If someone else accessed your account:
Change your password immediately if you still have access
Contact support if you’re locked out or notice unauthorized activity
To contact support, tap the three-line menu at the top left corner of your screen, navigate to Settings, and scroll to the bottom to find Support Center. Describe your issue in the message box and send it.
Verify your identity by providing your Date of Birth, purchase receipts, alternate account usernames, and details about the device used to create the account.
Include:
Your username and email
What you suspect happened (e.g., stolen items, changed profile)
The last time you had full access
Your Date of Birth
Purchase receipts for in-app transactions
Alternate account usernames
Details about the device used to create the account
Our team can review logs, lock suspicious sessions, and restore access if the account is recoverable. In some cases, additional information may be requested to ensure account ownership. The recovery process may take up to 48 hours, and the support team will guide you through it. If your email and password were changed, the support team will guide you through a manual recovery process. Once ownership is confirmed, you will receive a temporary password to regain access.
Highrise does not refund, return, or compensate for items or gold lost due to unauthorized account access, phishing, or scams. This includes items transferred during unauthorized access or trades completed in-game. All trades are final, and the responsibility for account security lies with the account owner. If items were placed in a grab machine and not yet spun, you can retrieve them by visiting the room where the grab was deployed and clicking “Pick Up Furniture.” To protect your account from future hacking attempts, follow these best practices:
Use Strong Passwords: Create a unique password that combines letters, numbers, and special characters. Aim for at least 8 characters, including punctuation and random characters. Consider using a password manager and avoid reusing passwords from other platforms.
Enable Two-Factor Authentication (2FA): Secure your email and other linked accounts with 2FA. Use a secure email address that hasn’t been involved in data breaches. Check your email’s security using reputable tools.
Avoid Phishing Scams: Do not click on suspicious links or enter your account details on external websites. Be cautious of scams offering free items or gold, and avoid entering your credentials on unofficial websites.
Do Not Share Account Information: Never share your password or account access with others.
Be Cautious with Trades: Keep all trades within the official trading system and avoid transactions involving real money.
Note: Account recoveries must be initiated in-app from the same device you previously logged in from. We are unable to recover accounts via email requests. If you cannot access your original account, create a temporary account or use another existing account to contact support.