Category

Details and Specifics

Recovery Support

Notes

Account 

Deleted accounts

X

• Accounts deleted after the 15-day wait period cannot be recovered since the personal information was also deleted

Character

Characters accidentally/mistakenly deleted

O

• Recovery is limited to twice a year per account 

• Character data is recovered to the same state as at the time of deletion   

• If the name of the character to be recovered already exists/is in use, the name of the deleted character will be arbitrarily changed before recovery  

• Recovery is not possible if there are insufficient character slots 

• Characters below level 10 cannot be recovered 

Mount

Account owned mounts (donkeys, horses, camels, wagons, ships, etc.)

O

• Recovery is limited to once a year per account 

• Recovery is possible for mounts sold to NPCs or Imperial Horse Delivery 

• All items and silver obtained from selling the mount will be withdrawn   

• Mounts lost from breeding, exchanging, or being sold on Horse Market cannot be recovered 

• Status of the recovered mount may differ from its status at the time it was sold 

Guild owned mounts (ships, elephants)

O

• Recovery is limited to once a year per account  

• Deleted/discarded mounts may be recoverable 

• Only the guild master can apply for recovery

Quest

Selected the wrong item after completing a quest

X

Event and Challenge

Selected the wrong optional/pick reward for an event or Challenge

X

Fairy

Fairy related changes (all changes to Fairies such as release, sprout, rebirth)  

Items used for Growth

X

Item

Items lost due to a character’s death (including character EXP)

X

Items mistakenly/accidently purchased from an NPC shop

O

• Recovery is limited to once a month per account 

• Items cannot have been opened/used/equipped 

•Mistakenly/accidently purchased items with randomly set prices (such as from the secret shop) are not eligible for recovery  

• Items purchased through the Central Market/Marketplace are not eligible for recovery  

Items mistakenly/accidently sold to an NPC shop

O

• Recovery is limited to twice a month per account 

• All items and silver obtained from selling the item will be withdrawn   

• Items mistakenly/accidently sold through the Central Market/Marketplace are not eligible for recovery 

Items mistakenly/accidently deleted

O

• Recovery is limited to twice a year per character 

• Items with expiration dates/usage periods cannot be recovered 

• Certain items may not be recoverable to the same state as at the time of deletion  

• Exception: Recovery for paid content will be based on the record at the time of deletion 

• Character-bound paid items (Pearl Items) will be recovered to the Pearl inventory of the same character   

• Exception: Excludes items which can be recovered through the item recovery feature/function within the game 

Items mistakenly/accidently lost due to Extraction

O

• Recovery is limited to once a year per character 

• Recovery is only possible for Black Stone extractions 

• Items with expiration dates/usage periods cannot be recovered 

• Certain items may not be recoverable to the same state as at the time of deletion  

Items with downgraded enhancement levels from mistakenly/accidentally using the Cleanse system

O

• Recovery is limited to once a year per account  

• Recovery is only possible if there have not been any enhancement attempts made on the item after it was Cleansed.

Items lost by accidently/mistakenly deleting in-game mail

X

• Deleted in-game mail (including attached items) cannot be recovered  

Items used in Cooking, Alchemy, and Processing

O

• Recovery is limited to twice a year per account 

• Recovery is limited to only the first task, and not possible for mass production  

• Items used in game content which include probabilistic (“chance-based/random number generator”) outcomes/rewards cannot be recovered  

• Items other than weapons, gear, and accessories cannot be recovered  

• Recovery may not be possible for Life EXP and similar data 

Items dropped by monsters in an accessible location 

X

• Recovery is not possible as the owner of the item(s) dropped by the monster(s) cannot be verified

Items with downgraded enhancement levels due to failed enhancement attempts

X

• Any item(s) consumed in the enhancement attempt cannot be recovered 

• Numbers for Enhancement Chance Increase (stacks) consumed in accidental enhancement attempts cannot be recovered 

Request for an item to be deleted (Item cannot be deleted by the member)

O

• Deleted items (deleted with member’s consent) cannot be recovered 

Guild (includes Clan)

Items purchased by mistake/accident from the Guild Shop

O

• Recovery is limited to once a year per account; recovered silver will be sent to Guild Storage 

• Only the guild master can apply for recovery 

• Exception: Recovery is not possible if the guild master changes after the purchase  

