Problems Logging in to my Hearthstone Account on a Mobile Device
Common Problems
- I played Hearthstone on mobile for a while and I lost access. I don't have a Battle.net account
- Error: "Source account missing" when I add my Battle.net email
- Error: "We found an existing game on your account, please contact customer support to complete this connection"
I never linked a Battle.net account
When you first install Hearthstone on a mobile device, you can choose to log in with a Battle.net account, or play as a guest. If you choose to play as a guest, you can always link to a Battle.net account later.
We strongly recommend that you always link your mobile Hearthstone account to a Battle.net account. If you play as guest, your game progress is saved in your mobile device an you do not benefit of Cross-Progression. If you switch devices or you launch the game on desktop, you won't see progress done on your original device. In addition, if you reset your mobile device, your game progress may be forever lost unless your device supports cloud save and you have it enabled.
I lost my guest account
If you lost your Hearthstone account access and you never linked to Battle.net account, Customer Support may be able to help, without any guarantees. Please provide the below information and contact us:
- BattleTag
- First and last name of the account holder
- Any email addresses that may have been used on the account
- Phone numbers associated with the account
- Order numbers for purchases done on the Battle.net Shop
Note: Blizzard employees will never ask you for the password of your account. Do not provide passwords when creating tickets for your security.
I linked a Battle.net account
If you linked your Hearthstone account to a Battle.net account, your Battle.net email and password are your login credentials:
- If you forgot your Battle.net credentials, see how to recover your login information.
- If you are trying to log in using third party credentials like (Facebook, Google, Apple ID, etc.), you will need to first log in with those accounts successfully before you can use your Battle.net email login.
- If you are on an Android device, make sure Chrome is your default browser
If the problem continues, you may be experiencing a technical issue. Please check our Hearthstone Connection Issues on Mobile Devices article.