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UID: 13670
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Register: 12/17/2008 12:38:00 PM
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| Lost Item Retrieval Service & Account Security |
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We understand how much it annoys you when your valued in-game items get stolen from your account. To provide you with better service and support, we are putting in place an in-game item retrieval service for gamers whose accounts get hacked into. This retrieval service applies only to retrieval of in-game items (game scores, character level, character attributes, character social status, etc. are NOT included in the retrieval service) if such retrieval will not disrupt the overall game environment.
We are at the initial stage of this retrieval service operation and are expecting some hiccups. If you encounter problem when requesting this service, please don’t hesitate to contact our Customer Service team who will try their very best to offer you assistance. We also hope that you will appreciate our efforts in bringing you this value-added service to enhance your gameplay experience. Please read carefully the rules and regulations set down below for requesting our retrieval service:
Rules & Regulations for Requesting Item Retrieval Service
1. An in-game item retrieval service will be provided for players of HighStreet 5. This retrieval service is limited to retrieving in-game items (game scores, character level, character attributes, character social status, etc. are NOT included in the retrieval service). Each game account is entitled to a maximum of one retrieval service per year.
2. NO repeat requests for this retrieval service will be handled within 365 calendar days after a successful retrieval of lost items for the same game account on the same server.
3. VIP in-game item retrieval service will be provided for VIP accounts to provide a maximum level of security for their in-game property.
4. One more retrieval service will be provided for the VIP accounts. VIP accounts are those that show a top-up balance of 5000 Cash Points three months before their items are stolen. For example, items were stolen again from Account A on 10th May. If this account showed a top-up balance of 5000 Cash Points during the period of 10th February and 10th May, an extra retrieval service will be provided for this account for free.
5. Application for item retrieval service MUST be submitted within 30 days after the theft.
6. When verified, accounts that involve in in-game item theft (transit accounts included) will be banned permanently and their account information will be posted in the official website and forums.
7. Despite good efforts in our attempt to retrieve in-game items, we cannot guarantee success in retrieval of all lost items listed on the request form. We reserve the right to exercise discretion when handling requests for retrieving large amounts of lost in-game items so as not to disrupt the game environment. .
8. Eaglegame reserves the rights to the explanation of the details.
Step-by-Step Guide for Password & Lost Item Retrieval
If you fail to log into the game again after you get suddenly disconnected while dancing or chatting, OR if you cannot log into the game with a password that you have never changed, it is likely that your account has got hacked into.
To prevent further loss of your in-game property and retrieve your account password as soon as possible, follow the steps listed below once you confirm that your account has been hacked into.
Step 1 How to Retrieve Password with Security Question
Enter the ‘Lost Password’ page at our official website to submit your security question and answer as well as reset your password. You will receive an e-mail containing your new password with which you can log into the game again. If you discover loss of in-game items after logging into game, follow instructions stated in Step 4 below.
Step 2 How to Retrieve Password with Assistance from Customer Service
Log into Livehelp or telephone our customer service team (Monday to Friday 9:00am – 6:00pm). Our customer service team will ask you for information to verify your identity. Upon verification, they may freeze transaction of your account. (The decision to freeze account transaction will be made on a case-by-case basis.) The reported account will be temporarily suspended and disconnected if our customer service team considers it appropriate to freeze transaction of the reported account. You may find yourself in one of the following scenarios when resetting your password:
l Scenario 1
Log into Livehelp or telephone our customer service team to submit your account number, character name, registration information (registered email/birthday/address/sex/name/etc.), top-up record, and purchase record. Send your new password along with all this information via your registered email to service@highstreet5.com.ph. Upon receiving your request, our customer service team will reset your account password with the new password provided in your email and undo the suspension of the reported account. Customer service team will exercise discretion when handling such requests.
l Scenario 2
If you can only provide part of the registration information/purchase record, you should fax your account information AND a copy of your ID card to (632) 638 4349 OR email the scanned copy of your ID card to service@highstreet5.com.ph. Our customer service team will contact you upon receiving your fax or email to help reset your account password and undo the suspension of the reported account.
l Scenario 3
If the information provided by you does not match any of the reported account, your request for resetting account password will be denied.
*Please note that requests with incorrect character name, permanently banned account, account suspended for 72 hours, etc. will be denied.
Step 3 How to Change Account Information & Password
Upon successful retrieval of account password, you will want to prevent future theft by changing your account information and security question. Follow the steps below:
a. Send new account information (For example, sex/telephone number/email address/birthday/address/etc.) via your registered email to assurance@highstreet5.com.ph. Changes will be made in 24 hours after your request is received. If your request is received on the weekend, it will be handled on the subsequent Monday. If the new account information is not sent via your registered email, your request will be denied.
b. Send your new security question + account information + scanned copy of your ID card via registered email to assurance@highstreet5.com.ph. Your security question will be changed in 24 hours after your request is received. If your request is received on the weekend, it will be handled on the subsequent Monday. If the new account information is not sent via your registered email, your request will be denied.
