Account Access Lost — Email login removed, only +86 phone option visible. Need urgent account recovery for [Masked]

Developer Support Kimi K2
1

Hi Kimi/Moonshot support team,

I am writing to report a critical account access issue that has left me unable to reach my account and all associated chat history.

Account Details

  • Registered email: [Masked]

  • Display name: lp liew

  • Original login method: Email verification code (not Google sign-in)

Problem Description
For the past several days, I have been completely unable to log into my Kimi K2 account. The login page now only shows the +86 phone number option — the email login option I originally used has disappeared entirely.

I have tried:

  • Multiple browsers (Chrome, Firefox, Safari)

  • Incognito/private mode

  • Clearing all cache and cookies

  • Both kimi.moonshot.cn and platform.kimi.ai

  • Emailed [email protected] — no response received

Critical Concern: Chat History
My account contains irreplaceable chat history and work that I urgently need to recover. I am concerned that if I attempt “Sign in with Google” using the same Gmail address ([email protected]), Kimi may treat it as a separate credential (Email Binding vs. Google Account Binding), creating a new empty account and permanently severing access to my original data.

Request

  1. Please restore email login access for my account, OR

  2. Migrate my existing email-bound account ([Masked]) to Google sign-in without data loss, OR

  3. Provide any alternative login link that will route me to my original account

I would greatly appreciate a direct response or DM with next steps. I am happy to verify my identity via any method required.

Thank you for your urgent attention to this matter.

-– lp liew ([Masked])

2

Hi,

Thanks for the detailed report. Quick note first: we’ve masked the email address in your post to protect your privacy.

Since you mentioned chat history, it sounds like you’re using Kimi Chat rather than our platform services. For non-China accounts, Kimi Chat is served at kimi.ai — platform.kimi.ai is a separate service (our platform console), and its login page doesn’t carry the same sign-in options as the chat product. Your chat account and its history live at kimi.ai, so please try signing in there using the same method you originally registered with.

3

Hi,- This must be a server side issue, it is very unnerving and disappointing, in the middle of a project, lost connection and then access, now unable to log in , desktop login prompt only set to Chinese QR and +86 for Chinese phone number users. When will this be fixed, is there a service ticket in action, what is the progress?