Item and Account Recovery Policy
1. Players may request the recovery of characters and items lost due to system errors.
2. Recovery requests must be submitted within 2 days (48 hours) of the incident. Requests submitted after this period will not be considered.
3. Requested items must be associated with the account of the requesting player. Requests for other players' accounts will not be accepted.
4. The following information is required for efficient processing:
- Account information (excluding password).
- Timestamps related to the incident.
- Details of lost important items.
- Any altered stats.
- Any other relevant suspicions.
Requests lacking accurate or complete information will not be processed.
5. Recovery requests resulting from the use of accounts for real-money or item trading are not eligible for processing. Soha Game will provide user information to state authorities if requested during official investigations.
6. Requests to recover items lost due to violations of management policies or user error will not be accepted.
7. Item recovery will not be granted in the following cases:
- Item loss due to account hacking.
- Unclear or inaccurate recovery requests.
- Voluntary item discarding (dropping).
- Item sales to NPCs during gameplay.
- Item loss due to shared accounts.
- Losses resulting from user actions.
- Item loss during scheduled server maintenance.
- Losses due to user-side issues (internet connection problems, client errors, etc.).
8. Processing Time for Player Requests:
- Complaints must be submitted within 48 hours of the incident. Soha Game will not address complaints received after this period, and the customer assumes all risks.
- Requests and complaints will be processed in the order they are received. The Soha Game operations team commits to resolving requests within 72 hours of receipt. In special cases, the operations team will contact the customer directly regarding the resolution process.