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. 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.

6. 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. .

7. 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 cs@highstreet5.com.my. 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 603 - 7955 6575 OR email the scanned copy of your ID card to cs@highstreet5.com.my. 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.my. 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.my. 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 cs@highstreet5.com.my. 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. 

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!

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