Goodwill Payments to Customers and Compensation for Losses from Unauthorised Transactions Following Unauthorised Access at the Company
GMO Internet, Inc.
The Onamae.com Desktop Cloud service, its systems, and some customers' server environments
Unauthorised access by a third party through a security issue in the service's systems
Related procedures
Request for a criminal investigation and cooperation with the police and relevant government authorities
Police authorities (cybercrime division), the police, relevant government authorities, and government-related agencies
Company response
Suspension of new applications and the control panel, sequential suspension of servers for all plans, and suspension of network connections to the affected systems
Fundamental renewal of the security architecture, provision of a replacement service, blocking unauthorised transactions, forcibly disconnecting all active sessions, emergency monitoring and deterrence measures for unauthorised transactions, and blocking communications
Cannot be calculated at this time. The impact on consolidated results of the goodwill payments, loss compensation and other measures has not been determined.
By 23:59 on 30 October 2026, the company will announce how customers will be notified of the goodwill payment, the procedures for receiving it, and the payment date, as well as the launch date and application procedures for the replacement service. By 6 November, it will announce the application procedures, required documents, application period, and payment date for compensation for unauthorised transactions. The company will respond in cooperation with the police and government-related agencies.
The company will provide updates on its website and elsewhere as information becomes available, and will promptly announce any newly identified facts requiring disclosure.
| Item | Details |
|---|---|
| Event name | Goodwill Payments to Customers and Compensation for Losses from Unauthorised Transactions Following Unauthorised Access at the Company |
| Date of occurrence | 20 October 2026 (the date on which the installation of an unauthorised program by a third party was confirmed) |
| Date recognized / date notice received | 19 October 2026 (the date on which customer enquiries were received) |
| Subject Entity | GMO Internet, Inc. |
| Target Locations / Products | The Onamae.com Desktop Cloud service, its systems, and some customers' server environments |
| Cause | Unauthorised access by a third party through a security issue in the service's systems |
| Amount of Impact on Business Performance | Cannot be calculated at this time. The impact on consolidated results of the goodwill payments, loss compensation and other measures has not been determined. |
| Type of litigation or proceeding | Request for a criminal investigation and cooperation with the police and relevant government authorities |
| Court or authority | Police authorities (cybercrime division), the police, relevant government authorities, and government-related agencies |
| Suspended operations | Suspension of new applications and the control panel, sequential suspension of servers for all plans, and suspension of network connections to the affected systems |
| Measures to prevent recurrence | Fundamental renewal of the security architecture, provision of a replacement service, blocking unauthorised transactions, forcibly disconnecting all active sessions, emergency monitoring and deterrence measures for unauthorised transactions, and blocking communications |
| Outlook | By 23:59 on 30 October 2026, the company will announce how customers will be notified of the goodwill payment, the procedures for receiving it, and the payment date, as well as the launch date and application procedures for the replacement service. By 6 November, it will announce the application procedures, required documents, application period, and payment date for compensation for unauthorised transactions. The company will respond in cooperation with the police and government-related agencies. |
| Planned follow-up disclosure | The company will provide updates on its website and elsewhere as information becomes available, and will promptly announce any newly identified facts requiring disclosure. |
Items this document does not state (12)
These are items the company does not state in this document. We do not leave them blank, nor fill them in from other sources or by inference.
The reasons the company gives
The company's own explanation, not something inferred from the numbers.Because customer information was taken outside the environment through unauthorised access by a third party, and transactions not recognised by the customers were identified in some customers' trading accounts. The company will prioritise customer protection and renew the security architecture without restarting the current system infrastructure.