• Items cannot have been opened/used/equipped 

• Guild activity and other individual data cannot be recovered 

※ Guild funds (excluding Welfare funds) are recoverable 

Items used for accepting or progressing guild quests

X

Recovery of a disbanded guild (clan)

X

Recovery of items in guild storage (includes guild crafting items)

X

• Items and/or silver in guild storage cannot be recovered  

• Even if items and/or silver in guild storage are accidentally or intentionally lost by a guild member, they cannot be recovered  

Pearl Shop

Purchased the wrong item(s) from the Pearl Shop

O

• Recovery is limited to once a month per account 

• Must be within 15 days from the date of purchase  

• Items must be unopened/unused/unequipped  

• Items will be recovered to the same character as the character at time of purchase 

• Items with time-limits will be recovered with the period remaining at time of the recovery date 

• Coupons used at the time of purchase cannot be recovered  

• Pearl refunds are not possible for products with bundle discounts, such as set creator discounts 

• Items with an expiration date/usage period that begins at time of purchase cannot be recovered

Items gifted by mistake/accident through the Pearl Shop

O

• Recovery is limited to once a month per account 

• Must be within 15 days from the date the gift was received  

• At the request of the gift giver, the Pearls will be refunded once the gifted items have been removed/withdrawn 

• Exception: Recovery is not possible if the gift receiver has collected the item(s) from the mail  

• Recovery is not possible if the gift receiver does not agree to the removal/withdrawal of the item 

※ Gifted items—among those ‘Underwear, Accessories’—categorized by class that are unopened, unequipped, and cannot be registered on the Central Market can be exchanged once for the same item under a different class. 

(e.g. [Ranger] Lazies Underwear can be exchanged for [Sorceress] Lazies Underwear)  

※ Exchange is not possible if the same gifted product does not exist for the class

Loyalties

Purchased the wrong item(s) on the Loyalties tab

O

• Recovery is limited to once a month per account 

• Must be within 15 days from the date of purchase 

• Items must be unopened/unused/unequipped  

• Items will be recovered to the same character at the time of purchase 

• Items with time-limits will be recovered with the period remaining at time of the recovery date

Fraud

Damage from fraud (Cases where the intent to commit fraud is clearly identifiable through the in-game records)

O

• Retrieval is limited to twice a year per account (January 1 - December 31)  

• Retrieval is not possible if the item has been used or consumed  

• Retrieval is not possible regarding fraud during real-money transactions   

※ Retrieval means an item that was the subject of fraud will be returned in the same state it was changed to by being exchanged/sold/purchased/consumed/enhanced/etc. 

Violating any of following categories will lead to “Permanent Restriction of the Pearl Abyss Account.” Depending on the severity of the violation, “IP and Hardware Restriction” may also apply. 

Category

Criteria

Account Hijacking/ Payment Theft/ 

Identity Theft

1) An act of using another person’s personal information to create an account or use the service. 

2) An act of causing harm to the account data etc. (family, character, item, pearl, loyalties, etc.) through unauthorized access to another member's account 

3) An act of making payments for service use, etc. through unauthorized access to another person's payment method 

※ All accounts that have participated, and/or related to these accounts, in “Account hijacking, payment theft, and identity theft” will be restricted in accordance to the restriction criteria.

Data Manipulation and Extraction

1) An act of manipulating the game data provided by the Company 

2) An act of extracting information that has not been disclosed by the Company

Attack on Server and Client Manipulation

1) An act of attacking or using unauthorized methods to connect to the Company’s game and service servers  

2) An act of using the server and client differently from the original intent the Company has provided.  

3) An act of manipulating the server and client provided by the Company 

※ If any of above acts are identified, the Company may not only impose permanent restrictions, but also request an investigation by the authorities concerned and judicial authorities 

Bot (Farm/Cluster)

1) An act of using the game with multiple accounts or through a systematic and collective manner for the purpose of profit 

2) If your account was part of the above act 

Violation of Law

1) An act of violating (contrary to) the governing law and provided services 

2) An act of violating (contrary to) the law and services that is identified by an outside agency (organization)  

Violating any of the following categories may lead to “Permanent Restriction.” 

Depending on the severity of the violation, “IP and Hardware Restriction” may also apply. 

