Before we can return an account or grant access, it’s our job to confirm who the true owner is.
Here’s what true ownership means:
- The real owner is always the person who created the account.
- Ownership can’t be transferred by selling, trading, gifting, or sharing login details, even if someone else has used or looked after the account for years.
You are not the rightful owner if you:
- Use leaked info from the database to log in. That’s account hijacking.
- Access or play on an account you didn’t create, even if you’ve been on it for months or years.
- Attach a payment method or buy NeoCash or Premium after taking someone else’s account. This doesn’t make it yours.
- Show screenshots, NC purchase logs, or Neofriend lists from your time on a compromised account.
- Buy accounts or pets from offsite sellers. This fuels hacking and illegal activity.
If you didn’t create the account, it’s not yours.
Providing Proof of Ownership
Because of the old database leak, both hackers and genuine players may have access to the same account details, including old email addresses. Hackers sometimes submit tickets from compromised emails, so we can’t rely on those details alone.
Here’s what we need to see instead:
- Rare item code redemptions. Any details you remember, such as the code, estimated date or year, what you bought to get it, and the prizes you received.
- NC and Premium receipts. Receipts from payment providers which include transaction ID, date, amount, merchant/seller, item details from when you were first actively using your account. Screenshots of the NC Transaction Log will not be accepted as bad actors are known to obtain that after they illegitimately gain access into an account.
- All email addresses linked since creation. You might be asked to submit a ticket from these emails, depending on what our team needs. This is because people sometimes submit multiple claims from different emails.
- Other information. Names of several Neofriends, details of NC trades with other players, or any additional details requested by the team, as determined on a case-by-case basis.
We don’t accept identification documents or gameplay screenshots. ID isn’t reliable, as most accounts weren’t created with real details, and screenshots can easily be taken by someone on a stolen account.
If you’re the real account owner, keep your NC and Premium receipts, redeemed item code info, and some NC/NP trade data—these can help verify that the account is yours. Just keep in mind that sharing this info doesn’t guarantee account recovery and is not valid if it was gathered while the account was already compromised.
Also, make sure your linked email address is up to date and matches the one used for your side accounts. Each player can only use one email address for one main account and up to four side accounts. Using different emails for different accounts makes them look like they belong to separate people, which isn’t allowed. Please avoid creating multiple Neopets or NeoPass accounts with different email addresses. If you do have accounts linked with different email addresses, you are advised to deactivate them.
Read the full article here: https://portal.neopets.com/news/nov6-neopets-account-recovery-and-safety