Thank you very much for your warm support for FC Tokyo.
On November 22, 2024 (Friday) around 17:00, an email titled "[FC Tokyo] Notification of Completion of Automatic Renewal Payment for 2025 Annual Tickets" was sent to members of the SOCIO and OFFICIAL MEMBERSHIP automatic renewal program. Due to an operational error during our work, there was an incident where the purchaser information of a different individual was included in the email sent to the intended recipients.
We sincerely apologize for the great inconvenience and concern we have caused everyone.
Regarding the handling of personal information, the club will thoroughly implement strict management across the organization, and will strive to establish preventive measures and ensure thorough internal education to prevent any improper handling.
Once again, we would like to report on this matter as follows.
1. Background
(1) On 11/21 (Thu), for the early application period for the 2025 season targeted at OFFICIAL MEMBERSHIP BIGFLAMES PREMIUM members for the 2024 season, we will process the payment for those who have chosen automatic renewal.
(2) On 11/22 (Fri) at 17:00, based on the payment results, an email was sent without noticing that the recipients and purchaser information were misaligned during the creation of the email regarding the payment results and purchase information.
(3) After 17:00 on 11/22 (Friday), we received notifications from multiple individuals stating that "the purchaser information is different," and we have understood the situation regarding this matter.
(4) 11/22 (Fri) 17:10 From the investigation of the email sending history, it was found that 142 cases are within the scope of impact. In accordance with personal information protection regulations, we will collaborate with the internal legal department.
(5) 11/22 (Fri) 19:33 An email regarding the report and apology for this incident will be sent to the relevant parties. Additionally, a request to delete the email will be made.
2. Incorrectly Sent Content
・Reception Number
・Full Name
・Purchase details for the 2025 annual ticket (SOCIO number, purchased seat type, purchased seat number)
・Purchase details regarding the 2025 OFFICIAL MEMBERSHIP (membership number, application course, whether name can be listed on the official homepage, whether to decline benefits, uniform size, My Favorite Player)
・Payment Amount *Information that allows access to pages where personal information such as member My Page can be viewed is not included.
3. Cause
This is due to human error in the operation of setting content for the target audience.
4. Measures to Prevent Recurrence
In addition to the person responsible for email distribution, we will designate a person to verify the consistency of the distribution content and strengthen the checking function.
・We will consider the introduction of an automated distribution tool instead of manual email distribution settings.
・We will conduct re-education for employees regarding the handling of personal information.
Furthermore, there has been no leakage of credit card information or transactions at different amounts due to this email misdelivery. Additionally, there have been no confirmed incidents of the mistakenly sent personal information being leaked to or misused by third parties, but we will continue to strive to understand the situation.
