Mobile login issue

Technical Support
1

i’ve just downloaded hearthstone on my phone and it asked me to login/create a battle.tag. i first tried to login to my battle.net account and then it brought up the “hearthstone” in yellow and then it asked for the same information so i created a battle.tag as the same as my current battle.tag, so i’m now logged in as the same battle.tag “jittah” but it has no progress. when i try to “switch accounts” it will bring up the same yellow “hearthstone” after i login but it will be logged into the no progress account. on my PC i’ve logged in and out so the username and password are accurate. is there anyway to fix this?

Change description

2

If it asks you to create a new BattleTag, that means it is a new Blizzard account.

If it starts from the tutorial, that means it is a new Card Collection and progress. Card Collection and progress is not shared across Regions (Americas, Europe, or Asia).

Check that you are using the same Region. On PC / Mac it is above the Play button on the Blizzard launcher app. On Mobile it is on the top right of the login screen.

If it is the same Region on both PC and Mobile, the go to the friends list on both platforms. Note your full BattleTag (name and #number) at the top of the friends list.

If they are the same for PC and Mobile then that is good it is the same card collection and progress.

If the BattleTags are different, then that means you are using different Blizzard accounts (email address). Even one letter difference means different accounts.

Could you take a screenshot of this “yellow” Hearthstone? You can upload the screenshot to an image sharing site, such a imgur.com and post the link in this thread. Surround external web links with the Preformatted text </> option button.

3

it has the same battletag name but a different number and it didn’t require me to use an email address. i was trying to login with my battle.net account that i’m posting with here.

here is the screen i get when i login, followed by it not actually logging me in

https://www.google.com/imgres?imgurl=https%3A%2F%2Fi.redd.it%2Fzyoa7ytmag811.jpg&imgrefurl=https%3A%2F%2Fwww.reddit.com%2Fr%2Fhearthstonecirclejerk%2Fcomments%2F8wqhw0%2Fthe_hearthstone_login_screen_says_hearthstone%2F&docid=YkndC1LSOLrUKM&tbnid=NTqV4YBDeAdZnM%3A&vet=10ahUKEwiP2sTG477kAhXOmOAKHXxmCrgQMwhFKAAwAA..i&w=1280&h=720&bih=657&biw=1280&q=hearthstone%20login%20screen&ved=0ahUKEwiP2sTG477kAhXOmOAKHXxmCrgQMwhFKAAwAA&iact=mrc&uact=8

4

It had to have been logged in with some account if it asked to create a new BattleTag. Possible a different Google or Amazon account?

Different BattleTags (name and #number) mean different Blizzard account. Full BattleTags are unique like email addresses.

You will need to Contact Support (button link) through the Support link at the top of this webpage for further assistance. They should be able to tell you the other account.

5

Deleted cache and logged back in. This post can be moved to resolved