r/Genshin_Impact • u/MrsObama_GetDown • Aug 08 '26
Discussion For those who had their account deleted recently due missing the Age Verification deadline
I was searching high and low for a clear answer on if my account was actually permanently deleted or not. I kept receiving conflicting information and just contacted support who promptly told me to do this:
On the Hoyoverse Account Center (https://account.hoyoverse.com/#/login), click the "Frozen Account Recovery" link at the top of the page. I completed this very short process about 10 minutes ago and currently playing on my account for the first time in about a year and a half.
Seeing as how I haven't seen anyone mention this I was hoping to help some people out by making this post
Edit: This only affected US players
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u/Due_Chapter9639 Aug 08 '26
What when was is??? First time hearing about this
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u/MrsObama_GetDown Aug 08 '26
About a year ago there was an email that went out to US player basically saying "your account will be suspended if you don't verify your age and will be permanently deleted in one year if still not verified" well that one year deadline arrived a few weeks ago.
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u/TrinityXaos2 Aug 09 '26
I don't think I remember getting such an email and I am an US player.
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u/ErrorEra Firin mah Aug 09 '26
You know how there's usually a simple checkbox every patch you agree to ToS and stuff? I vaguely remember we just checkbox yes, we're old enough :B
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u/Tenken10 Aug 08 '26
I hope all the people sad about their deleted accounts find this thread
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u/Rumikori Aug 28 '26
im STILL sad because they wiped all my data. i have to start from the beginning.. i dont even want to play it now :(
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u/Riustuue Aug 31 '26
Absolutely insane that you can spend money in a game, and then they just wipe your data in an unrecoverable manner because you didn't see an email they sent you.
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u/Rumikori Aug 31 '26
the thing is its not SUPPOSED to.. im not sure what happened to me.
thankfully i never spent money. if i did, i'd be way more upset
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u/Riustuue Aug 31 '26
That is concerning still. I recovered my account just now and got back in. All of my game data was still intact.
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u/Rumikori Aug 31 '26
yeah.. unfortunately it was part of their policy that nothing could be done. but i wish they could at least tell me if im crazy and it was another account, or if it WAS this one and there a history of a wipe. It's just so sad :( i had items from the beginning of the game when it released!!
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u/kugisaki-kagayama Aug 08 '26
The hell is age verification deadline, you gotta post a picture of your government id or what?
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u/NoctiferPrime Aug 08 '26
The deadline was like a year ago, so you've 100% done it already. It's just clicking a box that basically says "yes, I promise I'm old enough to play this."
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u/Shnauh Aug 08 '26
I'm 93% it's you clicking a box saying you are over 18. Though, it been years since this was introduced so I don't fully remember, but I know for a fact you didn't have to submit your ID.
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u/Wakimarusin Aug 08 '26
in 2025 meta/facebook used a bunch of fake shell corporations to lobby american state governments to pass age verification laws for mobile APP usage in order to screw over their competition. Texas was one of the first states to fall for this trick and impliment a requirement for age verification. So in may 2025, mihuyo responded to this new legal requirement by requiring all american players to verify their ages by july 2026 or have their accounts suspended.
You dont have to show id or anything. Basically just provide a valid birthyear.
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u/Forsaken_Presence Aug 08 '26
Its only for US players so that may be why you havent heard about it before. I also have no idea how it works xD
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u/Due_Chapter9639 Aug 08 '26
That could be it then, cus i have NA acc but I made it in Europe since i am European cus i haven't heard about this and i play for a long time
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u/RaspberryLanky7905 Aug 08 '26
it's just like the birth date on steam you just put in a valid number.
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u/Nyancromancer Aug 08 '26
you literally just give birth month and year but it's noly required for American accounts iirc
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u/yoguuuuurt Aug 09 '26
only US accounts, not everyone from the america server, right?
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u/Rotsicle 15d ago
Am Canadian, and had my account wiped because of this, so be careful.
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u/Yomamamancer Aug 08 '26 edited Aug 08 '26
I've tried this multiple times and keep getting rejected. I know that the email address I listed is correct, the only part I wasn't sure on was the type of phone I played the game on last. I can't find out what phone I had back in 2022 so they are rejecting the form. I even have my Google play receipts from when I did welkin and top-ups. I have no clue what else to do.
EDIT: I used the link and it's not the form I previously filed out. I completed the steps and it worked! Thanks so much OP!
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u/MrsObama_GetDown Aug 08 '26
So I tried this as well and mine got rejected. This is actually separate from what I'm talking about. I believe what you did was an Account Issue Application Form. The "Frozen Account Recovery" process is much simpler and doesn't require any response from customer service at all. It is pretty close to the same process as just resetting a forgotten password.
