Discord is solving my tickets without response
Hi. I have no idea what to do at this point. I own quite a large gaming network totaling at around 80k + members across a few discord servers. I own one of the most successful USA GTA RP servers and my account was disabled about 2 weeks ago.
This has happened 3 times in the past. Keep in mind, we ban people from our GTA RP server every day. So I am used to people spam reporting me for shits and giggles. The times it happened I would reach out to the discord abuse email and they would sort it out for me.
This time around I thought it would be the same. However, I noticed that I can't email them anymore. I am forced to use the ticket system, which I am fine using. The same day I made the ticket I got a reply from Clyde the bot saying my account would not be reinstated.
I am trying to reach a human working at discord to take a look at my case. My discord server is a huge part of our community. We have 30+ staff members making helping out and we post all our updates and announcements on our discord server.
I have replied to my ticket twice explaining everything and begging for a human to take a look at my appeal. Today, after about two weeks of opening the ticket it was marked solved without any communication.
I am devastated by this, and they have no idea how much this impacts me and my community. All I am asking for is for someone that is not a bot to reach out to me. Every time in the past when I've been spam reported by trolls I've had a human assist me very quickly.
I don't know what to do and I don't know who to reach out to. This is ridiculous
And to top off the irony I received an email a few days ago from Discord. This was the email:
"We read some self-help books that said the best relationships have great communication. So, how was your day?
While we've got your attention, we wanted to tell you that your yearly Discord subscription will automatically renew on Aug 11, 2023! Unless you cancel between now and one day before that date.."
Seriously, Discord!?
-
Personally I highly advise contacting through twitter, (the @discord and @discord_support twitter accounts), and getting attention to those who use reddit, (discordapp, considering the size of the server), considering they rarely if ever actually investigate these due to also limited information according to ex-employees that left, and it being a general mess to really appeal hundreds of people daily basically; Unfortunately I encountered a similar problem with a smaller discord server for WWII research content, which in turn was only 170-200 members, (I have heard of several other discord servers getting targeted in a recent blanket ban recently though), but was a inactive discord server (even if this is with different reasons, it's unusual for a situation though), from around 2020 or so (existed before 2017), it's rather appalling to deal with this though, I have not gotten contact in nearly a week by now, so that was expected, a referral was left as "solved" but no reply strangely by the "Discord Support & Trust Team" according to the support ticket I had made yesterday, which was unusual, but it seems they are paid by the amount they mark as solved supposedly, or in effect, automated AI/bot responses since apparently the social hub claims those are "final" but the emails at "trust & safety" say to ignore it, so it's a confusing situation, unfortunately internet customer support/human resources are like this now still too.
0 -
Thanks for the reply. I just tried creating a reddit post but it was auto-removed by the moderators due to my account not having enough karma or something. I am not a reddit user so I am not so sure.
I really wish there was a way I could reach out to them somehow. I tried twitter the first day
0 -
I recommend tweeting or directly replying to relevant posts on both twitter accounts, reddit is probably r/discordapp or whatever though, or if you know a ex-employee of discord or someone that can provide information about it, reach out to anyone that can help or verify claims/support you though, because people can comment on these requests in some cases, unless it's a trust & safety matter with discord terms of service and community guidelines, which are intentionally vague due to legal concerns though, just try anything though, but the one thing they listen for sure is legal problems in the case of EU or U.S. based countries though.
0 -
I will try tweeting? I sadly do not know anyone that works at discord or has. I knew I should've applied for partner a long time ago..
0 -
Well, discord still goes after, even open communities, I've heard of a 5,000 member one that got affected before in the past though, closed communities are usually affected first, and older discord servers though unfortunately.
0 -
My servers are fine, though. Luckily I have trusted staff members / management team that can moderate in my absence. I just want to fix this
0 -
Alright, normally if a Discord Server gets too many reports, or even a joke for say, age request problems since this is more directed towards a specific user, but in the case of TOS and community guidelines, they consider it a "private" information, so it can't really be viewed, I do recommend getting your data package requested though, Discord tends to just straight up ban the entire community (or gives non-staff members without management roles a warning or nothing, as TOS and guidelines stuff don't give one as noted though), in a blanket ban, like a "shotgun" compared to a "sniper", usually it targets those with staff roles, since they basically accuse them of "not doing anything", even though in quite a few situations, it's inactive discord servers, or ones with out of context screenshots, they don't even provide evidence of it happening for said discord TOS and community guidelines, but only give the reason (sometimes), not everyone gets the email though, of what could of caused it though. Practically might be better to reconsider a different platform though.
0 -
I mean, yeah. It's my discord account / user that has been spam reported by trolls. The discord server is so big that I don't think discord would automatically take action on the server without looking in to it. My account got disabled for breaking TOS. I just wish I could somehow find a way to get in touch with a human that works at Discord and not have all my tickets just get automatically solved without replies.
