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Tips for account-stolen help

Last Updated: Aug 27, 2013 07:41PM PDT
  1. Searching and killing virus immediately or change a safe computer (it is necessary), then log in the customer service center to change your password.
  2. Do not submit junk information and false material, trying to cheat or create the false situation of account stolen, we will analyze the stolen account by multiple technical messages, not only with game action, but also other ways. If someone submits false material, we would seal off all the accounts related.
  3. Check whether the E-mail address you filled is available after filling in the stolen information; we will contact you after finishing checking. Generally, we would not recover the account, if the player submits the information after 15 days because he can not contact us or he can not be online.
  4. If the items have been destroyed, disassembled or transferred repeatedly during the period of investigation. Generally we would not recover them. But do not worry, we will try our best to investigate to decrease the players' lose.
  5. Please fill in the information by yourself, and don’t submit it for others. It is helpful to recover your account by filling in personal information and detailed information of stolen items.
  6. We promise to make great effort to protect the users’ rights, especially those disastrous stolen ones. Maybe we can not recover all your items and equipment, but we will try our best to reduce your lose.
  7. If the player submits his problem in 24 hours after his account is stolen, we should deal with it in 5 workdays, and if he submits after 24 hours, we should deal with it in 7 workdays.
  8. If the player has not submitted his problem in 10 days after his account is stolen, we will not deal with it in principle. We will provide two stolen account tracing service to every account every year.
  9. If we find that the stolen account has used plug-in or auxiliary items when we analyze the LOG data of it, we will no longer provide equipment finding service, meanwhile, we will warn again: downloading and installing plug-in will make your account stolen, which is a tough law, please keep far away from plug-in.
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