The Purchase Order# serves as the reference for the hack/dupe item recovery request.

 

Recovery Rates:

Subscription/hybrid server: 200 ePoints
Free-to-play server: 250 ePoints
Test (Muren) server: not available

 

Definition of Terms

False Report - a hack case report that contains inaccurate information on item options, dates, and other important details
Late Report - a hack case report that has been filed more than 48 hours of last sighting of missing items
Dummy Account - accounts with the highest level character of only level 249 and below

 

Recovery Policies

1. Lost items/hacked items should be reported within 48 hours from the time they were last seen in your inventory or vault.
2. Only the following are recoverable:
• + 5 items and above
• Excellent items
• Set items
• Rare items
• Jewels
• Zen (50 million and up)
3. The following are not recoverable:
   • Accidental deletion
   • Accidental sales
   • Data loss due to database revert
   • Failed Chaos Machine combinations
   • Dark Lord drops
   • Cash Items
4. There will be no minimum to the number of items for recovery. However, false reports will be dealt with severely and will merit a notice in your account records with mobiusgames.
5. Denied reports will NOT be reimbursed for the transaction.
6. Reports with offensive language will automatically be denied and receive no email confirmation.
7. Cases filed by dummy accounts will automatically be denied and receive no email.
8. Cases reported by a player found guilty in a hack case/dupe investigation within a month's time of the date of report will automatically be denied.
9. Cases filed within a month from the resolution of a previous hack case in the same account will automatically be denied.
10. Please take note of the following sanctions for the below mentioned offenses.

Violation	1st Offense	2nd Offense	3rd Offense
Account hacking	20 Days	Permaban
Self hack	20 Days	Permaban
False Report	Warning	20 Days	Permaban

Reminders

1. Please exercise caution in filling out the recovery form. A mistake in choosing the correct game (MU or Rakion) can result in a delay in the processing of your case.
2. Updates on your case will be sent via your mail.
3. Php or real money trading is not supported
4. Use of MULords recovery passes requests must be filed within a week after the case was denied.
5. Scam reports are not supported.

 

Disclaimer:

Reimbursement of any kind is NOT guaranteed though we will make every effort to verify and restore your loss. mobiusgames reserves the right to extend leniency on a case-by-case basis only.

 

Cash Item Policy

Cash Items are non-tradable and cannot be sold in the personal store and to Non-player characters (NPCs) but are accessible to all the characters in that particular account. All purchases are considered final and irreversible.

Cash Items are NOT covered by our recovery policy and will not be reimbursed.
There will also be no reimbursement on the following:

ePoints consumed and used to buy Cash Items
Consumed Cash Items such as the Talisman of Luck, Chaos Card, Event Tickets, etc.

 

Note:

Since the Chaos Card Master is located in a hostile zone, players are discouraged in combining in PVP servers to avoid item loss.
Avoid using the Kalima Ticket inside the Kalima map. This may result to game error (right and left click are disabled). For such events, players are advised to switch characters.

We would like to reiterate that the account security is the sole responsibility of the REGISTERED user of the said account. As such, it is the USER's responsibility to safeguard their password by making sure to use appropriate password protection techniques that include the disabling of file sharing, running virus checks and other applicable measures to prevent accounts from being compromised. Listed below are a few tips to help keep an account secure:

• Do not share the account information with anyone. Most compromised accounts turn out to be the work of pilots, friends, family, guild mates or others you "thought" you could trust.
• Choose a secure password. Your password should be difficult to guess, but easy for you to remember. Here are some tips to make your password more secure:
  • Be certain to use a combination of numbers and letters (a mix of upper and lower case letters is recommended)
  • Avoid using common words or names of friends, family, pets, etc.
  • Avoid password repetition. Never use your old password.
  • Never share the "Secret Question," Vault PIN, 7-Digit PIN and other information you defined when creating the account.