My account has been suspended, can I appeal the decision?
Why has my account been suspended?
If your account has been suspended, or if you receive an error when trying to create a new account, it is likely because you have violated the app’s Code of Conduct. You can consult this code in the help section of the application.
Except for very rare errors, we do not suspend accounts without a valid reason. We never suspend accounts arbitrarily or without clear evidence.
If the suspension resulted from an abuse report submitted by another user, please note that the validity of that report has been verified. We do not act on false reports or reports that fail to provide sufficient evidence.
Most suspensions are carried out without prior notice. Blocks are applied to the individual, not only to a specific account. If the rules are violated from one account, all associated accounts may be lost, devices may be blocked, and the creation of new accounts may be denied. Blocks are, in principle, definitive.
Can I appeal a suspension?
If you wish to correct your mistakes, we offer second chances through an appeal process. An appeal is an exceptional opportunity offered by the company to review certain moderation decisions.
An appeal is not a user right, and there is no obligation to accept, process, or resolve an appeal favorably.
Not all suspensions are appealable. In particular, suspensions related to drug sales or other especially serious activities cannot be appealed and will not be answered.
Appeal process conditions
The appeal process is an administrative service offered by the company and requires time and resources from the moderation team. Appeals are subject to a fee.
Payment of an appeal does not guarantee account reinstatement or a favorable outcome under any circumstances.
Important information about suspensions and appeals
Attempting to circumvent a suspension by creating new accounts, using other devices, involving third parties, or repeatedly opening requests does not speed up or improve an appeal. Such actions may generate additional blocks and negatively affect the evaluation of the case.
Likewise, the time elapsed since the suspension may be taken into account during the evaluation. Appeals submitted after long periods without contact, or after attempts to force access to the platform, may have reduced chances of being reviewed.
Minimum requirements for an appeal to be considered
For an appeal to be evaluated, active cooperation from the applicant is essential. At a minimum, the appeal must:
– Provide complete and truthful information in the appeal form.
– List all email addresses and accounts used, past or present.
– Clearly explain what the user did and which rule they believe was affected.
– Demonstrate understanding of the violation committed and the reasons for the measure taken.
– Maintain a respectful and constructive tone throughout the process.
Appeals containing insults, sarcasm, inappropriate tone, disrespect, or threats will not be considered.
Common reasons for appeal denial
An appeal may be denied based on one or more of the following circumstances, without the need for all of them to apply:
– Incomplete or inaccurate information in the appeal.
– Failure to clearly explain the behavior that led to the suspension.
– Incomplete or incorrect listing of associated accounts or email addresses.
– Lack of acceptance of responsibility for the actions taken.
– Incoherent, contradictory, or changing versions of events.
– Failure to follow the instructions provided during the process.
– Repetition of the same arguments without providing new information.
– Opening parallel or duplicate requests.
– Improper use of support channels.
– Existence of prior violations.
– Nature or severity of the violation, incompatible with reinstatement.
Conduct during the appeal
The appeal process must be handled with respect and cooperation. The use of aggressive, insulting, accusatory language, the submission of false information, or repeated pressure on the team may result in the closure of the appeal.
What happens if my appeal is denied?
If an appeal is denied, the suspension remains in effect and access to the platform will not be restored.
Subsequent appeals must provide new and relevant information in order to be considered.
Appeal form
You can find the appeal form at: https://www.machobb.com/appeal
