We’ll start with a brief explanation for all of our readers who aren’t up to date on the Rappelz situation. The hacker problem in Rappelz isn’t new but escalated in the last few months and now, according to the gaming community, seems worse than ever. So, some concerned players decided that they had to do something and posted an article (Rappelz Under Hacker Attack) in the MMOBomb.com MemberZone to alert to the issue. That article was received with a lot of controversy and spread like wildfire. Luckily, the team behind Rappelz contacted the MMOBomb team and kindly offered to answer any questions and try to clarify any doubts about the problem. The questions that follow were selected in collaboration with the Rappelz community.

1. Before the interview gets started can you please tell us your name, title and how the community may identify you?

Hello, I am [GM] Kyodan, and I am the Community Manager for Rappelz and I’ve been with the game for two years now. As Community Manager, I’m responsible for keeping our players informed about what’s going on in the game, so I want to hear everyone’s questions and answer their concerns.

2. Can you clarify our readers to what exactly is happening to Rappelz?

Our community has been afflicted with hacking by unknown parties who seem to be working for third-party gold sellers. The hackers usually take rare items from players and sell them in-game for rupees, our in-game currency. These rupees find their way to third-party gold sellers, who sell them to players (which is against our policy).

Our team has been fighting these hackers for quite some time, and it’s intensified recently because we’re close to containing the situation. These hackers want to take as much as they can from our community before we shut them down and we’re doing our best to minimize the damage.

3. Why hasn’t gPotato done anything for over a year to ensure the safety of the items that are bought but heavy cash shop users when the hacking was first reported? Why are they addressing the issue only recently?

Our team acted immediately on the situation and we’ve done everything we can. We’ve hired more employees for the game, called on people from other departments to pitch in, and even brought on a new Chief Technical Officer to implement more thorough security controls for all gPotato games.

However, the hackers have been employing a multitude of different methods so we’ve had to continuously adapt. Every time we contained one issue, they would find new ways to defeat our efforts. We’re now so close to fixing the final security vulnerabilities that we suspect the hackers are ramping up their efforts, which is why you’ve heard so much about it lately.

Some of our players, who care deeply about the game, have been helping us test our security, and we really appreciate that. We’re also constantly improving security ourselves (during maintenance) and we’re planning a full security audit of our systems very soon. We’re taking this very seriously.

4. Most cash shop users are concerned about the safety of the items they buy (other than stamina savers, etc. which are used up rather quickly), that the items may be taken by hackers. What kind of guarantee can be given to them so that they consider using the cash shop again?

I can guarantee that everyone, non-cash shop users included, will have ALL their items restored. In the past, we only restored 40 items of the player’s choice. We felt that was unfair to our community and have changed our policy going forward. Unfortunately, this increases the time it takes to restore the items to a player, but this is the right path for us to take.

5. What is the timetable for the security breach being fixed?

I can’t give a specific timeline because we don’t want to jump ahead of ourselves, but I can say that we are rapidly approaching full containment of the situation. I’ll keep the community updated every step of the way and I’ll be able to share more details once we reach that final goal.

6. Why did you take so long to make a formal announcement about the issue?

I’d like to apologize directly to our players for this. We thought we could fix the issue quickly, but the hackers proved us wrong. We also felt it would be wrong for us to claim that the issue was contained (since it wasn’t), and finally we did not want to announce the hacking vulnerability in case it attracted more hackers.

Ultimately, we were trying to protect our community, but our silence created uncertainty and allowed rumors to spread. I don’t plan to make that mistake again. I have realized how important it is to keep our players informed from the beginning so we can all be on the same page.

7. When can players be assured that the hacking will stop and what measures have you taken to stop the hacking?

Without going into specifics (which could compromise our efforts), we’re stopping the hackers in various areas and fortifying our defenses against future hacks of this magnitude. We’ve brought in experts from outside of our company to speed up the solution and ensure the future stability of the game, so we’re definitely close to resolving this.

Once we have verified that the issue is contained, I will inform the community immediately. Rappelz will be an even more secure game going forward, and we’ll be keeping an eye out for new and better ways to keep hackers out.

8. Can’t you implement a locking NPC that would only lock items to an account when the email is verified?

We, as a publisher, are unable to create new content for the game, including NPCs. However, we’re taking this great idea into consideration and will bring it to the attention of our developers. Our community has been great in providing constructive ideas and solutions, many of which we’ve put into use. I am proud of the ingenuity that our players display and hope to funnel these ideas into improving Rappelz for everyone.

9. If and when you get to fix the issue, what is going to be done about all the items that were replicated in order to restore people’s possessions?

Unfortunately, we are currently unable to do anything about the replicated items in the game’s economy. This is due to the nature of the hacks: once an item is sold from the hacker to another player in a legitimate trade, it would be wrong for us to take that item away from the player who bought it in good faith. As a result, our only option is to recreate the item for the victim, which creates inflation in the economy.

We are planning ways to fix the Rappelz economy the moment we have cleared out the hackers. We have ideas for events that will restore balance to the economy while at the same time giving our players exciting things to do. Rest assured, we will do something about it.

10. Do you believe the major security hole in your software could drive away potential customers? Not only new players for the game in trouble but for your new games? Not only players but potential clients wanting to use your services to help launch their own game? Major security holes can really affect your company reputation and credibility.

