1. Was this incident caused by the recently publicized PHP vulnerability?
The development, maintenance, and operations service provider investigating the incident has reported to us that the unauthorized access was not caused by the recently reported PHP vulnerability.
2. I remember trying unsuccessfully to change my credit card information after placing an order. Could my information have been exposed?
If you performed this action between 1:55 p.m. JST on 21st October 2026, and 7:00 a.m. JST on 23rd October 2026, your card information may have been exposed.
We have contacted affected customers individually at their registered email addresses. If you have received an individual notification, please refer to “Group B: Customers Whose Full Credit Card Information May Have Been Exposed” for more information.
3. I have received a charge I do not recognize.
We sincerely apologize for the anxiety and inconvenience this has caused. Please promptly contact your card issuer using the contact details on the back of your card and explain that you have received a charge you do not recognize. Your card issuer will investigate and handle procedures such as suspending or reissuing your card.
4. Are credit card payments at other Good Smile Company official stores also affected?
Purchases at the Good Smile Company US site, Good Smile Company Europe Online Shop site, Good Smile Company Europe site and Good Smile Company UK site are outside the scope of this exposure and therefore not affected.
These stores operate on separate systems from the Good Smile Company Online Store, where the unauthorized access occurred, and are therefore unaffected.
5. Could my information have been exposed if I paid through PayPal or Amazon Pay?
No exposure of payment information processed through PayPal or Amazon Pay has been confirmed.
However, order information (names, addresses, telephone numbers, email addresses, etc.) may have been exposed for some customers with unshipped orders made on the Good Smile Company Online Store, regardless of payment method.
We have contacted affected customers individually at their registered email addresses. If you have received an individual notification, please refer to “Group C: Customers Whose Order Information May Have Been Exposed” for more information.
6. I received a payment error notification for a preorder while the store was closed. Will my order be canceled?
Your order will not be automatically canceled.
As the store is temporarily closed and it is currently not possible to retry payment on your end, please contact our Customer Support team for assistance. We apologize for the inconvenience.