If you have noticed that a good number of your important items are missing, characters are deleted, and your rupees are gone you may have been the victim of a hacked account.
Please note that restoring a hacked account is a long and laborious process. Due to this we can only restore your account ONCE. Any future account restoration will be refused. Hacked cases will take more time so please be patient. Sending multiple emails to customer support will only make researching these cases longer, and will lengthen the time of your case resolution, basically the more emails we have to go through for information, the more time it will take to return your items.
All of the items lost may not be recovered, rest assured that we will restore as many items as we can but cannot guarantee that all items will be restored. Note that all cash shop items will be restored.
In the case of pets, a tamed pet card will be placed in its stead.
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I’ve been hacked, what do I do?
If you feel you’ve been the victim of a hack, you will want to change your password as soon as possible.
Please note that we will not attempt to recover your account unless you have regained control.
You can change your password using the link below:
Password Change Website
If you are unable to gain access to your account, please submit an incident to the Rappelz customer support to have your email address changed.
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I've seen my items on another player, he's hacked me!!!
This may not be true, but please refrain from hacked account accusations of other players. These players may have purchased these items from the account hacker, or the items you've seen may not be the stolen items.
There are only a select number of items in the game, so the chances of someone having the same stats and rankings as your item is possible (even duplicate pet names are possible). Please leave the account actions and accusations to the Gala-net staff.
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How did I get hacked?
Always remember, Gala-net Game Masters will NEVER ask for your password or items. The GMs have access to your account on the back end and therefore do not need access to your password. We do not need to “check items” from any character. If there are certain items on characters that are specifically needed for testing, we have back end access to them. Also note that the Gala-net account database cannot be maliciously accessed and has several security measures to insure its integrity. This means that your account is safe on our end and through all official Rappelz channels. If anything should happen, all Rappelz users will be notified.
Common account acquisition methods
There are a few ways that we have encountered on how people gain access to your account information:
- • “Free Rupee” or “Free Stamina Saver” websites.
These websites may look like gPotato websites but pay close attention to the web address you are viewing, always make sure that the address is a gpotato.com web address. Please note that we will never issue free rupees, and if we give items they will be part of a promotion and will be readily available from the official twitter and Rappelz website.
• Promise of exploits or free items.
Stay away from websites that promise of “find out the password of any Rappelz account” or “use this link to add rupees to your Rappelz character”. Any of these promises will typically include a step of entering your log in name and password. This will allow them to log in to your account.
• Keyloggers or malware.
Keyloggers will install themselves from browsing malicious websites or installing pirated or unreliable software. Once this software has been installed, it will record your keystrokes and can be used to obtain account information and passwords.
• Guild members or other Rappelz players.
Many times have we seen accounts that were used in hacking cases that were “borrowed” from another player. Please do not give out your account information to anyone, this is considered account sharing and may result in a permanent ban.
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What information do you need?
When researching the hacked account, we will typically need the following information:
- - Account Name
- Server
- Time of Incident
- Are there any other accounts that you log in on? Note that any accounts found on your IP address will be considered for involvement in the hacked case.
- Description - Please give us a brief description of the issue ie - When was the last time you had these items? When did you first noticed the items were missing? Please attach any screen shots that you have of the incident.
- Items - Please give us a list of approximately 10 items that you would like us to try to recover. We will recover as many items as we can, but please give us a list of the 10 most important items that you need. If a list is not given properly, it will be up to our discretion as to which items are recovered.
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What you will want to do is stop the hack from escalating.
Rappelz has a security password system that is separate from your normal gPotato account password. The security password will need to be entered every time you access the warehouse or want to delete a character. Use of this system is highly recommended as it can stop a potential hacker!
Never share your ID and password with anyone! Sharing your account information can lead to theft. If you share your account information and your items/account is stolen then it is your fault and your items will not be reimbursed! Take responsibility for your account.
Use a unique ID and password for your account. The people who are looking to steal your account know that many people use the same ID and password for many sites. Administrators of some forums and websites will take the ID/Password you use on their site and try to use it in-game to steal your items/account.
Always scan any file you download with some type of anti-virus and anti-spyware scanner. The people who try to steal items/accounts try to distribute programs that will record you typing your ID/Password. Most of the time these type of programs can be found by anti-virus and anti-spyware programs.
Never accept files or email attachments from people you do not know.
Never use the Remote Assistance feature in Windows. This will give someone else access to your computer and will compromise the security of your computer and your account.
Do not visit Rupee selling sites. Not only is it against our Terms of Service to use such a site, many of these sites operate by stealing players accounts.
Once again, the Gala-Net staff will NEVER ask for your password.