The hacking issue has not been kind to our game, our company, and more importantly, our players. We’ve lost some very loyal players because of the hackers, and I’m sure the issue has turned away new potential players as well.

The issue we’re seeing in Rappelz does not affect our other games, however. We tailor each game’s infrastructure to the unique needs of that game, and unfortunately the unique needs of Rappelz opened us up to unique security flaws which are now being fixed. We also bring our experience as publishers to every game we release, and we have learned a lot that will improve the security of all our games.

In the end, our games succeed because of the players and we know we have to do some serious rebuilding efforts to regain their trust right now. The Rappelz community will receive events and rewards, but we want to first make sure that everyone feels safe and secure in knowing that their accounts are protected.

11. What compensation are you going to give the players who were hacked and had to wait months to get their items returned?

Once all hacked accounts have been restored and the hackers themselves have been dealt with, we will determine what compensation we can give to the players who have been affected. Though I feel there is no suitable compensation for what they’ve gone through, we will do what we can for them and it will be our first priority once the hacking is fixed.

12. Are you open to the idea of Trainee or Mini [GM]‘s? These [GM]‘s can serve as unpaid legally signed in interns/employees. They will not all have all of the in-game powers like “real” [GM]s (no item creation abilities, NPC creation, or banning) and their duty will revolve around creating community events, muting game-currency sellers, providing assistance to players in-game and serving as intermediaries between the community and the staff.

We have tried this idea in the past and it didn’t work well. Even with limited responsibilities, some individuals found ways to take advantage of their position. The last thing we want to do is subject our players to more problems, so this option will not be considered in the near future. That being said, we are exploring lots of other possibilities and I really appreciate the community’s willingness to pitch in.

13. What factors determine the order of restoration? People have jumped ahead in the line over others who have waited twice as long. Are cash shop sales a factor in this?

Our team takes tickets in bunches and we make sure we answer a certain number of hacking tickets each day. Due to the amount of reported hacks, we’ve divided our efforts: half of us are taking the newest cases, half are taking the oldest ones. We want players who have just been hacked to get their items restored quickly so they can rejoin the game, but of course we need to tend to the players who’ve been waiting a long time to be restored.

Unfortunately, through this process, some of our players get the impression that we’ve skipped them. I would like to make it clear that this is entirely untrue. We haven’t skipped anyone and we will take care of absolutely everyone. Cash shop sales are not a factor at all.

14. For the people who have been denied being restored and all those that were only given “a certain amount, no more than 40 items back”, will they be getting fully restored as the hack have now been proven/admitted to be not the players’ fault?

We have changed the policy, but it doesn’t apply to anyone who was affected in the past. Our focus now has to be on what we can do for our players and the game going forward.

15. How have the last couple of months been? We are curious as to how gPotato feels after handling the workload that you’ve been given with the events, hackings, and restorations?

The hackers have been diverting a lot of our time away from improving the game and hosting engaging events that we’ve wanted to do for quite some time. We’ve definitely got a lot on our plates, but we’re dedicated to improving Rappelz for our players. I feel for everyone who has been affected by this issue (directly and indirectly), and appreciate all the feedback that has been given to us. Our community is very passionate about Rappelz, and I admire their love for the game. We’re all looking forward to spending more time with them.

16. Why is there little to no [GM] presence in-game? More importantly, to watch and regulate the in-game economy, making it more appealing for gamers to want to purchase from the cash shop rather than a rupee site.

Currently our top priority is containing the hacking issue and taking care of the players who have been affected by it. Our team will ramp up presence in the game once we have reached these goals. As mentioned before, the hackers have been taking up the majority of our time – time that was intended to be used on improving the game for our community.

17. Why are the moderators taking all the heat on the forum without any real support or clarification from anyone from gPotato?

The moderators are my front line force and have been taking care of our forums while we’re behind the scenes, working on the issues affecting our community. I’ve been communicating with them on a daily basis, so they do have my support, and I appreciate their efforts and dedication during this tough time. Though tempers flare and ideals clash, at the end of the day, we’re all on the same team!

I want to personally thank the moderators for holding down the fort. It’s my goal to deliver good news to the community – they deserve it.

18. Why are players still receiving the message when Gala-Net knows the fault is on their side and is not on the players’ side, and we quote right from one of your emails a member just received on January 3th, 2012?

“In the future, please use more caution as we will NOT be able to restore your account again. Please read over these account safety tips.”

Not one of the safety tips reply’s to Gala-Net being at fault. Is this a statement that you feel should be corrected, being that the party at fault is Gala-Net and not the end users/player?

This was a mistake on our end: the obsolete phrase was part of a template that was meant to address accounts that got hacked due to issues like account sharing, so our policy then was to only restore such accounts once.

Now that the issue has changed, we have changed our template. Unfortunately, this phrase slipped through. It was inaccurate and has been removed, so thank you for bringing it to my attention. As long as the hacking issue persists, we will restore ALL accounts fully.

19. Some players are actually thinking that Rappelz may have to shut down due to the hackers. Can this be true?

No. We are absolutely committed to securing our game without disrupting service to our players. We can restore the security of everyone’s accounts without resorting to such drastic measures. To close the game, even temporarily, would be letting these hackers harm our community even more. Rappelz will remain open, we will stop the hackers, and our players will get to enjoy the game they love.

