Dear Valued Sony Online Entertainment Customer:
Our ongoing investigation of illegal intrusions into Sony Online
Entertainment systems has discovered that hackers may have obtained
personal customer information from SOE systems. We are today advising
you that the personal information you provided us in connection with
your SOE account may have been stolen in a cyber-attack. Stolen
information includes, to the extent you provided it to us, the
following: name, address (city, state, zip, country), email address,
gender, birthdate, phone number, login name and hashed password.
Customers outside the United States should be advised that we
further discovered evidence that information from an outdated database
from 2007 containing approximately 12,700 non-US customer credit or
debit card numbers and expiration dates (but not credit card security
codes) and about 10,700 direct debit records listing bank account
numbers of certain customers in Germany, Austria, Netherlands and Spain
may have also been obtained. We will be notifying each of those
There is no evidence that our main credit card database was
compromised. It is in a completely separate and secured environment.
We had previously believed that SOE customer data had not been
obtained in the cyber-attacks on the company, but on May 1st we
concluded that SOE account information may have been stolen and we are
notifying you as soon as possible.
We apologize for the inconvenience caused by the attack and as a result, we have:
1) Temporarily turned off all SOE game services;
2) Engaged an outside, recognized security firm to conduct a full and complete investigation into what happened; and
3) Quickly taken steps to enhance security and strengthen our
network infrastructure to provide you with greater protection of your
We greatly appreciate your patience, understanding and goodwill as
we do whatever it takes to resolve these issues as quickly and
efficiently as practicable.
For your security, we encourage you to be especially aware of
email, telephone, and postal mail scams that ask for personal or
sensitive information. Sony will not contact you in any way, including
by email, asking for your credit card number, social security number or
other personally identifiable information. If you are asked for this
information, you can be confident Sony is not the entity asking. When
SOE's services are fully restored, we strongly recommend that you log
on and change your password. Additionally, if you use your Station or
SOE game account name or password for other unrelated services or
accounts, we strongly recommend that you change them, as well.
To protect against possible identity theft or other financial loss,
we encourage you to remain vigilant, to review your account statements
and to monitor your credit reports. We are providing the following
information for those who wish to consider it:
U.S. residents are entitled under U.S. law to one free credit
report annually from each of the three major credit bureaus. To order
your free credit report, visit www.annualcreditreport.com or call toll-free (877) 322-8228.
We have also provided names and contact information for the three
major U.S. credit bureaus below. At no charge, U.S. residents can
have these credit bureaus place a "fraud alert" on your file that
alerts creditors to take additional steps to verify your identity prior
to granting credit in your name. This service can make it more
difficult for someone to get credit in your name. Note, however, that
because it tells creditors to follow certain procedures to protect you,
it also may delay your ability to obtain credit while the agency
verifies your identity. As soon as one credit bureau confirms your
fraud alert, the others are notified to place fraud alerts on your file.
Should you wish to place a fraud alert, or should you have any
questions regarding your credit report, please contact any one of the
agencies listed below.
Experian: 888-397-3742; www.experian.com; P.O. Box 9532, Allen, TX 75013
Equifax: 800-525-6285; www.equifax.com; P.O. Box 740241, Atlanta, GA 30374-0241
TransUnion: 800-680-7289; www.transunion.com; Fraud Victim Assistance Division, P.O. Box 6790, Fullerton, CA 92834-6790
You may wish to visit the web site of the U.S. Federal Trade Commission at www.consumer.gov/idtheft
or reach the FTC at 1-877-382-4357 or 600 Pennsylvania Avenue, NW,
Washington, DC 20580 for further information about how to protect
yourself from identity theft. Your state Attorney General may also have
advice on preventing identity theft, and you should report instances
of known or suspected identity theft to law enforcement, your State
Attorney General, and the FTC. For North Carolina residents, the
Attorney General can be contacted at 9001 Mail Service Center, Raleigh,
NC 27699-9001; telephone (877) 566-7226; or www.ncdoj.gov.
For Maryland residents, the Attorney General can be contacted at 200
St. Paul Place, 16th Floor, Baltimore, MD 21202; telephone: (888)
743-0023; or www.oag.state.md.us.
We are committed to helping our customers protect their personal
data and we will provide a complimentary offering to assist users in
enrolling in identity theft protection services and/or similar
programs. The implementation will be at a local level and further
details will be made available shortly in regions in which such
programs are commonly utilized.
We thank you for your patience as we complete our investigation of
this incident, and we regret any inconvenience. Our teams are working
around the clock on this, and services will be restored as soon as
possible. Sony takes information protection very seriously and will
continue to work to ensure that additional measures are taken to
protect personally identifiable information. Providing quality and
secure entertainment services to our customers is our utmost priority.
Please contact us at 1 (866) 436-6698 should you have any additional
Sony Online Entertainment LLC
Sony Computer Entertainment Inc.
