KB Article: 12651
KB Category: [Account/Billing]
KB Sub-category: [ Compromised Account]

Response Policy

Unauthorized access refers to a third party (someone other than the actual account user) accessing an account without permission and / or using information somehow obtained from the user).

In any cases where your registered information was altered due to Unauthorized Access, please contact PlayOnline Information Center for further assistance. Upon verifying the account holders identity, we will reissue your password. After your situation has been assessed, we may remove any disciplinary measures that occurred during the period the account was compromised.

If you discover that the game data was altered due to unauthorized access, it may be possible to restore the game data to the state it was in before it was altered through unauthorized access. However, we cannot specify exactly which point of time the data may be returned. We also cannot return the data to a time frame designated by the user. There may be cases where, due to certain circumstances, the backup data isn't available and game data recovery is not possible. Additionally, Game data recovery can only be requested once per customer. (Multiple accounts can be dealt with on a single recovery request). If it is discovered that you have made a false game data recovery request, action will be taken according to the PlayOnline User Agreement.

For more information, please visit the special website for more about Information regarding unauthorized access.
Official FINAL FANTASY XI website>[Rules & Policies]>[Unauthorized Access]
URL http://www.playonline.com/ff11eu/rule/uacs01.html

Reasons

Unauthorized access to a PlayOnline account is not only against the PlayOnline Member Agreement, but also a criminal act in violation of the law. If we discover any evidence of unauthorized access through our own internal investigation, we will attempt to restore access and restore the game data on the account to the state it was in before it was altered through unauthorized access. These processes were created to assist customers who have lost access to an account and / or have had the game data on an account altered to a point where they can no longer enjoy the game play.

As set out in Article 5 of User Responsibilities of the PlayOnline User Agreement, management and security of one's PlayOnline ID and password is solely the responsibility of the user. Please be keep both your POLID and password secure.

For more information about Preventative Measures Against Unauthorized Access, please refer to [Q12787]