Closing comments:

I want to thank our community for staying loyal to us during this ordeal, and I know that 2012 will be a stronger year for Rappelz. We’re already planning our next major update and we’ve got lots of great content for the year ahead. I am certain that the toughest times are behind us, and we are determined to improve the Rappelz experience for everyone. This is our game – YOUR game – and we’ll do what it takes to make it better than ever before.

29 Readers Commented

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  1. InTraining on January 6, 2012

    ehh, have you seen Nexon games recently? I heard recently that hackers in Maplestory managed to abuse a item and add more slots to a weapon when you wouldn’t normally be able to. This lead to weapons scrolled to cap status. Pretty much perfect equipment. Then, these same weapons are duped in a big amount, and sold through the MTS, a exchange system where you spend your money for equipment. I may be wrong, but I had heard the dupe requires crashing the server to make some kind of roll back on a item. Crashes happen all the time. And speaking of the MTS, there was recently a exploit where players who listed items had some, maybe all personal information stolen, and posted online for all the public to see. What was posted was only the account login ID, but lets be honest, thats no good. My own login ID was on the list. Maplestory KR also had a breach where everyone’s Korean SSN were stolen. They were encrypted though.. ALSO, in Maplestory, there is right now, hackers instantly killing mobs in the highest yielding exp areas. Level cap announcements all the time. Hackers are also disconnecting teams trying to attempt various end game bosses for skill drops and equipment.

    Vindictus is also currently suffering from hackers, mostly botters and easy boss kills. The market is ruined.

    Mabinogi just recently over the New Years weekend had some massive account killing hack/exploit that caused Nexon to shut down the game for a extended period and doing rollbacks.

    I don’t know how bad it is in Rappelz, but seeing that MMOBomb can get a actual interview with a GM has got to be infinitely better than Nexon’s quiet patch-n-forget system.

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  2. Luvit on January 6, 2012

    This is a really nice article. Rappelz is a very good and popular game and I would hate to see cheats, hacks and other devious people and actions harm this great game. It’s nice to see the Rappelz Representatives are actively responding to matters in a proactive manner. Keep up the good work friends.

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    • Johnny Reb on January 7, 2012

      well pro-active leads one to believe that this is coming out AHEAD of large masses of the community being affected by the hacking, which is entirely untrue. I am glad to finally see them saying SOMETHING about it, and it’s a nice touch that affected players no longer recieve an email reply to their trouble ticket that insinuates that the problem is THEIRS. GZ Kyodan finally….

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  3. NETIZEN on January 7, 2012

    Nice Kyodan, you used vague responses and said what you know people wanted to hear.

    You make it sound like this is some new problem that’s developed over the last few months. I quit the game for a year because I was traveling when I came back most of my friends from e3/e4 had quit because they were hacked and you did shit about it. These were devoted players who have played for over 5-6 years.

    I played for roughly 2 months or so got a Sin from 1-150, Sin tamed a Kenta and Cerb then quit for 8 months for travel and school. Now I come back roughly a 3 weeks ago, nothings changed except the fact Itoki the one person most people trust is gone.

    After seeing how well you handled this, showing you’re a smooth talker I’m going to assume that’s how you got your new position. Also lets face it, you have no bloody clue when or how to fix this issue.

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    • rushmepls on January 7, 2012

      Lets be real here: what more can he say? He’s a community manager, he has to do damage control without providing many insight to what’s real going on inside gpotato/gala-net. I believe he really wants things to improve (as his workload will decrease most likely), but there’s not much you can do with such issue as community manager besides doing what he did: providing very generic positive answers.

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  4. BadName1337 on January 7, 2012

    Nice work tanking that aggro, Kyodan. There were some pretty aggressive questions here – ones that a lot of people wanted answered. I understand that you can’t directly answer certain questions, just like how it’s not good to be tied down by unnecessary promises. Thank you for answering them to the best of your ability with such air of confidence and reassurance; I feel a bit safer already. I won’t deny my doubt, but at least I’ve some hope now with an official acknowledgement of the current state of the game. I sincerely hope that the team will resolve this soon (preferably in a month) before the playerbase takes too many casualties. Being from Unicorn, I enjoy a small server population, but it’s unhealthy for the game so I wish Rappelz a quick recovery.

    If things go as well as I hope, I might commemorate a full square foot of my wall to a portrait captioned, “Kyodan, the almighty yak”.

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    • TRD on January 7, 2012

      by bmx50 » Fri Jan 06, 2012 10:33 pm
      The only way to have any confidence from that waste of text is to be a complete MMO noob.

      You may as well have just copy pasted from other cookie cutter interviews from games with the same problem.

      The only difference is games that have staff & invested money came up with quick solutions, Hackelz did not, and therefore the results speak for themselves.

      This one man show is a joke for a company that was taking in a fairly large amount via the cash shop. Cheap, cheap, cheap.

      Lets break down some of the useless nonsense:

      2. Can you clarify our readers to what exactly is happening to Rappelz?

      Our community has been afflicted with hacking by unknown parties who seem to be working for third-party gold sellers. The hackers usually take rare items from players and sell them in-game for rupees, our in-game currency. These rupees find their way to third-party gold sellers, who sell them to players (which is against our policy).

      Our team has been fighting these hackers for quite some time, and it’s intensified recently because we’re close to containing the situation. These hackers want to take as much as they can from our community before we shut them down and we’re doing our best to minimize the damage.

