Deadline for reporting: Within 2 weeks of character deletion

Recovery time: Within 15 working days

Valid character levels for recovery: Level 1 and up

*Note:

1. Items in the character’s inventory are NOT guaranteed to be recovered with the character, including but not limited to, cash items with duration.  Cash pets in particular cannot be recovered.
2. The character’s name may no longer be available upon restoration, if the name has been taken during that time.

Important Policies:

1. Late reports are NOT accepted. 
2. Denied reports will NOT be reimbursed for the transaction.
3. We reserve the right to deny a case if we find that this service is being abused in order to commit violations of our game policies/ EULA.  Additionally, this would merit the corresponding ban for the offenses involved.
4. Reports with offensive language will automatically be denied and receive no email confirmation.
5. Cases filed by dummy accounts will automatically be denied and receive no email.
6. Cases reported by a player found guilty in a hack case/ investigation within a month’s time of the date of report will automatically be denied.
7. Please exercise caution in filling out the recovery form. A mistake in choosing the correct game can result in a delay in the processing of your case.
8. Updates on your case will be sent via your registered email address.  We do not entertain follow-ups via phone or visits.
9. Character recovery is performed separately from item recovery.  You must file for a separate premium service if you wish to avail of a service apart from character recovery.

Reminder:
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 your account information with anyone. Ninety percent of 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.
• Do NOT use the same password for your mobiusgames account and your email address.
• Never share your username, password, secret question and answer, registered email address, and other information you defined when creating the account.