Step 4 How to Retrieve Lost Items
If you discover in-game item loss upon your next login, you can apply for our in-game item retrieval service. You can contact our customer service team by phone, via Livehelp or other in-game channels to request this retrieval service. You have to submit the ‘Lost Item Retrieval Service Request Form’ to service@highstreet5.com.ph. Your lost items will be retrieved in 3 days after your request form has been received and account information verified. Eaglegame always strives to provide its gamers a properly regulated game environment and the same principle applies to requests for lost in-game item retrieval service. Yet, it should be noted that no more than one request will be handled within a 365-day period.
Circumstances for Rejection of Item Retrieval Service Request
Item retrieval service CANNOT be made available under the following circumstances:
1. Application for item retrieval service is submitted more than 30 days after the theft.
2. The user seeking retrieval service fails to provide Eaglegame with detailed and true information in a timely manner to assist in the investigation of the reported theft.
3. The user is seeking retrieval service for the same account more than once within 1 year (365 calendar days).
4. The user is seeking retrieval service for more than one character created under the same account in a single application.
5. The user is seeking retrieval service with wrong item information, including but not limited to the reported lost items in actuality being kept in the ingame item column or emails.
6. There is reasonable doubt on the identity of the person seeking the item retrieval service, including but not limited to the following situations:
(1)The user seeking the service cannot provide sufficient documents to prove himself or herself to be the legal holder of the game account and thus the legitimate user of the related ingame character and item(s).
(2)The user seeking the service cannot provide sufficient documents to overthrow a 3rd party claim of the ownership of the account/character/item(s) concerned, which the same 3rd party has provided proof for the ownership claim.
(3)Retrieval service requested by a user whose account shows more than one login IP address, which reasonably points to the possibility of many people sharing the account concerned.
7. Eaglegame’s system is overloaded on the day of application submission due to heavy application traffic, and/or other network traffic conditions, and therefore cannot handle application for the item retrieval service.
8. It has been proved that monetary/business transaction having taken place between the current item holder and the user seeking the item retrieval service OR the reported items are, at the time of application, in the ownership of players who have been proved to have no knowledge of, or in any ways, been involved in the private dealings.
Eaglegame cannot be held responsible for items that cannot be retrieved or traced and thus cannot be made to provide compensation in any forms.
Eaglegame cannot be held responsible for items lost and/or any related loss, and/or disputes due to private dealings between game users. Eaglegame is only responsible for the security of account information provided by game users for game registration.
Lost Item Retrieval Service Request Form Download
To read more about account security, click HERE .
Thank you very much for your continued support for HighStreet 5!
Tagalog:
Naiintindihan namin ang inyong kalungkutan, inis o galit kapag ang inyong mga pinaka iingatan na mga in-game items ay nanakaw or na-hack sa inyo. Para mabigyan kayo ng mas magandang serbisyo at suporta, maglala* kami ng In-game Item Retrieval Service para sa mga accounts na na-hack. Itong retrieval service na ito ay maaari lamang magamit sa mga in-game items (ang mga game scores, character level, character attributes, character social status, atbp. ay hindi kasama sa retrieval service) nang sa *on ay hindi magugulo ang ating game environment.
Kami ay nasa unang stage pa lamang ng retrieval service operation at maaaring may mga mangyaring ilang di inaasahan at kaunting mga problema. Kung ikaw ay nakaranas ng problema habang nagrerequest ng service na ito, kontakin kaagad ang aming Customer Service team para mai-assist kayo. Kami ay umaasa na magugustuhan ninyo ang aming effort para mas lalo pa kayong masiyahan sa inyong gameplay experience. Pakibasa nang mabuti ang mga rules and regulations na naka sulat sa baba para sa pag-request ng retrieval service:
Mga Rules & Regulations sa Pag-request ng Item Retrieval Service
1. Ang in-game item retrieval service ay para sa mga HighStreet 5 players. Itong retrieval service na ito ay limi* lang sa pag-retrieve ng in-game items (game scores, character level, character attributes, character social status, atbp. ay hindi kasama sa retrieval service). Bawat isang game account ay naka-entitled sa isang retrieval service lamang kada taon.
2. HINDI pwedeng ulitin ang request para sa retrieval service sa loob ng 365 calendar days pagkatapos ng isang successful retrieval ng mga nawalang items para sa parehas na account sa parehas na server.