      If you didn’t know this by now, tattoo “Noob” on your forehead. This isn’t a Hackelz specific problem even people who live in caves with last names like laden are aware of this. I smell some bull sht going on with “we’re close to containing the situation” “before we shut them down”. The only desperate one here is Kyodan. It’s propaganda and guess what, history shows schmucks listen to & believe it. So if your a schmuck believe it. It’s what “the company” “the opposing side” has to say nothing more.

      3. Why hasn’t gPotato done anything for over a year to ensure the safety of the items that are bought but heavy cash shop users when the hacking was first reported? Why are they addressing the issue only recently?

      Our team acted immediately on the situation and we’ve done everything we can. We’ve hired more employees for the game, called on people from other departments to pitch in, and even brought on a new Chief Technical Officer to implement more thorough security controls for all gPotato games.

      However, the hackers have been employing a multitude of different methods so we’ve had to continuously adapt. Every time we contained one issue, they would find new ways to defeat our efforts. We’re now so close to fixing the final security vulnerabilities that we suspect the hackers are ramping up their efforts, which is why you’ve heard so much about it lately.

      Some of our players, who care deeply about the game, have been helping us test our security, and we really appreciate that. We’re also constantly improving security ourselves (during maintenance) and we’re planning a full security audit of our systems very soon. We’re taking this very seriously.

      Ummmmmm WTF are you talking about??? You’re team acted immediately with a nearly forced response 1- 2 YEARS after the problem became massive. This a canned total bs answer. This is where your totally wrong backed into a corner and just throw some sht into the air hoping it will stick & not fall back in your face.

      OTHER COMPANIES ACTED immediately NOT YOU. Other companies released press statements and fixed their problem in weeks.

      5. What is the timetable for the security breach being fixed?

      I can’t give a specific timeline because we don’t want to jump ahead of ourselves, but I can say that we are rapidly approaching full containment of the situation. I’ll keep the community updated every step of the way and I’ll be able to share more details once we reach that final goal.

      More useless already stated and false information. While it’s virtually impossible to give any other answer there is another reason this has been a failure. While Kyodan doesn’t have the resources or control this issue SOMEONE DOES. The CUSTOMERS decide their own time table NOT YOU. That’s why companies that CARED reacted so quickly. Not just gaming, but other companies that cared about their reputation and continued business.

      You don’t have real management. If you did people above your authority would have stepped in and been assisting you & on your ash to get this done. There has been no moving force to solve this. No motivation from the company and again the results clearly speak for themselves.

      Expecting customers to “just wait patiently” for months is an absurd business structure. Companies that care “INVEST RESOURCES” time, MONEY, EMPLOYEES because that’s what solves problem. THAT WAS CLEARLY NOT DONE.
      Last edited by bmx50 on Fri Jan 06, 2012 10:51 pm, edited 2 times in total.

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      Re: MMOBomb Interview Discussion

      Postby greencm » Fri Jan 06, 2012 10:41 pm

      mathiascronqvist wrote:I appreciate Kyodan’s responses, but I can’t help but think they feel like typical politician-speak:
      “Sure, there is a problem, but the community is making a bigger deal than it is.”
      “We are 5 minutes away from shutting down all hacking ever.”
      “We have hired 10 000 more people to work on this. (Meanwhile, we are down to one GM)”
      etc. etc.
      Nothing personal, really, I like Kyodan.

      well in case u dont know community managers are politicans or act like does :wink:

      They would never say oh sorry we got big problems with hackers and dont know how to solve them… pls be patient and wait till we try to fix it… fixing will take some month/years or maybe they say will be done soon = never :D

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      Re: MMOBomb Interview Discussion

      Postby deathsreign » Fri Jan 06, 2012 10:49 pm
      I do have to say thank you for answering our questions. First active Gm i’ve seen since well Magma, who made a surprise appearance last maintenance, come back to uni and play with us some more please we miss you magma or at least i do I have a screenie of you killing SLK on trainee.

      I would also like to point on one thing that was said a few times in this, hacking is getting worse and probably will get worse over the next few weeks/months (assuming its not days until this fix this). With all this being said the hackers may feel threatened and go into over drive, taking more accounts and hacking more people than seen ever before. It was said all these things should be fixed very soon <– lol. always a good laugh. But seriously if they are telling the truth and the hackers do feel like they are about to lose the crap is going to hit the proverbial fan here very soon.

      I can understand in a way why they have done what they did, and the actions they took. Personally if i thought i could fix it quickly and not have to worry about it I myself would have done the same thing to avoid mass hysteria. All at the same time being on this end of it I would have liked to known as soon as it happened. It's a lose lose.

      Also if any gms happen to read this or mods and could get this answered, I have a question.
      Why if you are so close to solving the hacking problem would you still be looking for ways to lock your account even further, or binding items to account/toon? If you are so close wouldn't it just be easier to finish your current project than try and get the devs to do something, *GM* devs we have an idea. *DEVS* okay send it to us. *GM* sends email with fully detailed idea on how to secure accounts even more. *DEVS* email ends up in junk mail and is deleted. I'm sure this is how it works. Nothing against the gms here but getting the devs to implement something is like pulling teeth its painful. The biggest reason I ask is because from the way the questions were answered it seems we are looking at maybe a 2month time frame on getting this fixed (hopeful very hopeful). The devs will take that long just to consider the idea to add such a thing, let alone coding, implementing, and god lets not even think about what stupid bug this will bring with it.

