[Important] Current Response to Unauthorized Access to “Onamae.com Desktop Cloud” (Eleventh Report)

October 27, 2026

Internet Infrastructure

[Important] Current Response to Unauthorized Access to “Onamae.com Desktop Cloud” (Eleventh Report)

([Important] [Request] [Danger] Request to Prevent the Spread of Information Accompanying the Unauthorized Access to “Onamae.com Desktop Cloud” and Our Response Policy)

October 27, 2026 (as of 14:55 JST)

We once again sincerely apologize for the great inconvenience and concern that the unauthorized access to “Onamae.com Desktop Cloud” has caused our customers and all others concerned.
Our Group is proceeding with its investigation and response, giving top priority to protecting our customers and preventing secondary damage. In addition, we ask that you refrain from the unauthorized publication and spreading of information related to this incident.

1. Request to Refrain from the Unauthorized Publication and Spreading of Information

Even if you come across what is claimed to be customer information on the internet in connection with this incident, please strictly refrain from reproducing it, reposting it on social media, or sharing links that lead to such information.

Such acts infringe on customers’ privacy and may increase secondary damage such as unauthorized use and fraud. In addition, information that has not been verified by our Group may contain content that differs from the facts.

Please also strictly refrain from any acts that lead to defamation, threats, or harassment of the parties concerned.
If we confirm that the published information contains customer information, we will contact the customers concerned individually.

[Extremely Important] [Danger] Please do not access or spread what is claimed to be the published information.

We have confirmed that the information of those who have accessed the site in question has been obtained by the attackers. We cannot accept responsibility for any damage arising from access to the site, so please absolutely refrain from accessing it. Those who have already accessed it are asked to run a full scan with antivirus software or similar.

[Important] From the perspective of preventing secondary damage, we are preparing legal measures, including requests for disclosure in civil proceedings and criminal complaints and accusations, against those who spread information with a high degree of malice, after preserving evidence. We intend to respond resolutely in order to protect our customers.

2. Caution Regarding Suspicious Communications Taking Advantage of This Incident

Please beware of phishing emails and fraud that take advantage of this incident. If you receive a suspicious email or SMS message, do not open any links or attachments in it; please check the content on our official website or other official channels.
We will never ask you for your password or authentication code. In addition, please do not respond to any communication that asks for payment, such as an offer to “recover your losses.”

■ Request to the Media

As you are already aware, it has been confirmed that information believed to relate to our customers has been published by the attackers.
We kindly ask the media to refrain from excessive reporting that could cause secondary damage to our customers.

■ Our Policy

We will not comply with the attackers’ demands. This is because complying with their demands does not guarantee that the information they obtained will be deleted or that its unauthorized use will be prevented. In addition, complying with their demands could lead to providing funds to criminals and criminal organizations, encouraging further cyberattacks and creating new victims. Based on our social responsibility not to encourage such criminal acts, we have decided not to make any payment. We have consulted the police and other relevant authorities on this matter and are proceeding with our response in cooperation with them.

■ Timeline to Date

・October 21 (Wed): Suspended the Service and published the first report on the unauthorized access (4:00) / Received a threatening email (demanding approximately 8 billion yen)
・October 22 (Thu) 13:00: Consulted the police
・October 22 (Thu) 16:59: [Important] Notice and Apology Regarding Unauthorized Access to “Onamae.com Desktop Cloud” (Second Report)
・October 24 (Sat) 11:50: Regarding Payment of Sympathy Payments to Customers and Compensation for Losses from Unauthorized Transactions ~ Began Requesting Relevant Government Agencies to Implement Measures Related to Active Cyber Defense ~ (Fourth Report)
・October 24 (Sat) 15:00: Decided on the payment of sympathy payments, compensation for losses, and the provision of alternative services (11:50 / Fourth Report)
・October 24 (Sat) 15:00: Requested that relevant government agencies apply Active Cyber Defense; Request for security measures (Fifth Report)
・October 25 (Sun): Asked customers to cooperate with the device investigation
・October 26 (Mon) 21:00: Reiterated our requests to customers (Sixth Report). Began analyzing the devices we took custody of (Seventh Report)
・October 27 (Tue) 9:58: Announced the interim progress of the device analysis and the offers of cooperation from private companies, and asked customers to power off their PCs in preparation for the announcement for 12:00 (Eighth Report)
・October 27 (Tue) 11:59: Announced the status of the device analysis and our renewed requests (Ninth Report)
・October 27 (Tue) 13:55: Announced the publication of information by the attackers (Tenth Report)
・October 27 (Tue) 14:55: Requests to refrain from spreading information, and our response policy (Eleventh Report)

■ Contact for Inquiries (Accepted 24 Hours a Day)

・Contact form: https://help.onamae.com/contact/
・Phone: +81-3-5456-2560 (open 24 hours, including weekends and public holidays)

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