Recovery Policy

• If a character is lost or deleted accidently due to reasons attributable to the company or technical errors in the game services, we will attempt to restore it, provided that the restoration does not disrupt the game's balance and the loss or change is verifiable through in-game records.

• Players wishing to recover their character must submit a recovery request through this support site within 7 days from the date of the loss or change.

• Recovery requests of this Recovery Policy must be submitted directly by the account holder whose information was lost. Third-party proxy applications are not permitted.

• Loss or change of character game in the following cases is not subject to recovery or compensation:

  • Loss caused by the player's own negligence or failure to familiarize themselves with the game system, notices, terms, conditions, and operating policies, etc.

  • Any loss caused by using game services in a manner not authorized by Amazon Games

  • Loss caused by device changes or device resets.

  • Loss caused by problems between players without the involvement of Amazon Games, such as in-game fraud.

  • Loss in cases where account theft occurs.

    • Players are responsible for the security of their accounts and can demonstrate proactive account security by setting up multi-factor authentication on Steam, PlayStation, and Xbox.

Recovery Guidelines

• Players will be granted one courtesy service requests for recovery eligible use cases every 90 days from last character restore request.

Eligible Recovery Requests

• Accidentally deleted character.

  • Recover deleted characters of level 1 or higher (1 time per character.)

Ineligible Recovery Requests

• Issues relating to compromised accounts.

Disclaimer

• Recovery may be limited for losses incurred by the intentional acts of the player, for items that violate system settings, or for items that may be exploited in the game.

• Recovery per item is processed based on archived data. Losses for which no record exists cannot be recovered.

• Recovery is only possible if less than 7 days have passed since the loss occurred (including the day of the incident).