Square Enix has rolled out a new “group customer harassment policy” aimed at safeguarding its employees and partners from damaging behavior exhibited by some fans.

The company states, “Square Enix perceives that feedback, comments, and requests from customers are vital for the advancement of our group’s products and services. However, there are instances where certain customers take actions directly or through our support channels, or towards our group executives, employees, or partners involved in the creation and distribution of our products that constitute ‘customer harassment’.”

Such behavior not only hinders the ability of employees and partners to perform their duties in a safe environment but can also disrupt other customers. Square Enix has committed to not tolerating harassment, stating they will act accordingly as required.

Certain measures can include refusal of support requests, bans, or in severe cases, legal action including potential criminal lawsuits.

This action comes amidst a trend where game companies feel compelled to adopt clear measures against abusive fan behaviors. Recently, the studio Bungie won a $500,000 ruling against an individual who harassed and threatened one of its community managers. Colossal Order’s CEO Mariina Hallikainen also cautioned against escalating toxicity within communities, hinting at possible withdrawal from engagement with fans if the trend continues.

In a recent Reddit thread, it has been revealed that Square Enix has previously encountered considerable amounts of abuse. In February 2024, Final Fantasy writer Kazushige Nojima expressed feeling “afraid” after receiving “insults and violent words” from a supposed fan. Similarly, voice actress Sena Bryer disclosed experiencing transphobic abuse, including threats to her safety and family as a result of her portrayal of Wuk Lamat.

According to GDC’s 2023 State of the Game Industry survey, a significant 91% of participants acknowledged player harassment as a prevalent issue within the industry, especially affecting women and members of the LGBTQ+ community.