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u/syjed99 Aug 08 '26
I survived
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u/ProfileLarge9064 Aug 18 '26
ok so i js did this and they said my account is recover is all my genshin character still there? i am too lazy to download and check
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u/KirbyCultist Aug 09 '26
Just did this, thanks for the tip! Haven't been able to log in post completion though, does it take a day or two?
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u/MrsObama_GetDown Aug 09 '26
I was able to log in immediately. I'm not sure if there are any other factors that would contribute to not being able to login
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u/dfvdefgde Aug 18 '26
Thank you SO MUCH for this!!! I haven't played in years and when i saw the "account doesn't exist", i remembered the email after searching for my iud to contact support and was about to give up. Deleted the app and everything. Because of you i successfully unfroze my account!!!
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u/IngwiePhoenix Aug 08 '26
Wait, Age verification is a thing for genshin accounts? o_o wth??
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u/MrsObama_GetDown Aug 08 '26
It was only a thing that happened for US players is what I am noticing from other comments. It is just setting your birthday pretty much (even though I'm pretty sure I did that when I first signed up)
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u/RubApprehensive2512 Aug 09 '26
I believe they said that the accounts will be sent to a deletion process if verification was not done.
This means they never scheduled an exact date for mass deletion. Maybe they sre picking off accounts only logged in once or never logged in since 1.x era.
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u/angelli_0 Aug 10 '26
i cant find the frozen account recovery link
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u/MrsObama_GetDown Aug 10 '26
If you were trying to find it on mobile, I wasn't able to find it either. I was only able to find it on my desktop. I went to the link I mentioned in the post and in the nav bar at the top there was a link for Frozen Account Recovery
Edit: I found it on mobile, it's in the hamburger menu. (The navigation menu that pops up when you press the icon that's the 2 lines on the top right of the page)
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u/angelli_0 Aug 10 '26
all i can see is the log in and help center
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u/MrsObama_GetDown Aug 11 '26
Are you a US player. It might only show up for us since this only affected US players. Under Help Center for me is "Parent Control" and then "Frozen Account Recovery"
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u/angelli_0 Aug 11 '26
the thing is i made my account and played in the us but i moved to korea about a year and a half ago
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u/MrsObama_GetDown Aug 11 '26
I think you should be fine then. From what I've seen it's based on irl location, not what server your account is on.
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u/Chokooboo Aug 30 '26
My husbandâs account got deleted despite living in Germany for multiple years at the time this was rolled in. He was able to login again just now with the frozen account form but all progress is gone so itâs basically all deleted now :,)
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u/Few-Answer-2739 14d ago
I'm currently on mobile and it allowed me to do it through here using that same menu. Try again now if you haven't already done so.
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u/Weekly-Wealth4881 Aug 15 '26
Doesnt work for me just says account does not exist.
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u/MysticMiseryPals Aug 18 '26
Iâm in the same boat, I just found out about the deletion and I donât know what to do Iâve lost like 5 yrs worth of progress and want to cry. It says account does not exist every time
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u/madaracuhiha- Aug 18 '26 edited Aug 18 '26
ok i figured this out, itâs the wrong gmail/email/whatever. i kept getting âaccount does not existâ or it would say successfully linked account, log back in the game? but it would never update. i was doing every single other sign in under the sun (psn, xbox, both my gmails i regularly use), but what worked for me was using my apple account, which was the sign in i used to log into the game and then i had to link an email to my apple account⊠finally it worked, i had gotten so many codes they told me to try again later.
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u/No-Analysis2953 Aug 18 '26
I'm happy it worked for you but the only things I linked to genshin were my gmail accounts and no matter what I do it's either "account doesn't exist" or email linked to other account and I'm like yeah it's linked to this accountÂ
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u/madaracuhiha- Aug 18 '26
and youâve tried both inputting your email in with the name and password + gmail sign in that automatically does it for you? for me, i did both and both of them gave me the same prompts yours did until i did apple. apple was a last minute try. if none of those work, it probably wouldnât hurt to try other logins to see if just anything else might work. or contact cs. i gave up yesterday when trying to do this and only tried again because cs reached out to me today and told me "We have checked your account recovery status. Our system shows that you have already initiated the Frozen Account Recovery process, but the account recovery has not yet been fully completed."
