Skip to main content

Suspension and appeals

Occasionally an account is suspended — most often for something in the anti-fraud checks, or a breach of the terms of use.

You keep your session​

A suspended account stays signed in. This is deliberate. You are shown a screen explaining the position, carrying the recorded reason, and offering an appeal.

Being unable to find out why, or to say anything about it, would make suspension a dead end. So the session survives specifically so it does not.

Appealing​

The appeal button on that screen raises a support ticket with the category Account appeal. It goes into the normal support queue, you can follow and reply to it in the usual way, and a person reviews it.

Say what you think happened. If several people share a device or a network — a station, a shared tablet — say so, because that pattern is a common false positive.

Automated decisions​

Accounts are not suspended by an automated decision alone. Flagged accounts are listed for a human to look at, and most are not affected at all. A small number are asked to verify a mobile number before continuing, and that number is used only for the verification.

The one exception is where a browser was previously used by an account a person had already suspended. There, the earlier human decision carries across.

You have the right to ask for human review of any decision about your account and to challenge it — see the privacy policy.

Reinstatement​

Reinstatement reaches an open session live — no sign-out and back in, no waiting for a cache to clear. If your appeal succeeds, the app simply starts working again.

Your data during suspension​

Nothing is deleted by a suspension. Your account, templates and entitlement are intact, and a reinstated account is exactly as it was.

Reports in progress are on your device and are unaffected — they were never ours to touch.

A different thing: referral bans​

Being stopped from earning referral rewards is a separate, narrower measure. An account in that position works completely normally, including Premium; it just does not accrue referral days. If you believe that has been applied in error, raise a ticket.