Producing and Use of Unauthorized Programs and Macros

1) An act of producing or distributing the programs, macros, devices, or equipment (hereinafter referred to as 'unauthorized programs') that disables the technological protection of the service or disrupts the normal operation of the service 

2) An act of playing the game using unauthorized programs and macros 

3) An act where repeated actions similar to the patterns of an unauthorized program user is identified in the game data 

4) An act where the Company’s security program deems the user of using unauthorized programs and macros. 

5) The Company’s anti-cheat system catches the unauthorized program. 

※ If a specific device or IP is found to have been constantly using unauthorized programs, the IP and/or hardware will be restricted. 

Violating any of the following categories may lead to “Temporary Restriction.” 

Depending on the severity of the violation, “IP and Hardware Restriction” may also apply.

Attempting or Suspicion of Unauthorized Program/Macro Use

1) An act of not answering questions, answering the question incorrectly, or similar when actions of abnormal records are identified on a character and is deemed as needing investigation 

2) An act of using inappropriate language, offensive terms, threats, swearing at the GM during questioning and/or an investigation  

3) An act of attempting to use computer programs, devices, or equipment that are not provided or authorized by the Company or repeating certain actions which can be suspected as unauthorized program/macro use 

※ Investigations into the use of unauthorized programs and macros may result in sudden chat messages and/or other ways of requesting responses  

※ Even if another party was the one who used the account, the same penalty is applied.

Payment Process Abuse

1) An act of abusing the payment, payment cancelation, refund processes provided by the Company or Open Market 

2) An act of using a third party for withdrawal of subscription or refunds instead of the Company’s Customer Support. 

※ If a gift was sent by an account abusing any payment method, the account that received the gift will undergo an account restriction and the item will also be retrieved. 

Violating any of the following categories will lead to “Warning & Time Based Restriction” 

Depending on the severity of the violation, “IP and Hardware Restriction, Content Restriction, Adjustment of Game Data,  Retrieval” may also apply. 

Disclosure of personal information

1) An act of leaking or infringing the personal information of others without the consent of the party 

2) An act of infringing on the rights of others such as portrait rights and copyrights without the consent of the party

Real Money Trade 

1) An act of trading items, accounts, characters etc. with money, real goods/services or items from other games 

2) An act of trading paid contents, in-game currency with money, real goods/services or items (from other games included). 

3) An act of making another person raise a character (boosting) in exchange for money or real goods/services 

4) An act of manipulating market prices by repeatedly trading certain items to transfer in-game goods in exchange for money or real goods/services 

※ The Company reserves the right to delete all items derived or related to real money trade, including goods, and in-game data.

Fraud and Impersonation

1) An act of taking unfair advantages by impersonating someone 

2) An act of impersonating a GM, company employee, or a related individual 

3) An act of impersonating an individual to cause disadvantage or offense to the impersonated individual 

Speculative Behavior (Gambling)

1) An act of causing harm to other participants and causing benefits to a certain person in his or her assets and property through an accidental result from betting an account, in-game currency, item, etc. 

2) An act of helping or promoting the progress of (1) above.  

Real Life Threat

1) An act that threatens the safety of others through real life information that is unrelated to the game

Sharing, distributing, promoting and advertising inappropriate content

1) Acts of sharing, distributing, promoting or advertising anything that can be said to be a violation of the Operational Policy 

2) An act of sharing, distributing, promoting or advertising anything that is not related to the game but are for profit-making purposes 

3) An act sharing, distributing, promoting or advertising a program that may impact any content provided by the Company without the approval of the Company 

Inappropriate Trade

1) Any act of moving silver, in-game goods, etc. between specific accounts through the repeated abnormal use of the market 

2) An act of abnormally moving silver, in-game goods, etc. between specific accounts through the abnormal use of standard game systems other than the market  

3) An act of intentionally manipulating the market price, repeated selling/purchasing items at min/max price, trading items that are more expensive on the market than NPC vendors, etc. between specific accounts to move silver, in-game goods, etc. 

Bug Abuse

1) An act of gaining advantages or causing damage to other members, game balance and system by abusing game errors or service errors 

2) An act of gaining advantages by abusing the Operational policy or avoiding limitations on the game system design through an abnormal way 

3) An act of using in-game systems differently from their intended functions to harm others or abnormally gain advantages

Gaining Unfair Advantages

1) An act of gaining unfair advantages by being in the same party or guild during the same time as someone who is violating the Black Desert Operational Policy 

Spreading False Information

1) An act of spreading unconfirmed information that causes confusion or direct/indirect harm to other members 

2) An act of slandering the GM or Company without grounds and inciting other users. 

