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 

Deleted characters 

O 

• Recovery is limited to twice a year per account  

• Character data is recovered from the state 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 twice 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• All items and silver obtained from selling the mount will be withdrawn    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 twice a year per guild 

• Deleted/discarded mounts may be recoverable  

• Only the guild master can apply for recovery 

Quest 

Selected the wrong selection reward after completing a quest 

O 

• Recovery is limited to once a month per account 

• Must not have used the item after obtaining it 

• Item must be in a state where it can be retrieved 

Event and Challenge 

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

O 

• Recovery is limited to once a month per account 

• Must not have used the item after obtaining it 

• Item must be in a state where it can be retrieved 

Fairy 

Fairy related changes (all changes to Fairies such as release, sprout, rebirth); Items used for Growth 

X 

Item 

Crystals destroyed due to a character’s death 

O 

• Recovery is limited to twice a year per account 

• Must send the inquiry within 72 hours of character’s death 

• Only crystals destroyed during a single death can be recovered 

• Recovery is not possible if the character’s Karma was negative at the time of death 

• Excluding crystals, other items/EXP cannot be recovered 

Items purchased from an NPC shop 

O 

• Recovery is limited to once a month per account  

• Items cannot have been opened/used/equipped  

• Mistakenly/accidentally 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 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/accidentally sold through the Central Market/Marketplace are not eligible for recovery  

Items accidentally exchanged in the NPC exchange window 

O 

• Items exchanged after a confirmation or agreement prompt during the exchange process cannot be recovered  

• Recovery is not possible if the items received from the accidental exchange were equipped or used  

Wrongly Opened Item (Box Items) 

O 

• Recovery is limited to twice a year per account 

• Recovery is not possible if the items received from opening the item (Box/Chest) were equipped or used 

• Recovery is not possible if the item(s) (Box/Chest) includes probabilistic ("chance-based/random number generator") outcomes/rewards. 

• Recovery is not possible if the item(s) (Box/Chest) contain any items with an expiration date. 

Deleted items 

O 

• Recovery is limited to twice a year per character  

• Items with expiration dates/usage periods may not be recoverable  

• 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 extracted by using the Black Stone Extraction system 

O 

• Recovery is limited to twice a year per account 

• Items with expiration dates/usage periods may not be recoverable  

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

Items extracted by using the Devour extraction system 

O 

• Recovery is limited to twice a year per account 

• Recovery is only possible if the enhancement chance increase had a 100% chance of applying  

• Recovery is only possible if the enhancement chance increase number acquired from the Devour extraction system has not been used 

Items lost by deleting in-game mail 

X 

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

Items with downgraded enhancement levels from using the Cleanse system 

O 

• Recovery is limited to twice a year per account  

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

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 may not be recoverable 

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

Items dropped by monsters in an inaccessible 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 twice a year per guild; 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 7 days from the date of purchase 

• Item must be in a state where it can be withdrawn 

• 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 the time of the recovery date 

• Coupons used at the time of purchase can be recovered 

• Outfit dyes, items used to extract from sockets, socketed crystals, etc. cannot be recovered when recovering outfits 

• Exchanged pets cannot be recovered 

• Cannot be recovered if the items have different names, even if they have the same effect (e.g., If you purchased and used a Beast's Draught, recovery will not be possible even if you have an [Event] Beast's Draught in your inventory) 

Items gifted by mistake/accident through the Pearl Shop 

O 

• 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  

• However, if the gift receiver does not collect the item from the in-game mail within 15 days of receipt, then it will be assumed they do not wish to accept the item and item removal/withdrawal will be possible 

※ 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 

• Must be within 7 days from the date of purchase 

• Item must be in a state where it can be withdrawn 

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

• Items with time-limits will be recovered with the period remaining at the 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 with 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 Exploitation 

1) An act of abusing/exploiting the payment, payment cancellation, refund processes provided by the Company, Platform, Payment Processor, etc. 

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 (including from other games). 

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  

※ If both 1 and 2 are violated at the same time, we reserve the right to impose permanent restrictions even if it is the 1st violation.  

Speculative Behavior (Gambling) 

1) An act of causing harm to other participants and causing benefits to a certain person in their 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 is 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.  

※ If the act has an adverse impact on the game, we reserve the right to impose permanent restrictions even if it is the 1st violation.  

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 in an abnormal way  

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

※ If the act harms another user or has an adverse impact on the game, we reserve the right to impose permanent restrictions even if it is the 1st violation.  

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 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.  

※ If the act causes false information to spread and harm the game or harms the reputation of the Company/third-parties, we reserve the right to impose permanent restrictions even if it is the 1st violation.  

Boosting/Cheating 

1) An act of influencing the outcome of tournaments, events, or other competitive content, 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 do not disrupt the normal operation or influence the outcome of competitive contents (win/loss).  

Attempt to violate the Operational Policy 

1) An act of attempting to violate items not specified in the Operational 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 Operational 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 Gameplay 

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 inappropriate 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 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 that may be misunderstood as being posted by the Company or Game Masters 

2) The posting contains profanity, lewd content, 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 the 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 encounters such as 1:1 inquiry, email, etc.  

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

1st violation 

2nd violation 

3rd violation 

4th violation 

5th violation 

6th violation 

7th violation 

Chat Restriction 60m 

Chat Restriction 3 days 

Chat Restriction 7 days 

Chat Restriction 15 days 

Chat Restriction 30 days 

Chat Restriction 90 days 

Chat Restriction Permanent 

Category

Details and Specifics

Recovery Support

Notes

Character 

Characters that were not deleted by the member 

O 

Mount 

Mounts (Donkeys, Horses, Elephants, Camels, Wagons, Ships, Guild Mounts, etc.) 

O 

• 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 and purchased normally by other users cannot be recovered  

• The status of recovered mounts may differ from before the account was compromised 

Items 

Items that were exchanged/sold/purchased/spent/other strange activities not done by the member 

O 

• The amount and state of recovered items may differ 

Enhancement attempts not done by the member 

X 

• Recovery is not possible since it is a system where results may differ based on chance 

Items that were registered on the Marketplace/Central Market (not by the member) 

X 

• Cannot be recovered if the item was purchased through normal means on the Marketplace/Central Market by another member  

Acoin, Pearl Shop 

Acoin, Loyalties, Pearls not spent by the member 

O 

• Recovered after retrieving purchased items  

• Items with limited time use will have the remainder of the time removed before recovery  

Pearl Shop gifts not sent by the member 

O 

• Members that received gifts may be restricted from the game depending on the results of the investigation  

• Gifted items will be retrieved. Items that have expiration dates will have the remainder of their times removed and all benefits gained from the effects will be retrieved  

• Items involved in Real Money Trade cannot be recovered  

• Gift items from compromised accounts can be retrieved or adjusted at any given time regardless of the gift intentions