      Again I appreciate the answer and I do commend the community and all its great ideas. But nearly everything the community recommended is on the devs side of the game not the GMs. So we are probably better off just waiting on the gms. Devs are lazy, and hell look at what they did last maintenace, got no patch notes saying what they were trying to fix but I'm sure what ever it was it was nearly as bad as what we got, an AH that delvls pets and I'm also hearing some cases of stables doing the same thing, though my stabled pet lvled just fine.

      One last thing I would like to point out that kinda worries/concerns me on this whole ordeal, SOON, is when this will be fixed, soon things will be under control, soon we will fix the hacking. I just hope and pray this soon doesn't turn into a e3 to e4 change, we heard soon for 6 months, or a bunny cloak soon.

      Gm's mods good work but dont let this continue for another 6 months this game will be dead before then if it does.

      deathsreign wrote: How many people does it take to turn a turtle pink?

      itoki wrote:10. Depends on how hard they tickle.

      I <3 you itoki, hope ur not a dude.

      I was hacked in april restored 12/16/11

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      Re: MMOBomb Interview Discussion

      Postby iwasscrewedova » Sat Jan 07, 2012 12:46 am
      All took too long imo. Also for the interview to be with a GM and not someone AT gala seems like the interview is basically a waste of everyones time. From what i gather most ppl wanted a real representative. If and when everything is fixed it will all be too late and rappelz will have too much ground to recover.

      I really hope i am wrong cos i love the game which is why i play ph server now, active GM's are something i havent seen in the years i have played on USA but now i see how good it can be.

      Keep working hard all involved because it really would be good to come back.

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      Re: MMOBomb Interview Discussion

      Postby bmx50 » Sat Jan 07, 2012 1:25 am

      iwasscrewedova wrote:All took too long imo. Also for the interview to be with a GM and not someone AT gala seems like the interview is basically a waste of everyones time. From what i gather most ppl wanted a real representative. If and when everything is fixed it will all be too late and rappelz will have too much ground to recover.

      I really hope i am wrong cos i love the game which is why i play ph server now, active GM's are something i havent seen in the years i have played on USA but now i see how good it can be.

      Keep working hard all involved because it really would be good to come back.

      Agreed, the one man show doesn't cut it. Apologies don't cut it. Soon doesn't cut it. The company never showed any concern or effort and still hasn't.

      One major point that is overlooked is…..Kyodan has been here around 2 years? So basically during his entire time in that position the hacking went from bad to atrocious and not once during that 2 year period was anything resolved. Fingers where pointed at the customers and no one has ever shown up from the company. A pure sign of "we are to big and just don't care".

      There is a scam going on here, it's called the Cash Shop. The money put into that is NOT BEING INVESTED BACK INTO THIS GAME AT ALL.

      This isn't about the "DEVS" it's about Gpotato (Gala Net Inc). They are running a ghost shop without a staff, without customer service, without management, no oversight, just collect the money and hide.

      At the same time Kyodan is trying to say they are "staffing up" they don't even have anyone to answer calls including billing issues. It's all voice recordings leave a message.

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      Re: MMOBomb Interview Discussion

      Postby bandaloo » Sat Jan 07, 2012 1:56 am

      17. Why are the moderators taking all the heat on the forum without any real support or clarification from anyone from gPotato?

      The moderators are my front line force and have been taking care of our forums while we’re behind the scenes, working on the issues affecting our community. I’ve been communicating with them on a daily basis, so they do have my support, and I appreciate their efforts and dedication during this tough time. Though tempers flare and ideals clash, at the end of the day, we’re all on the same team!

      I want to personally thank the moderators for holding down the fort. It’s my goal to deliver good news to the community – they deserve it.

      Congratulations on avoiding the question, which was why hasn't there been any clarification from gPotato.

      Some players are actually thinking that Rappelz may have to shut down due to the hackers. Can this be true?

      No. We are absolutely committed to securing our game without disrupting service to our players. We can restore the security of everyone’s accounts without resorting to such drastic measures. To close the game, even temporarily, would be letting these hackers harm our community even more. Rappelz will remain open, we will stop the hackers, and our players will get to enjoy the game they love.

      I think the question was about the game having to shut down as in bye bye due to the hacking cases going on, not temporarily go offline until its fixed. Gz on another evasion.

      I appreciate effort but when questions are avoided or just completely ignored then it comes that there is no effort to be thankful for.

      Another interesting thing, GMs cant stop hackings by improving security, only a tech team can do that and engineers, coders etc.

      If thats the case why did you say the reason you weren't in game was because you were busy fixing the security?

      You employed more staff? What about more GMs?

      Who are they? Where are they? What are they doing that is keeping them so quiet and non responsive? Why werent we informed about the new staff, security measures or what you are doing to fix it weeks, or even months ago?

      You said GMs take a 'bunch of tickets each', each day. I am assuming that is each day accounts are restored, if thats the case then this hacking is far from contained. 4 members of staff each with 3 tickets is 12 per day that makes a minimum (5 day week) of 60 cases per week you are ploughing through, with a 6 month backlog that is is 1440 people that have been hacked only 'waiting' to get their things back.

      That doesnt reflect the real number. Working by a 7 day week you are looking at 84 hacked account restoration tickets allocated per week, in the same 6 months that is 2016 victims to this 'almost contained' situation.

      I am very sad to say that whereby you may be doing something to sort it out, we can't see it, and we need to or you will continue to lose more players. End of story.

