My entire collection was deleted!

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!

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? 

Hi, wrong server maybe?

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

Yes, I only have one active account. 

Is that different than region?

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

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

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. 

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.

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

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.

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.  

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. 

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