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Information for Customers Regarding Unauthorized Access to “Onamae.com Desktop Cloud”

~ Procedures for Receiving Condolence Payments and Provision of Alternative Services ~

October 30, 2026 (as of 15:30 JST)

We sincerely apologize for the great inconvenience and concern that the unauthorized access to “Onamae.com Desktop Cloud,” a service provided by our company, has caused our customers and all others concerned.

Regarding this matter, we would like to inform you that we have begun contacting customers who hold contracts with us directly about the procedures for receiving condolence payments and the provision of alternative services, as announced in the Fourth Report dated October 24.

For details of the condolence payment, the provision of alternative services, and the six-month free-of-charge period, please see here (Fourth Report)
https://internet.gmo/en/news/article/249/

■ Contact Points for Inquiries and Information Submission Regarding This Matter

1）Consultations and inquiries from customers

We accept consultations regarding the use of “Onamae.com Desktop Cloud” and damage related to it.

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

2）Providing information about the unauthorized access

We accept information that will lead to the identification and arrest of the perpetrators and the clarification of the incident.

・Dedicated information submission site: https://cybercrimebounty.gmo/
・Email address for submitting information: [email protected]

3）Reporting unauthorized publication and spreading of information

If you find a new perpetrators’ site, or a site where personal information or similar data is being published without authorization, please notify us at the contact point below.

・Reporting form: https://www.onamae.com/abuse/

※In the form, please select “About website content” and “Inappropriate content,” and fill in the required fields.

In addition, please refrain from accessing suspicious sites, and from reposting, quoting, or spreading URLs or published content on social media or elsewhere.

■ Timeline to Date

・October 21 (Wed) 4:00: Suspended the Service and published the first report on the unauthorized access / Received a threatening email (demanding approximately 8 billion yen)
・October 22 (Thu) 13:00: Consulted the police
・October 22 (Thu) 16:59: Published the Second Report
・October 24 (Sat) 11:50: Decided on the payment of condolence payments, compensation for losses, and the provision of alternative services. Requested that relevant government agencies apply Active Cyber Defense (Fourth Report). Request to customers 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) / 23:10: Began analyzing the devices we took custody of (Seventh Report)
・October 27 (Tue) 9:58: Announced the interim progress of the device analysis and requests in preparation for the announcement scheduled for 12:00 (Eighth Report) / 11:59: Announced the status of the device analysis and our renewed requests (Ninth Report) / 13:55: Announced the publication of information by the perpetrators (Tenth Report) / 14:55: Announced our requests to refrain from spreading information and our response policy (Eleventh Report)
・October 27 (Tue) 19:10: Announced the details of the special condolence payment for customers whose information has been published (Twelfth Report)
・October 28 (Wed) 11:00: Notice regarding the takedown of the perpetrators’ site (Thirteenth Report)
・October 28 (Wed) 18:20: Notice regarding our response in gathering information and preventing its spread (Fourteenth Report)
・October 29 (Thu) 12:40: Notice regarding promising information on the identification of the perpetrators (Fifteenth Report)
・October 29 (Thu) 20:40: Status of information provided to the “GMO Cybercrime Bounty” site (Sixteenth Report)

■ Previous Announcements

Report 1: https://www.onamae.com/news/article/11584
Report 2: https://internet.gmo/en/news/article/247/
Report 3: https://internet.gmo/en/news/article/248/
Report 4: https://internet.gmo/en/news/article/249/
Report 5: https://internet.gmo/en/news/article/250/
Report 6: https://internet.gmo/en/news/article/252/
Report 7: https://internet.gmo/en/news/article/253/
Report 8: https://internet.gmo/en/news/article/254/
Report 9: https://internet.gmo/en/news/article/255/
Report 10: https://internet.gmo/en/news/article/256/
Report 11: https://internet.gmo/en/news/article/257/
Report 12: https://internet.gmo/en/news/article/258/
Report 13: https://internet.gmo/en/news/article/259/
Report 14: https://internet.gmo/en/news/article/260/
Report 15: https://internet.gmo/en/news/article/261/
Report 16: https://internet.gmo/en/news/article/262/

We will continue to work closely with the police and other relevant authorities, and do our utmost to protect our customers and prevent the spread of damage.