      Also, tip for you. Dont be so arrogant and dismissive, people may have abused privileges in the past.

      Do yourselves a favour, employ the mods to do it. They are already in the company breast volunteering here, keeping the forums tidy. Let them vent the text bore on the gold sellers and all other hackers and what not in game.

      Times werent as bad before, new challenges demand more effort, and I cant see Azer, Rinoa, Thunder or Eva abusing their privileges. They are nabs sometimes, but they take what they do seriously. Give them a chance and a whack mallet each to go on a server cleanout mission.

      DCing spammers is one thing, twittering them out of the game (LOL) is another (/fail) but what Rappelz needs is people in game to keep them out permanently.

      Do it.

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  5. squishless on January 8, 2012

    Nice to see such a dedicated team not only for the game but as well to the players, they are being fair. I don’t really play this game but it’s always good to read good news.

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  6. altacount on January 8, 2012

    all a bunch of lies .. specially the number 18 my cousin got hacked and he was denied to get the items back cause he was “account sharing” with me, his cousin that introduced him to the game and plays with him on same house sometimes..
    LOL

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    • Babarton on January 10, 2012

      About answer to question 9. More items in the game do not create inflation. On the contrary, when supply is increased, prices tend to fall! – So don’t worry about replicating items.

      Inflation problems arise mainly when there is increased supply of money in the economy (given a fixed demand), or increased circulation of it. Normally, rupees increase in supply over time because of players selling items and lak to NPC’s.

      The acts of hackers (stealing items and offering them for sale and then selling the rupee revenues for real cash) increase the circulation of rupees, but also increase the supply of items in the economy. So hacking has an uncertain impact on inflation.

      For the record, I was hacked on January 29th, 2011 and after I have answered twice to inquiries abt my account, I haven’t anything restored yet (probably it is too early yet).

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      • Babarton on January 10, 2012

        Correction to the above: I was hacked on December 29th, 2011

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  7. JelloBeanz on January 13, 2012

    While I greatly doubt the reliability the answers from Kyodan(as a results of months of sweet talks from them), I’m still pissed that we are getting more info regarding the issue from this single outside interview compare to what they’ve informed to the Rappelz community since a year ago.

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  8. iamtrinity on January 17, 2012

    I am a long time player/moderator for Rappelz. I have been playing Rappelz on and off since beta. Despite, how the community feels about the hacks, I really hope to see the player base come back. I’ve had dozens of friends affected by these hacks. Rappelz is a really great game. It’s evolved further than I had ever expected it to.. Just remember, hackers are constantly finding new ways to obtain information. It’s not a threat to just Rappelz. We’ve taken the rupee spammers and hacking seriously. Pointed out possible vulnerabilities and addressed areas that may have been overlooked in the past. Restoring of items in Rappelz isn’t just a point n click function. It’s going to take time to find all of the items from the date of the hacking. God, do I wish it was that easy to restore an account. Now, I must reiterate that I am not working with the hack restores. I am only a forum moderator, but I do have some insight as to the efforts needed to restore items from all the years of experience with Rappelz. I am confident the fixes that are to be put in place will effectively stop the hackers and future attempts. I do agree GPotato as a company dropped the ball by not warning users of the potential threat and resolving it in a timely manner. Lessons learned and I hope to see better in the future. Actually, I expect better in the future as a customer, as a player, and as a moderator.

    As a moderator and a player, I can only ask that you have patience during the securing of Rappelz and restoring of hacked items. Lodge your tickets with Customer Support and follow-up using your ticket number. Your forum gripes may make you feel better temporarily, but in the end, you still have to put in a ticket with Customer Support to address your issue.

    Lastly, I’m not here to do ‘damage control’. I just wanted to voice my opinion as a moderator/player of Rappelz.

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    • NETIZEN on January 20, 2012

      GTFO, like anything you say holds any weight.

      Also, some advice never admit you are affiliated with any company unless you are on their payroll and they ASK you to. What you say effects them, good or most of the time bad. So next time instead of spouting out you’re a mod, like people care. Just leave it out and say you have been playing for a long time. kthxbye.

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      • iamtrinity on January 20, 2012

        If people didn’t care, then why does what I say have an effect on the company? Oh wait that’s right because I’m a long time player first and foremost and people in the community know me. So technically, your troll about me ‘spouting’ off as a moderator is null and void.

        Either way, I’m allowed to voice my opinion as a moderator or as a player and if you don’t like it. There is a red X in the upper right hand corner of your browser that allows you to close the browser window. I know it will be hard to resist the trolling, but trust me. It will do your character some good. *tosses you a quarter*

        Thanks for letting me cross the bridge Troll.

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        • NETIZEN on January 26, 2012

          I stated that Unless you are on the companies payroll, you should not be stating you are a mod. The reason being is when you state you are affliated with a company anything you say or do represents that company.

          Such as calling me a Troll, I can take this and twist it into.

          “See Rappelz doesn’t care, even their mod’s will openly call anyone showing frustration and unsettlement while stating their opinion nothing but a Troll.”

          And seeing as there is x12345 topics already on forums about how Rappelz staff doesn’t care. Statements/jokes like yours just add wood to the flame.

          Again you can state your opinion anyway you like. Just learn to take some advice next time without getting butt hurt and retorting like a ass.

          Deuces.