Sony Online Entertainment LLC
Sony Corporation of America
Phone: 1-212-833-6975 or 212-833-6821
FOR IMMEDIATE RELEASE
SONY ONLINE ENTERTAINMENT ANNOUNCES
THEFT OF DATA FROM ITS SYSTEMS
Breach Believed to Stem From Initial Criminal Hack of SOE
Tokyo, May 3, 2011 - Sony Corporation and Sony
Computer Entertainment announced today that their ongoing investigation
of illegal intrusions into Sony Online Entertainment LLC (SOE, the
company) systems revealed yesterday morning (May 2, Tokyo time) that
hackers may have stolen SOE customer information on April 16th and
17th, 2011 (PDT). SOE is based in San Diego, California, U.S.A.
This information, which was discovered by engineers and security
consultants reviewing SOE systems, showed that personal information
from approximately 24.6 million SOE accounts may have been stolen, as
well as certain information from an outdated database from 2007. The
information from the outdated database that may have been stolen
includes approximately 12,700 non-U.S. credit or debit card numbers and
expiration dates (but not credit card security codes), and about 10,700
direct debit records of certain customers in Austria, Germany,
Netherlands and Spain.
With the current outage of the PlayStation® Network and Qriocity™
services and the ongoing investigation into the recent attacks, SOE had
also undertaken an intensive investigation into its system. Upon
discovery of this additional information, the company promptly shut
down all servers related to SOE services while continuing to review and
upgrade all of its online security systems in the face of these
On May 1, Sony apologized to its customers for the inconvenience
caused by its network services outages. The company is working with
the FBI and continuing its own full investigation while working to
restore all services.
Sony is making this disclosure as quickly as possible after the
discovery of the theft, and the company has posted information on its
website and will send e-mails to all consumers whose data may have been
The personal information of the approximately 24.6 million SOE
accounts that was illegally obtained, to the extent it had been
provided to SOE, is as follows:
In addition to the information above, the 10,700 direct debit
records from accounts in Austria, Germany, Netherlands and Spain,
SOE will grant customers 30 days of additional time on their
subscriptions, in addition to compensating them one day for each day
the system is down. It is also in the process of outlining a "make
good" plan for its PlayStation®3 MMOs (DC Universe Online and Free
Realms). More information will be released this week.
Additionally, the company is committed to helping its customers
protect their personal data and will provide a complimentary offering
to assist users in enrolling in identity theft protection services
and/or similar programs. The implementation will be at a local level
and further details will be made available shortly in each region.
Sony Online Entertainment LLC (SOE) has been a recognized worldwide
leader in massively multiplayer online games since 1999. Best known
for its blockbuster hits and franchises, including EverQuest®, EverQuest® II, Champions of Norrath®, PlanetSide®, Free Realms®, Clone Wars Adventures™, and DC Universe Online™, SOE creates, develops and provides compelling online entertainment for virtually all platforms, including the PlayStation®3
Computer Entertainment System, Personal Computer, mobile and social
networks. SOE is building on its proven legacy and pioneering the
future of the interactive entertainment space through creative
development and inspired gameplay design for audiences of all ages. To
learn more, visit www.soe.com.
For more information and update about the SOE services, please visit www.soe.com/securityupdate.
About Sony Corporation
Sony Corporation is a leading manufacturer of audio, video, game,
communications, key device and information technology products for the
consumer and professional markets. With its music, pictures, computer
entertainment and on-line businesses, Sony is uniquely positioned to be
the leading electronics and entertainment company in the world. Sony
recorded consolidated annual sales of approximately $78 billion for the
fiscal year ended March 31, 2010. Sony Global Web Site:
About Sony Computer Entertainment Inc.
Recognized as the global leader and company responsible for the
progression of consumer-based computer entertainment, Sony Computer
Entertainment Inc. (SCEI) manufactures, distributes and markets the
PlayStation® game console, the PlayStation®2 computer entertainment
system, the PSP® (PlayStation®Portable) handheld entertainment system
and the PlayStation®3 (PS3®) system. PlayStation has revolutionized
home entertainment by introducing advanced 3D graphic processing, and
PlayStation 2 further enhances the PlayStation legacy as the core of
home networked entertainment. PSP is a handheld entertainment system
that allows users to enjoy 3D games, with high-quality full-motion
video, and high-fidelity stereo audio. PS3 is an advanced computer
system, incorporating the state-of-the-art Cell processor with super
computer like power. SCEI, along with its subsidiary divisions Sony
Computer Entertainment America Inc., Sony Computer Entertainment Europe
Ltd., and Sony Computer Entertainment Korea Inc. develops, publishes,
markets and distributes software, and manages the third party licensing
programs for these platforms in the respective markets worldwide.
Headquartered in Tokyo, Japan, SCEI is an independent business unit of
the Sony Group.