Boosting/Cheating

1) An act of influencing the outcome of tournaments, events or other competitive contents, by using another party’s account.  

2) An act of disrupting gameplay by using another party’s account 

※ This does not apply to accounts that have authorized by the owner for use and does not disrupt the gameplay or influence the outcome of competitive contents. 

Attempt to violate the Operational Policy

1) An act of attempting to violate items not specified in the operating policy 

2) When helping a violator of operational policy 

3) Any act that is confirmed to be intended to attempt or help in violation of the operating policy 

Disrupting Game Operation

1) An act of disrupting game operations by disrupting/interfering a game-related competition, event, broadcasting, etc. 

2) An act of falsely reporting, insulting and/or threatening the GM to disrupt the operation or Customer support.  

※ Depending on the severity of the issue, the Company may forcefully disconnect the user from the game and give additional penalties.  

Disrupting Game Operation

1) An act of disrupting the normal gameplay of a specific member or several members by maliciously using the game/operating system 

2) An act of constantly bothering or harassing a specific member and disrupting their gameplay  

※ Depending on the severity of the issue, the Company may forcefully disconnect the user from the game and also give additional penalties. 

Use of Inappropriate Names

1) An act of using a name to impersonate a GM or an employee of the Company 

2) An act of using a name that includes swear words and/or foul language 

3) An act of using a name that causes disgust or sexual humiliation to other members 

4) An act of using a name that ridicules, degrades, or condemns a specific country, nationality, region, politics, prominent figures, gender, religion, race, disability, etc. 

5) An act of using a name that is contrary to social norms 

6) An act of using a name that is suggestive or obscene 

7) An act of using a name that is intended to infringe or damage the rights of third parties, including honor, portrait rights, and personal information 

8) An act of using a name that is determined is for the purpose of real money/goods trading of an account and/or item 

9) An act of using a name that may be confusing to other members by being difficult to identify, such as similar characters 

10) An act of using a name that advertises/promotes a specific subject 

11) An act of using a name that is prohibited by the naming policy with changed spelling or other characters 

12) An act of using only the initial character/consonant and/or changing the order of characters (such as replacing the front and end of the name) from any of the acts of (1)~(11)  

※ The “Use of Inappropriate Names” applies to nicknames, Family names, Character names, Guild names, Mount names, etc. that are used within the Black Desert website and in-game 

※ Once a name has been temporarily changed, the Company will not take any separate/particular measures regarding this name. 

※ All names that are currently in the game or will be added with upcoming updates are subject to change due to developmental concerns and other requirements.

Use of Inappropriate Posts

1) The posting contains altered information posted by the Company  

2) The posting contains profanity, lewd contents, or websites.  

3) The posting contains materially offensive or defamatory contents to other Members or third parties  

4) The posting contains offensive content regarding a specific country, ethnicity, region, person, religion, race, gender, disability, etc.  

5) The posting distributes or is linked to the contents that violate public order and morals  

6) The posting consists of pornographic materials or is linked to a pornographic website  

7) The posting damages the reputation or disrupts the business of Company or any other third party  

8) The posting is related to the sale of Member account, game items, virtual assets, etc.  

9) The posting is for advertising purposes  

10) The posting infringes on intellectual property rights such as copyrights of the Company and other third parties  

11) The posting violates restrictions from other Terms of Service and Operating Policies.  

12) The posting is not in accordance with the posting principles prescribed by the Company or the nature of the forum  

※ The 'Use of Inappropriate Posts' items apply equally to all posts such as guild message, beauty album, photo gallery, party search, and music albums used on the official website and in-game. 

※ All posts identified to be inappropriate may be deleted without prior warning, and the company does not take separate measures for the deleted post.

Customer Support Abuse

1) An act of falsely reporting a normal member as an unauthorized program user or a bug user 

2) An act of making such inappropriate language, slandering, or provoking sexual humiliation to disrupt the operation of Customer Support 

3) An act of making the same inquiries or reports repeatedly to disrupt the normal operations 

※ Customer Support refers to all CS counters such as 1:1 inquiry, email, etc. 

※ Customer Support abuse will lead to temporary restrictions to the use of Customer Support services.