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      • Waranyu on May 21, 2012

        Good solid advice. However, I would like to add a litlte about passwords and security.I used to work with the information security industry, and have learned that it is best to make sure that all your passwords are at least 8 characters long. Passwords should also contain at least some special symbol, like a question mark or something like that. Hackers tend to use automated brute force scripts that try millions of combinations a second. They can break a password like John1966 too, even though it has 8 characters and even a mix of capitals and numbers. How? Well, they know that people tend to choose this kind of passwords so they have these password probability matrices that define common password types like Name + Date of Birth . Anyways, you should also make sure to use a different password for every account you have, so that if one of your WordPress sites or even your email accounts gets hacked, the hackers would not automatically get access to all your stuff but just to that one site.Alright, I see i got a bit carried away .I tend to get really talkative once I start speaking about something I used to work with in the past Good luck to you guys, and don\’t get hacked!

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  9. SnakeDoC/flyingright on January 23, 2012

    iamtrinity

    Not really sure what mod you are but thanks for the over all support you and the other mods have given us in the past and in the future. As for the over all interview I want to thank mmobomb for helping us get some of the question we wanted answered and also the very nice web broadcast you did with helping getting the word out there.

    Just a update on a player side after Rusty and I sent you the article that you published to get this interview. On the Fenrir server is the only server I can speak of.

    1. Spam Botz have slowed down to almost not being seen anymore.
    2. You can now delete your block list of spam botz and not have them PM right away.
    3. People are still saying they are being hacked but have not really answered if they have changed their password sense the Log in Page has been more secured. So it is possible they are still using a old password that the hackers could have already have had.
    4. Tickets seem to be getting addressed much faster.
    5. Older hacked cases are being worked now and people are slowly but getting their hacked items back
    6. Newer hacked cases seem to be getting restored at a much faster rate.
    7. Gala issued a statement saying these items have been fixed.
    quote ”
    ■ Our security is continuing to strengthen! We’ve successfully closed off various holes and exploits:
    • Password change form is now more secure and encrypted
    • Exploits in the Rappelz login screen have been found and fixed
    • Various database issues have been fixed
    ■ Our servers and network infrastructure will be rebuilt within the month
    ■ In-game detection of spammers has improved immensely”

    So even though some people would like to still flame about what was not done in the past at least we are seeing improvements taking place as of now.
    Again MMObomb thank you for replying to my email we our community was in need of some answers and helping us at least get some answers. Also some actions being done to save this great game and community.

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  10. longtimeplayer on January 25, 2012

    Rappelz getting Hacked is not a new issue.

    It has been going on for years with no fix (they say they enhance this or that, but it does nothing).

    There are incompetent or corrupt network security technicians working for Gala.

    This issue should have been resolved a long time ago. It is not rocket science.

    This GM’s response is weak and fools only the stupid.

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  11. CJ910 on February 14, 2012

    They are doing a great job after being away for a yr i was able to log in and all my games items there. Its a great game and great people who designed and the people who play it’

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  12. dfsgdfs on April 14, 2012

    now still leaving on fenrir to start 0 on pve can’t play a lot pk’s

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  13. Francisko on May 24, 2012

    Hardly a week goes by that CNN does not report a high-profile Web site being deeilfd or an e-commerce site being penetrated. While most people know why these incidents occurred, Hacking Exposed explains how they occurred and, more important, how to prevent them from occurring.The cover of Hacking Exposed announces that Network security is Y2K without the deadline. That alarmist statement, however, is the only hype in the book. The work is packed with real-world examples and links to tools needed to assess the security of any type of client/server and Web system. As they detail the myriad vulnerabilities in different types of systems, the authors provide countermeasures for each of them. Well organized, the book progresses in an orderly fashion. It methodically goes through the process of exploiting a target to penetrate a system from identification and enumeration to actual penetration. The authors provide detailed instructions and explanations for many security features and flaws in Unix, Linux, Windows, NetWare, routers, firewalls, and more. Topics covered include state-of-the-art computer and network penetration, as viewed by both the attacker and the defender; remote system identification; vulnerability identification; war dialers; firewall circumvention; and denial-of-service attacks. An appendix explores the security characteristics of Windows 2000. Some may argue that books such as this one only serve to motivate and educate hackers. The truth is that hackers are already aware of the book’s contents. This book is designed for system administrators and managers who need to know their systems’ risks and vulnerabilities and how to address them. When they are done with this book, system administrators and managers will be familiar with such critical topics as back channels, port redirection, banner grabbing, and buffer overflows. Hacking Exposed is a must-read for anyone who wants to know what is really happening on their network .

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  14. SpiritArrow on September 20, 2012

    I was hacked several years ago and when I notified CS about it, I was basically told it was MY fault and that I need to beef up MY security. What a laugh.
    Every pet card, every tamed pet, every CS item, and all the best gear was taken from every character I had. I had played on the Tortus server since the very beginning and played every race/class there was to play (can be verified by my achievements page) and absolutely loved that game.
    To have nothing whatsoever replaced is a crock. I spent many years gathering and taming, raising, chanting, etc, etc, etc only to have it all stolen. Apparently there is no record of the many, many transfers it would have taken for all the items to be removed, so I am just out of luck.
    I will not hold my breath til I have any items restored and I doubt I will be back until Gala-net security is more than the joke it was then.

