Heroes of the Storm Progress, Skins, Mounts, or Heroes Missing

Updated: 1 month ago
Article ID: 108976
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Common Problems

  • Error: "Your selected skin has not been earned"
  • My game progress disappeared, my friend list is wiped out
  • Missing purchased mounts, Golden Nexus, Leoric's Phantom, maybe others
  • I'm missing some heroes like Tracer and some portraits like Space Lord Leoric
  • Some skins have disappeared from my collection: Murky Sir Murkalot, Zeratul Ancient Unraveler, etc

If you are missing progress and collectibles, the most likely reason is that you are logged in to the wrong Battle.net Account or play region. Exit the game and the Battle.net App. Log in again and make sure you enter the correct email address. Make sure you launch the game on the region you typically play.