0 -
It's a similar case here, I had a referral to a previous support ticket, sent yesterday to a previous case, to add more details and for more assistance. I also linked all other support tickets (3x) and feedback or questions (1-3x), which in turn got ignored or left as open or marked as "solved" with no reply, or the ones that did get reply, were automated messages, but the Discord emails tell me to ignore said messages as the emails are no longer in use, so it's pretty much nearly impossible to get in contact with discord's support team, since it's probably nonexistent due to the switch to automated moderation and appeals/feedback, which is also full of scam support people, as in people that you can prove are not discord support by looking at the url link, but otherwise it's only 2% of users from a Discord Transparency Report from 7/13/2023, that only 774 people had successful appeals, which is disappointing levels of service for a large platform though, my Discord account is still disabled despite literally nothing proving that I even did anything, even then it seems to be out of affiliation for being in a inactive discord server that got mass reported, which happened around 12:00 AM PST, 7/12/2023, the disabled/banned Discord account was seen at 12:03 AM PST though, otherwise it's why I recommend to prepare to move onto other platforms due to disheartening, or otherwise disappointment levels of customer support/human resources, not even platforms like Microsoft, Google, or Youtube even do this though, because at some point they do give you a "human support agent", and the general treatment through the appeal or feedback/questions processes, though, even then the treatment is mostly automated AI/bots responding though.
0 -
I'm sorry all that happened to you. It really does feel unfair that such a major company can have such disregard for its users.
I now got a reply from their support twitter. They just repeated what Clyde the bot said and said that my account will not be re-instated.
What really stings about this is knowing that I haven't done anything wrong. Being the owner of these large servers I have always known I've been at risk of losing everything if I ever slipped up. I've been professional and treated others with respect every single day.
I have a wonderful community with plenty of staff members to assist with keeping the servers clean and healthy. And now out of the blue discord bans me and won't give me any explanation as to what I have done. Which I know is nothing.
1 -
That's just really painful to hear really, It's not the first time I've seen it happen to other people, and I know it won't be the last unless something happens to get support services fixed, which is obviously very possible, if other companies can do it with not even the same amount of revenue left alone staff size. It's a similar case over here, I was dealing with a personal case for someone, only after finishing the conversation (that was why I was up at 12 AM PST), that Discord decides to wipe out a entire inactive Discord server from 2017-2018, then I got affected due to affiliation by being a temporary server owner at the time, and it was in the process of being deleted or archived or would of had ownership transferred though. The Discord server that was affected was also inactive for years now, by 2020-2021, but it seems like it got deleted or archived by Discord, simply because someone likely reported it out of spite or possibly by a troll though), as around that time it seems to be linked to a coverup and to blame it on some other server, since on a different platform, said user got banned there, which was blamed on everyone else of a certain community group, so that is likely what happened. From what I have heard from others that were affected, and those who did not get banned, were not staff members or had management roles though.
Although it seems to be part of a larger Discord server and members on the platform banwave (similar to the increase in underage accusations bans and historical content/firearms related content bans though for presumed "glorification of violence", because they use the blanket term for the Discord TOS and Guidelines, which as quoted, is the following:
"or was involved in servers dedicated to such content."
(full message edited out, as it was filtered due to "pending comment", due to it containing the full message of the Discord Terms of Service and Community Guidelines though), I'm not even sure why it occurred despite it being encouraged for Discord to be used as a communications platform or voice chat platform.The key point is the "or was involved in servers dedicated to such content", in this case, it was over the laws of war and whatnot though.
That has been happening ever since the automod bot got added to Discord strangely, since it barely seems to be under investigation, as not even a few minutes of scrolling would reveal it was years ago, inactive, and not even infringing on the TOS and Community Guidelines at the time, it practically feels like "ex post facto law", e.g. making it not allowed to do things, that were once allowed, such as for example, I even heard of those "wholesome" communities, getting targeted in the past, which is unusual, but reddit posts seem to confirm it did happen a while ago strangely, due to the discord server deletion and blanket ban method though.I definitely would keep those people you know of, friends and staff members, updated and prepare for a different platform in-case, because remember to not back up anything sensitive, important, or of any legal case, onto a platform that you know for a fact is not secure.
In this case, I already started moving on from the incident from 12:00 AM PST, 7/12/2023, considering the difficulties in even doing anything, unless someone bothered with it though.
Good luck to you though, I hope it gets resolved somehow soon at least, but I recommend messaging either platform though for the Twitter's accounts, @discord and @discord_support, but they can only really be of limited help unfortunately. Besides from that though, feedback and comments do occasionally get checked if it's a "help & support" support ticket, and listed as a "general question", but recently it's been mostly marked as solved, open or no response, automated AI/bot responses, or other people pretending to be discord staff, but the URL shows if they are or not though, but otherwise it's a mess for a support system for discord though, I'm not even sure how they'll even keep up with this though. They probably do check this occasionally, or rarely though, but it's likely less than a few cases though out of the hundreds daily, and thousands weekly, if not hundred of thousands in larger discord server cases though.
1 -
I called, sent a letter, tweeted, facebook replied, direct messaged, etc. Always ignored.
3 -
I just lost a 300 members server-
1 -
I’m getting no reply as well.. Keeps closing my tickets i’ve sent all the proof they asked for what is this???
0 -
their aggravated fraud and labor abuse. I was a nitro subscriber for 1 year and there was a raise, but the worthless discord team told us that since you are old supporters, you will continue at the old price. The reason they don't unban me or check the demand is because they think I will take it again and give more, but from now on, I won't give a penny on discord. Indifferent and fraudulent discord team..
0 -
Did you get ur account back
0 -
this is the biggest bullshit. same exact thing happening to me.
2
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
Kommentare
17 Kommentare