Why is there an 'Appeals' section in support if only bots answer? Isn't the point to have a human investigate an action that discord's bots/programming made in the first place?
I just want to understand why would discord have a system to appeal actions on user accounts if a person isn't there to investigate what happened. If no one responds to the appeal, doesn't that take away the whole purpose of the system? With all the thousands of nitro users, surely they can afford to hire more people to help with the overload of tickets at times with higher traffic. 24-48 hours is a reasonable response time, but days to weeks to months even for some or simply disregarding user tickets is not okay, especially from a platform as big as discord. Especially if there is a system in place to delete accounts after 14 days… I wish there was more display of care for the users who cherish this platform and have been loyally using it for years and building communities and relations on it.
Why I care:
My account got disabled on xmas day just after I had received a DM request from a user with a profile from 2016 saying they were a discord partnership manager or something of the sort assembling a social server for the so called veterans of discord. I was in a good mood and thought why not as this person seemed fairly normal - aka I did not get scam vibes. They asked me questions about my profile pic and the artist etc while inviting me to said server. When I joined, there was a rules channel and get roles channel. So I clicked the checkmark and interacted with the post for the roles and nothing happened. The person dmed me saying the bot is slow but I will get roles soon. I was also just chatting with friends in VC so I had been giving this very little mind. Probably 5-10 min after the fact, I'm booted off discord. I thought I had been hacked at first, but when I attempted to log in, it says my account is disabled. I didn't get any other message on the screen, no warning beforehand, and no email ever saying what happened or why my account is disabled. My only guess is I was spam reported by their bot but I don't even know if that is a thing. So now I have to make an appeal and I don't even know what I'm appealing…
After I put in the support ticket, Clyde responds 2 days later saying I either broke ToS or community guidelines. I responded again asking for a person to review, but 8 days later I get the same Clyde response again. So again I asked for a human and all I can do is wait and hope that it does reach a human. I read that many people were being falsely accused of being underage, so I figured maybe that's what was done to me as well so I also entered a ticket updating my age. This one has not even had a bot response, but yesterday there was activity on it which I fear puts it back to the end of the list again. Does it mean they just ignored it after opening it? :( I'm 11 days in and my account of 9 years with nitro and all is going to be wrongfully be deleted by a bot while the person who targeted me goes on to do the same to other unsuspecting individuals. I remembered their name and tried to report them, but all I can do is indicate that their profile is spam and I don't know what good that will do. They were a mutual in Genshin Impact's server so I told the mods there what happened and they wasted no time banning them from their server. I wish discord could be just as careful.
Note that I also reached out on reddit ( I don't user reddit normally so I don't have karma so I believe they ignored me for this), Facebook, and twitter. All radio silence. They didn't even acknowledge my messages.
Meanwhile, I put in a ticket about issues receiving emails and I get a person answering within an hour or two. But unfortunately they can't help outside the scope of their ticket section.
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Yea it's a shame that discord mistreats OG users like this. I got banned for no reason on 22nd of December and I had my account since 2016 as well. It shouldn't be that easy to get banned from discord with an account that has been crispy clean for 7+ years. I calculated that I spent around 800€ for Nitro and server boosts in all my years using discord. I even recommended discord to most of my friends back then. It's disgusting how we get treated by the support. You think being on discord for so long and having servers with more than 100 members will help you. No, they will still ignore you and hackers, frauds, scammers and trolls will continue to wreak havoc on this platform. I read that some people eventually got their accounts back by re-opening tickets but be sure that it takes a long time…
Good luck!5 -
Thank you and I wish you the same… that really sucks. The point of Trust and Safety should be to keep the community safe but the community takes the fall and the trollers, scammers and evil people just keep doing their thing. Maybe ban the people who own the servers that lead to disabling user accounts, remove the malicious bots, don't disable accounts reported by bots, etc. I can understand why they would temporarily disable accounts - I would imagine it's best to stop something bad from happening first and then take the time to investigate and then reinstate once it's cleared and give the user a warning and explanation of why their account was disabled in the first place so that they can avoid it in the future. There is just so much to say. Instead, it's just a disable leading to an auto-delete system which is so mind-boggling to me.
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Insane that this is getting no attention it was the same person for me approximately the same scam. I have a largish server that is monetized. They don't care. They're just letting people be victimized.
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Marsarita LIT LIT LIT It's actually insane how only 15% of discord employees are on this Trust and Safty team when there should be way more to deal with false bans and actually punish users who abuse the reports but no, they just take your money and then ignore you
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Yes, I don't understand that. They need to have a live chat system in place. If Amazon can do that, so can discord. And so many smaller companies always have a number to call or live chat. I think things could be sorted so quickly if they did that. If they would check ur account live with you directing them, they could easily deal with both appeals and punishing the accounts that actually should be punished to start with. Imagine if they just IP banned these people and then we would have less people falling victim to the same scams.
Not to mention, if they really care about stopping the bad content, how does only banning someone's account help with that? And why is the content that gets them banned able to remain posted in a server? Because you and I both can make new accounts without issue. So if we were truly guilty of certain offenses, we should not be let on the platform again. I'm glad they haven't gone that far because too many innocents are affected by their inability to identify people with ill intent, but logically, that is what you would expect to happen.
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How exactly do you reopen tickets? Just write a bunch of followups?
Is that better than creating new ones?
How do I make human staff see the tickers if the bots keep closing them automatically?
These are questions I desperately need answers for, since I'm currently suspended unjustly and Clyde thinks I'm only temporarily Limited. I will lose my 8 year old crispy clean account if they don't respond on time 😟
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