3. Magkakaroon ng VIP in-game item retrieval service sa mga VIP accounts para sa maximum level ng security para sa kanilang in-game property.
4. Makakaroon pa ng isang retrieval service sa mga VIP accounts. Ang mga VIP accounts ay yung mga may top-up balance na 5000 Cash points sa loob ng three months bago nawala o nanakaw ang kanilang items. Halimbawa, Ang item ay nanakaw ulit kay Account A noong 10th ng May. Kung ang account na ito ay merong top-up balance na 5000 Cash Points noong period ng 10th ng February at 10th ng May, magkakaroon ng pa ng isang extra retrieval service sa account for free.
5. Pagkatapos ma-verify, ang mga accounts na kasali sa nakawan (pati ang pinagpasahan) ay bibigyan ng parusa na permanent ban ng kanilang mga account at ang kanilang account information ay ipo-post sa official website at forums.
6. Sa kabila ng mabuting efforts namin para maibalik ang in-game items ninyo, hindi namin garantisado ang tagumpay pra ma-retrieve lahat ng nawalang items na nakasulat sa request form. Nasa amin ang karapatan na ipamalas ang discretion sa paghandle ng request para sa pagbabalik ng malaking halaga ng mga nawalang in-game items nang sa *on hindi gumulo ang game environment.
7. Eaglegame reserves the rights para sa pagpapahayag ng mga detalye.
Step-by-Step Guide for Password & Lost Item Retrieval
Kapag nag-fail kang mag-login pagkatapos ng biglaang pagkaka-disconnect habang sumasayaw o na*pag-chat, O kung hindi ka na makapasok sa game kahit hindi mo naman pinapalitan ang inyong password, malaki ang posibilidad na ang iyong account ay na hack na.
Upang maiwasan pa ang karadagang pagkawala ng inyong mga pamamay-aring in-game items at para makuha ulit ang password ng inyong account agad, sundin ang mga sumusunod na steps na nakasulat sa baba.
Step 1 Paano makuha ang Password gamit ang Security Question
Pumunta sa ‘Lost Password’ page sa ating official website para i-submit ang inyong security question at sagutin, pati na rin ang pag reset ng inyong password. Makakatanggap ka ng e-mail kasama ng inyong new password para makapag-login ka ulit sa game. Kapag nalaman mo na nawalan ka ng gamit pagkatapos mong mag-login sa game, sundan ang instructions na nasa Step 4 sa ibaba.
Step 2 Paano Makuha ang Password na may Tulong ng Customer Service
Mag-log sa LiveHelp o tumawag sa ating Customer Service team (Monday to Friday 9:00am – 6:00pm). Ang aming Customer Service team ay magtatanong ng mga information para ma-verify ang inyong identity. Pagkatapos ma-verify, maaari nilang i-freeze ang inyong game account. (Ang desisyon sa pag-freeze ng inyong account on a case-by-case basis.) Ang reported account ay pansamantalang masu-suspend at idi-disconnect kung ang aming Customer Service team ay merong makitang hindi tama sa transaction ng ini-report na account. Maaari mong ma-experience ang mga sumusunod na pangyayari kapag nagpa-reset ka ng password gamit ang ganitong service:
Scenario 1
Mag-Log sa Livehelp o tumawag sa ating Customer Service team para i-submit ang inyong Account Name, Character Name, mga registration information (registered email/birthday/address/sex/name/atbp.), top-up record, at purchase record. I-send sa service@highstreet5.com.ph ang inyong bagong password kasama ang lahat ng mga impormasyon na ito gamit ang inyong registered email. Pagka-receive ng inyong request, papalitan ng aming Customer Service team ang inyong account password ng panibagong password na ibini* ninyo sa email at tatanggalin ang pagka-freeze ng naka-report na account. Customer Service team will exercise discretion when handling such requests.
Scenario 2
Kapag kulang ang information na kaya mong ibi* at kung ikaw ay makakapagbi* lamang ng konting information tulad ng registration info/purchase record, pwede kang mag fax ng inyong account information at isang kopya ng inyong ID sa (+632) 6384349 O mag-email ng scanned copy ng valid ID ninyo sa service@highstreet5.com.ph. Kokontakin ka ng aming Customer Service team pagka-receive ng inyong fax o email para tulungan kayo i-reset ang inyong account password at tanggalin ang suspension ng nai-report na account.
Scenario 3
Kung ang information na nakasulat ay hindi parehas sa nai-report na account, ang request para i-reset ang account password ay hindi papayagan.
*Tandaan na ang request na may maling character name, permanently banned account, account suspended for 72 hours, atbp. ay hindi papa*an na kumuha ng ganitong serbisyo”.