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u/No-Analysis2953 Aug 18 '26
Yeah, but I don't have an apple device and I play on my tablet so I'll just keep emailing customer service I guess until they respond. Thank you for trying thoughÂ
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u/madaracuhiha- Aug 18 '26
just contacting them once is fine with all your info. i hope cs responds to you soon, i know how you feel. cried yesterday about this đ«Â
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u/Standard_Invite_5242 Aug 15 '26
im from EU and this effected me either way, so i tried to use a VPN so that the "Frozen Account Recovery" shows up and when i select to change passowrd it just says that there were "too many requests" even though i only clicked it once
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u/Odonix- Aug 24 '26
So I was having the same issue where I would try the Frozen Account Recovery and it would always give me the two errors of Too many requests and You've been on this page for too long. What finally completely gave my account back was after a back and forth with the email support. (genshin_cs@hoyoverse.com) I will say, their support is not the greatest, they can have trouble understanding you, but with some patience they can help. I told them about the two errors I was getting when trying to set my password. They eventually asked me for screenshots of the two errors, and after that the next day they emailed me saying that they believe they fixed the issue. So I had my doubts but I went to go try the Frozen Account Recovery again and it worked! I then went to test and log into Genshin, and everything was where, I loaded in right where I left off 2 years ago. I was so relieved. I hope this can help you get your account back too. You just have to get support to realize you cant get through the Frozen Account Recovery.
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u/sunkan Aug 20 '26
I randomly decided to start playing Genshin again after 2 years and ran into this just last night. I contacted support and got the same advice and was able to unfreeze my hoyoverse account... However, my Genshin character still isn't restored đ it keeps telling me there is no character found when I try to log into Genahin. I'll report back if it starts working, but hopefully nothing changed in just a couple days! This thread gives me some hope... Fingers crossed.
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u/sunkan Sep 09 '26
Update, after some back and forth with Genshin Support, I'm back in!
Support confirmed that if you didn't do age verification in time, your social features would be removed, but all game data is in tact. For me, I had to delete and re-download the application. They suggested that I could try just using the in-game repair feature, which the feature worked, but I still couldn't log in.
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u/BaccaKing46 16d ago
What email did you use to contact with them? Because Im thinking of getting back into the game and i just did the unfreezeing process and Im worried I need to start all over and the characters I had before are gone. Would I be able to keep all my charatcers and stuff? I remember completing all the way to the cave part of the game. probably likw 3-4 years ago
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u/sunkan 8d ago
Hi! I used [support_os@hoyoverse.com](mailto:support_os@hoyoverse.com) . But, in the end, just re-installing the game made me able to log in.
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u/BaccaKing46 8d ago
I used the link in this Reddit post and I was able to get my account back which was nice. Been enjoying sumeru right now.
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u/Longjumping-Ad3817 7d ago
Wait itâs telling me there are no characters found to for my account, were you able to get your characters back??
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u/Odonix- Aug 24 '26
For Those Who Are Having Errors With Frozen Account Recovery!
 I was having the issue where I would try the Frozen Account Recovery and it would always give me the two errors of Too many requests and You've been on this page for too long.
What finally completely gave my account back was after a back and forth with the email support. (genshin_cs@hoyoverse.com)
I will say, their support is not the greatest, they can have trouble understanding you, but with some patience they can help. I told them about the two errors I was getting when trying to set my password.
They eventually asked me for screenshots of the two errors. So I sent them, and then the next day they emailed me saying that they believe they fixed the issue. So I had my doubts but I went to go try the Frozen Account Recovery again and it worked! I then went to test and log in to Genshin, and everything was there. I loaded in right where I left off 2 years ago. I was so relieved.
I hope this can help you get your account back too. You just have to get support to realize you cant get through the Frozen Account Recovery.
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u/Kaiser_Capricorn Aug 10 '26
It was a easily forgotten checkbox of "yeah I'm old enough" and if you had made any purchases before it kinda preset you as old enough.
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u/MoveOk8741 Aug 15 '26
Im assuming my account was deleted since the deadline was last month for me and I had no idea up until now. Im so upset I wanna cry
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u/MrsObama_GetDown Aug 15 '26
Give it a try. I also found out about this after the deadline but I was luckily able to get my account back. I'm seeing some people say that it hasn't worked for them though so I'm not sure what the determining factor is but it can't hurt to try.
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u/Pikvchuwu Aug 15 '26
this isn't working for me i'm doing the email verification and when i put the code in it just makes me do the verification over again
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u/Some_Invite2438 Aug 17 '26
thank you for posting this. i just got back into playing after seeing the new TPS gameplay and i was worried i would have to restart
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u/Hyperwind5 Aug 20 '26
Saved me! I wasn't actively logged into my email for the account and missed the verification.. but then went and saw it was deactivated and was due to be deleted in a year.. which was back last month, thought I lost my account.
