Terms of Account and Password Recovery Service
Account Password Recovery Service Terms
Updated: [ 2025-05-28 ]
1. Introduction
Before using the account password recovery service ("this Service"), please carefully read and understand these Account Password Recovery Service Terms ("these Terms"). By using this Service, you acknowledge that you have read and accepted these Terms. These Terms form part of, and are incorporated into, the
WeChat Terms of Service ("WeChat Terms") applicable to WeChat users or the Agreement on Software License and Service of Tencent Weixin ("Weixin Terms") applicable to Weixin users, as the case may be. The terms "we" or "us" as used in these Terms shall have the same meaning as ascribed to them in the WeChat Terms or the Weixin Terms, whichever applies.
If you are a minor, please review these Terms with your parent or legal guardian, paying special attention to the provisions regarding minors. Prior to your use of this Service, your parent or legal guardian must consent to these Terms.
2. Account and Password Recovery Procedure
2.1 You may use the account password recovery system ("the System") to recover your account password under the following circumstances:
(1) The mobile phone number originally bound to your account has been reclaimed or reassigned to another user by the relevant mobile network operator; or
(2) A third party has gained unauthorized access to or used your login password or SMS verification code.
2.2 Access the System and provide the requisite information, which may include but is not limited to: WeChat ID/Weixin ID of the account to be recovered, previously bound mobile number/QQ number, personal identification information (e.g., full name, ID number), contact mobile number/friend verification details, the actual information required will depend on the verification method you use and the information you provide during the process. We will collect and process the information you voluntarily provide during recovery for identity verification purposes. If the information provided contains personal data of any third party, you must confirm you have obtained proper consent/authorization from the individual(s) concerned. We shall not be liable for any consequences arising from your failure to obtain such consent/authorization. For security purposes and to prevent fraudulent recovery attempts, we will record your login IP address. If during the recovery process you have provided data relating to both WeChat and Weixin user(s), WeChat and Weixin may share your login IP address and the contact numbers provided with each other only to the extent necessary for identity verification and communicating the results of the account password recovery. Such data sharing is necessary for the provision of this Service delivery and your personal data will be processed and protected in accordance with the WeChat Privacy Policy for WeChat users or the Weixin Privacy Protection Guidelines for Weixin users, respectively.
2.3 After the System accepts your request, it will automatically compare the information you submitted with the information stored in the System, and determine whether to approve your request based on the comparison results.
2.4 In case of any disputes arising out of or in connection with this Service, we reserve the right to decide, at our sole discretion, whether to conduct a manual review of your account password recovery request. Subject to applicable laws, we may require you to provide proof of account registration and usage, including but not limited to identity verification and other supporting documents provided by you or your friends. Failure to provide such proof shall be deemed as a withdrawal of your account password recovery request.
2.5 After submitting your account password recovery request, the System will generate a ticket number consisting of a series of digits. Please store this ticket number securely, as it will be required to check the progress and results of your request.
2.6 Generally, after accepting an account password recovery request, the System will notify you of the processing result within 24 hours. However, we reserve the right to extend the review period in cases involving disputes or other relevant circumstances relating to such requests.
2.7 We will notify you of the result of your account password recovery request via SMS or other modes of communication which we deem appropriate. However, due to factors such as network delays, mobile operator service quality, or your location, there may be delays or failures in receiving the result. In such cases, you may log in to our designated website using your ticket number to check the result.
2.8 We do not guarantee that you will successfully recover your account password through this Service. If your account password recovery attempt is successful, you may reset your account details and password by following the instructions provided, and restore your contacts. If the recovery attempt is unsuccessful, you may submit another request with more substantive supporting evidence.
2.9 Upon successfully recovering your account password, please remember your account credentials and take necessary measures (including the use of antivirus or malware detection software) to protect your device. Keep your account password confidential and do not disclose it to any third party.
3. Important Notes on Using This Service
3.1 You declare and warrant that all information provided by you in the course of using this Service is true, complete, accurate, up-to-date, lawful, and valid. This information is crucial for recovering your account password through this Service. To the fullest extent permitted by applicable law, you shall be liable for all consequences or losses resulting from providing misleading, incomplete, or false information, or disclosing account registration details to any third party. Such consequences may include, but are not limited to, failure to recover the account, loss of tangible and intangible property, in-app purchases and other account-related value-added services, as well as unauthorized access to or loss of account data.
3.2 You understand and agree that the System may process any user's request to recover any account and associated password. To protect your account, you must take necessary and effective measures and prevent others from obtaining your account information.
3.3 You understand and agree that you may only use this Service to recover accounts that you have registered with us and have the right to use. You must not use this Service to recover accounts belonging to other users.
3.4 You are prohibited from using this Service for accounts that: (a) have been deleted; (b) have been restricted, suspended, or terminated by us due to administrative, judicial, or investigative proceedings, litigation, or other disputes; or (c) have been suspended, or terminated for violations of applicable laws, these Terms, or other relevant terms (including but not limited to the WeChat Terms or Weixin Terms, where applicable). We shall have sole discretion in determining whether to process any account password recovery request.
4. Limitation of Liability and Disclaimer
4.1 To enhance user experience and improve service quality, we reserve the right to modify this Service and any of its features or rules as necessary. Your use of this Service shall be subject to the features and rules prevailing at the time of such use.
4.2 If you have violated or are suspected of violating applicable laws and regulations, these Terms, or other relevant terms (including but not limited to the WeChat Terms or Weixin Terms, where applicable), we reserve the right to independently assess the situation and restrict your access to or terminate this Service at any time. You shall be solely and fully liable for any losses or third-party claims (including but not limited to failed account password recovery requests, loss of user data, or loss of property) arising directly or indirectly from such violation or suspected violation.
5. Miscellaneous
5.1 By using this Service, you are deemed to have read and agreed to be bound by these Terms. We reserve the right to amend these Terms from time to time. If you continue to use this Service after any such amendments, you are deemed to have accepted the revised version of these Terms.
5.2 These Terms form part of, and are incorporated into, the WeChat Terms (for WeChat users) or the Weixin Terms (for Weixin users), as the case may be. By agreeing to these Terms, you also agree to be bound by the WeChat Terms or Weixin Terms, whichever applies to you.
5.3 The provisions regarding applicable law and dispute resolution under the WeChat Terms or Weixin Terms (as applicable) shall apply to these Terms mutatis mutandis, with necessary modifications.
5.4 If any provision of these Terms is held to be invalid, void, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect, without being impaired, invalidated, or affected in any way.
5.5 If you have any questions or feedback regarding this Service, please contact us through the following channels:
· WeChat users: visit the WeChat Help Center to find a solution.If your issue remains unresolved or you wish to provide suggestions or feedback for WeChat, please contact us here.
· Weixin user: visit Tencent Customer Service -Weixin Section or call our customer service hotline 0755-83765566.
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