which HoYoverse account or third-party login is linked. Do not create or unlink accounts in a hurry.
Seeing the opening scene again usually means you should check both the login method and the game server before concluding your old progress is gone. Start on the original device if you still have access: record your UID and server, then check which HoYoverse account or third-party login is linked. Do not create or unlink accounts in a hurry.
Genshin Impact supports cross-save across PC, mobile, PlayStation and Xbox, subject to the correct account and platform linking. Progress on separate servers is not merged.
1. Identify the original account
On the device that still shows your characters, note the in-game UID and server. Open Settings → Account → User Center and inspect the linked login methods. If you need an email and password for another device, follow the User Center prompts to link credentials to that existing account.
A Google sign-in and an email sign-in using the same address are not automatically the same login. Apple ID and Game Center are also distinct methods. Use the method actually linked to your old progress; do not share passwords or verification codes with anyone offering account recovery.
2. Check the server on the new device
Sign in with the same linked account and select the server used by the original character where the game allows server selection. Compare the UID after entering. The same HoYoverse account can contain different game UIDs, so an unfamiliar UID is a useful clue that you are looking at a different game profile or server.
PlayStation determines its server from the PlayStation Network account’s region. Review the official PlayStation cross-save notice before linking; the sign-in and linking conditions can differ from PC or mobile. On Xbox, choose the option to sign in to an existing HoYoverse account when linking an eligible Microsoft account.
If Xbox accidentally created a new account, HoYoverse’s documented sequence is: on Xbox link that new account to an email unused by another HoYoverse account; sign in with that email on the official account website and unlink Microsoft under Associated Accounts; relaunch Xbox and choose the existing-account login for your original credentials. Check the official instructions and contact support if anything differs or unlinking fails. (source)
3. If a new profile has already appeared
Stop and verify the original server and login method first. Server progress, characters and purchases cannot be transferred or merged between servers. A newly created profile on the wrong server does not by itself establish that the old one was deleted.
If a console account is linked to the wrong HoYoverse account, read the current platform-specific help before unlinking. HoYoverse says Microsoft self-unlinking is limited, so do not use it as a blind troubleshooting step. If you cannot identify the original login or resolve a binding, contact official support with your old UID, server and a description of the issue.
Sources: HoYoverse: progress appears reset, cross-platform synchronization, server transfer, Xbox linking.