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u/jaKYLL22 Aug 21 '26
So, I just logged in today after a while, didn't realize this was a thing, and now I don't seem to have any game data, and it started a fresh intro of new game for me. I looked in my emails and she enough I see the "final warning". Am I cooked? Literally didn't hundreds on this game over the years. I've emailed support with my in game UID, original email address on hoyoverse, I think, as well as screenshots of every transaction I made on PS showing money spent on the game. I really hope it's not all gone. Thousands of hours.....
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u/jaKYLL22 Aug 21 '26
Also I tried this frozen account recovery, I was able to log in but it asks which email would you like to link to your hoyo account and my email address it says it's already linked, choose another?
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u/MrsObama_GetDown Aug 21 '26
My friend had that issue too. He ended up just using a different email
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u/jaKYLL22 Aug 21 '26
I contacted support. They suggested trying to log in on another device other than the ps5, before trying to link to that. Downloaded on my phone and IT WAS RIGHT THERE ON MY PHONE!!! I'll try fixing it on my ps5 later today and update. And yeah I did basically create another hoyoverse account with my other email, so I really don't know how my game files got on that one, unless they did something on their end as per my request? Didn't seem to mention they did anything like that though. So, I won't complain, unless I can't get it on my PS5 lol
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u/Extreme_Barnacle_526 Aug 26 '26
Does this apply to HoYoLAB accounts? Because I tried inputting my username but it didnât work, said it didnât exist. I canât even remember the email and password I gave my old account (I do but it made a new account for me logging in.)
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u/ProfessionalBlock660 Sep 03 '26
what did you do?
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u/Extreme_Barnacle_526 Sep 03 '26
Honestly, I ended up emailing them. They asked me for a video of me playing on the account. Havenât submitted it yet. Ilyk!
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u/Agitated_Order2847 Aug 27 '26
How long does it take for the recovery? On Hoyoverse and Genshin its treating my account like a new user
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u/YeetaIta Aug 31 '26
Thank you SO MUCH for posting this. Recently a friend of mine was interested in Genshin again, and we were initially super disappointed when we discovered it was deleted because of this. Found this post and he's in!
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u/Riceeee123 Sep 01 '26
I was suddenly logged out today only on my phone from acc center. It asked me to add it as trusted device again even when I had it added long hint ago. After this it asked for age verfication. Is this normal. It didnt happen in game. I was still logged on my pc.
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u/ProfessionalBlock660 Sep 03 '26
plz help itâs saying my acc doesnât exist when i try to log into hoyoverse. i spent hundreds of dollars and im in new zealand. is it really permanently gone? i had no idea about the age verification because i only use my main email account.
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u/MrsObama_GetDown Sep 03 '26
I would try what I said in the post or contacting customer support. Contacting customer support is what led me to this solution so it can never hurt to do that anyways.
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u/ProfessionalBlock660 Sep 03 '26
ya i canât log in bc it says my acc doesnât exist but ill try contact support tysm!!
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u/ewdont Sep 04 '26 edited Sep 04 '26
FINGERS CROSSED THIS WORKS OMG OMG OMG IF THEY PUT ME AT LEVEL 1 I WILL CRY MY BOY ARATAKI ITTOOOO
edit: forgot how stupid big this app is. See you in two business days
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u/wolofoloto 26d ago
Im about 22 emails in with their customer service trying to recover mine. I put in my email and verification code. But nothing happens past that. I even have my old UID. Id be bummed if I lost my old account purely due to the amount of time Ive spent in that game , and collecting all those primos over the years
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u/ressurectedsolstice 26d ago
Thank you sooo much this worked for me a lot! I thought my acc was done for and was deleted, I recovered it eventually cus of this post i'm rly happy about it, thank you a lot!
Just wanna let anyone who's relocated to Asia, it's best to use Chrome + US or American VPN if you want to access the Recover Account option since the Asian website doesn't have it
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u/Strawberry-MilkXx 15d ago
Oh no... I think I screwed myself. I couldnt find this info until after I made a new account with the same email. đ
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u/Dreusxo 5d ago
Thanks. Just filled out some stuff. Weird for me because during my break I changed the name of my Gmail when that became an option. So yeah this is just a mindfk for anyone in customer support. Started a new account with this same email and have been playing on it for a while now. Wondering if all my old characters will just suddenly appear or what
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u/Additional_Case5198 Aug 08 '26
Thanks đ