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  15. firehead on September 27, 2012

    I was banned for buying rupees they say, my cousin did this at my home, i had to admit i did that than they took a wd out of my wh witch i had for long time, given by the altar and tamed ourself, gave it to my son.
    They say they looked into the mac adress and its this adress, yes my cousin use this adress too but i cant help it when he buys rupees and use my account for trade his buyings. They say they know the rupeeseller why they let him into the game than. Terms of agreement is the only thing they say but they can not say its me that have done it, only by ip or mac adress that also can be changed. I am a user of the cash shop i do that a lot and sell my things that i buy with gpotatoes.

    They have to inform you and make sure you can not get hacked, but still hacking is going on and if they say you bought rupees they take whatever they want even if its an item that is not yours, if they are so good what they say, they can trace the trade etc, than they had seen it was not a pet of mine, now in my eyes is gala a thief. Is there not any law against that?

    Also hacking is still going on, no service at all from gala only if you say you go to court but than they say we have terms of agreement, they hide againt that. There will be no further discussion they say.

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  16. Revange on October 22, 2012

    Well the way i see it is that if none of the players buy gpotatoes before they take care of their players than they take an effort to repair the game.
    Now they do nothing at all only blaming the players, just take them where it hurts their wallet.

    Only that will stop their lies and mayby they learn from it to be polite and not rude to their costumers. Because if you ask for help or something you get a really rude attitude from them.

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  17. Revange on October 22, 2012

    Forgot something to say also, they are so stupid they not think further that more people than one can use the same pc, they really think everyone has at least two or more pc’s in every home.

    And because they dont have brains they think people are account sharing. How stupid can you be.
    We know your ip adress sure everyone can change that even all hidden numbers in your pc to trace it down. Just look on the internet.

    Well so long as there are people who buy gpotatoes they go on like this, rude and not caring at all and being stupid.

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  18. Vanellope on October 12, 2013

    Thank you for taking a moment of your day to read this. I do not know if this will be of any help, or offer any advice to anyone, but I do hope it does…..

    Like many people, I was sitting at my computer, eagerly awaiting that glorious email that said “Hey…you lucky person….you have been selected to be in the Rappelz beta testing…” And, finally, it arrived.
    I was hooked on Rappelz ever since. I have seen many MMORPGs come and go….but Rappelz remained. Expansion after expansion rolled by….some good….some…meh. But always it has been my favorite game.
    Four months ago, that was all taken away. Four months ago, I went to login and level my new character….when..an odd thing happened….the login …failed. I tried several more times…all ended in failure. Self…(I said)….maybe we have forgotten our password. And so, I tried to do a “password recovery” option….which ended in “Your email associated with the account is not recognized”.
    My account had not only been hacked…but the email associated with the account changed.
    I have emailed the owners of Rappelz several ….several times…and no reply has been given as of yet. I have asked for the home office phone number of Rappelz….and never received a reply.
    I have no way of re-acquiring control of my account….it all has to be done via Rappelz end of things….and it seems ….they are either un-wolling to do so…..or not in any hurry to do so.
    So , I leave this message to anyone remotely considering playing Rappelz…..

    Speaking from experience…..if something happens to your account…do not expect a speedy solution…..do not expect customer service to keep you informed…..
    in short….

    Player Beware !

    (0)
  19. fenrir blues on February 8, 2012

    seriously i think that the hackers are empleyees of galanet . the game is done theyre just going all out to rake in as much $$$ before people quite and game closes… i began playing in 2007 a lot of high levels were banned from the EXP bug a large portion of the game were banned from that a lot of them were long term players this lead to a lot of theire friends stop playing, also after hitting r7 game becomes less fun a lot of people quite the game for the simple fact that theyd played for long enough, i would back that aguemant up with the amount of changes they have made in the game master classes – more hotkey bars – dura equips – revamped stats on dura equips – new soul stones – hardcore dungeon – its obviouse they were trying to add new features to decrease the amount of old skool players from leaving the game
    I really do believe that the peop0le responsible for the hackings and the money generated by them is going into galanets pockets – i think its about time they were investigated by the IRS, if theyre not behind the hacking directly then they should still be investigated because if u are recieving thousands of dollars per month and generating so much money then u have some liability to ensure that the sytem u are putting out on the market cannot be expolited by a black market, its like money laundering, as far as we know this could be a criminal organisation emmploying nerd to hack the game making money to saponsr god knows what type of criminal activities, so if u own something that generates large sums of money or is being hacked leading to criinals stealing large sums of money then its past time that some type of law enforcemant takes a look at this case

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    • BluStone on February 8, 2012

      oh something u might be interested in hearing im an old semper fi guildy and i was active when “Pike” was hacked he submited a ticket and got a response in less than 5 days saying he wont b having his items restoreddue to account sharing – now we all knew pike didnt share his account and so protested on his behalf LOL he had full account restoration within 2 weeks of being hacked – now wether or not that was due to his guild backing him or due to both him and his wife “McBec” reaching the 800$ monthly cash shop limit for the past …4 yrs ? is open for debate – and thats not secound hand gossip as when he got his items restored he announced it to the guild saying hed like to thank everyone for helping out especially me lol …. then the prick refused to sell me any r7 anc defence cubes after telling me what he had on his account when it was hacked while in a room in teamspeak with just us two – i asked him then if he gets his account back would he sell me any cubes he was like sure ofc man, also in the year i was in that guild i never saw him so much as give a single skill card away – lol …. twat

      (-1)

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