Step 3 Paano Magpalit ng Account Information & Password
Pagkatapos ng matagumpay na pagkuha ng iyong account password, maaari mo nang palitan ang iyong Account Information at Security Question para maiwasan ang mga susunod na nakawan.
Sundin ang mga sumusunod na hakbang:
a. Mag-send ng bagong account information (Halimbawa, Kasarian/telepono #/email/address/birthday/atbp.) gamit ang inyong registered email sa assurance@highstreet5.com.ph Mababago ito sa loob ng 24 hours pagkatapos ma-receive. Kung ang inyong request ay aming nakuha ng weekend, ito ay magagawa sa susunod na Lunes. Kung ang bagong account information ay hindi ipinadala gamit ang iyong naka-register na email, ang inyong request ay hindi papayagan.
b. I-send ang inyong bagong Security Question + Account Information + scanned copy ng inyong ID gamit ang inyong registered email sa assurance@highstreet5.com.ph. Ang iyong Security Question ay mapapalitan sa loob ng 24 hours pagkatapos namin matanggap. Kung ang request ay natanggap ng weekend, ito ay magagawa sa susunod na Lunes.. . Kung ang bagong account information ay hindi ipinadala gamit ang iyong naka-register na email, ang inyong request ay hindi papayagan.
Step 4 Paano Makukuha ang mga Nawawalang In-game Items
Kung nalaman mo na nawalan ka ng in-game item pagka-login mo, pwede ka mag-apply para sa aming In-game Item Retrieval Service. Pwede ka kumontak sa aming Customer Service team gamit ang telepono, Livehelp o iba pang in-game channels para mag-request nitong retrieval service. Kailangan mo i-submit ang ‘Lost item Retrieval service request Form’ sa service@highstreet5.com.ph. Ang inyong nawalang mga gamit ay maibabalik sa loob ng 3 araw pagkatapos naming matanggap at ma-verify ang inyong account information. Ang aming kompanya, Eaglegame, ay palaging naniniguro para mapanatili ang game integrity at ang prinsipyong ito ay nangingibabaw sa requests for lost in-game item retrieval service. Gayunman, dapat tandaan na wala nang hihigit pa sa isang request ang maibibi* sa loob ng isang taon o 365-day period.
Mga dahilan kung bakit hindi na maproseso ang Item Retrieval Service Request
Mga sumusunod na dahilan kung bakit hindi ito maproseso:
1. Naipasa ng sobra pa sa 30 days pagkatapos ng pangyayari ang Application for Item Retrieval Service
2. Hindi naibi* ng User and mga tamang impormasyon sa tamang oras para mabigyang liwanag ang pangyayari.
3. Ang User ay nagsubok mag-retrieve ng sobra sa isang beses sa isang taon.
4. Ang user ay nagrequest ng higit sa isang character sa iisang account at application.
5.Ang user ay humihingi ng retrieval service ng may maling nawawalang impormasyon. at isinama ang mga in-game na gamit.
6. ang mga sumusunod ay mga reasonableng pagdududa sa pagkatao ng player na humihingi ng item retrival service:
(1) Hindi maipakita ng user ang mga ebidensya na siya ang nagmamay-ari ng account at gamit.
(2) Hindi maipakita ng nagreport ang ebidensya na sa kanya ang account o gamit na nakuha ng ibang user, samantalang ang nakakuha ay my matibay na ebidensya na siya ang tunay na nagmamay-ari ng account at mga gamit nito.
(3)Ang lumalabas sa account ng user ay maraming IP addresses na masasabing maraming users ang gumagamit ng account na ito.
7. Ang Eaglegames ay napupuno ng Application request submissions o mayroon itong network traffic conditions.
8. Kapag napatunayan na ang naireport na retrieval service ay gawa-gawa lamang ng parehong players para mapagkakitaan ang request.
Ang Eaglegame ay hindi responsable sa mga gamit na nawala na hindi na maibalik at hndi makakapagbi* ng “Compensation” sa kahit anung paraan. Ang Eaglegames ay hindi responsable sa mga reklamo ng players na gawa-gawa lamang. Ang Eaglegames ay responsible lamang sa “security” ng mga impormasyon na ibini* ng mga players.
Lost Item Retrieval Service Request Form Download
To read more about account security, click HERE.
HS5 - Where the Party Never Ends!
HighStreet 5 Team
Service Hotline:(632) 631 4263 or (632) 631-GAME
Email:service@highstreet5.com.ph
Official Website: http://www.highstreet5.com.ph
Official Forum: http://forum.highstreet5.com.ph
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 highstreet5 nearly edit the thread on 2010-08-06 1
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