Underage Appeals & Hacked Accounts Information
Hello everyone,
I am returning to the forums to provide useful insights and information for users having issues with the title of this post. Before I begin providing tips, I would like to make it clear that I am not a discord staff, rather, I am an ambassador volunteering to help provide helpful information for any users that may be struggling with receiving support.
In this post I will be talking about 2 different things:
- How to properly submit an age update form
- How to recover your account if hacked and/or disabled
How to properly submit an “Age Update” appeal form:
If your account was disabled due to indication of being underaged on the platform, you will be emailed more information regarding this subject, and you will be provided with steps on how to submit an age update form. If these instructions weren't clear enough for you, feel free to keep reading here.
Head over to the support website and fill out the form as follows:
Be sure to include the proper information that is being asked of you on this form. In the description, include that you were falsely reported. After having done this and filled out the information asked of you, it's time to get your picture ready!
This photo should include the following:
- Your face (make sure it is visible in the photo)
- You holding a piece of paper that shows your full Discord username
- You holding a photo ID that contains your date of birth
Please note that you can cover up any sensitive parts of your photo ID, but your face and your date of birth need to be clearly visible in the photo. The support team cannot accept screenshots, printouts, or other copies of identification and that the original ID must be presented. (this means no school ID as well.)
Once you have completed this process and taken your picture that includes all of the information presented, click on the “Add files or drop files here” button and attach the picture of your verification. Read through your ticket again, double check and make sure you have provided accurate information. After doing so, you're ready to click the submit button!
After you have submitted your ticket, there is nothing else that needs to be done on your end. The support team will handle the rest of the ticket once they get to it. As much as it sucks to hear, please remain patient throughout this process as the support team receives hundreds of age appeals per day. Rest assured, they will review your photo and your ticket once they get to it.
PLEASE NOTE: DO NOT SUBMIT MULTIPLE TICKETS. BY SUBMITTING MULTIPLE TICKETS, THEY WILL AUTOMATICALLY BE MARKED AS SOLVED, AND YOU WILL NOT RECEIEVE A REPLY FROM AN AGENT.
(If you accidentally submitted multiple tickets previously, wait until they are marked as solved. Once they are marked as solved, continue to write in your ORIGINAL ticket rather than any of the newer ones you submitted.)
How to recover a Hacked Account via the Hacked Account form:
If you have fallen victim to a malicious hacking incident, you can recover your account via the Hacked Account form on the support website. You can find this form here.
Once you have reached this form, fill out the required information being asked of you. If you cannot remember the full username and tag number on your account, you can just enter your username instead. Answer all of the questions as accurately as you can as this helps the support team further get an idea of what is being dealt with regarding your account.
Inside of the description section of this form, be sure to include as many details as you can regarding the incident. Include any attachments that can further verify what had happened.
After you have submitted this ticket, do not create any duplicates. Make sure you double check your content inside of your ticket, verify it is all accurate, and then click the submit button. Once again similar to the Age Appeal, you will need to remain patient. Rest assured an agent will review your ticket at some point.
Frequently Asked Questions / FAQ:
Q: Is it true that Discord accounts are disabled after 14 days?
A: No, accounts are disabled 30 days after you have received the email regarding your account being deactivated. If you have a currently open ticket regarding your account status, your account will remain intact until your ticket has been reviewed.
Q: I did not receive an email regarding my account being disabled, what do I do?
A: Make sure to check your emails spam folder. If you still do not see an email explaining why your account was disabled, it is likely you posted illicit content or were involved in servers that were doing such. The only thing you can do in this scenario is submit an appeal via the appeals form.
Q: How long does it usually take for my ticket to be checked?
A: There is no exact set time for tickets that are submitted, it can take up to 2-3 weeks at times, however, rest assured that they will be checked before your account is deleted entirely. Again, please refrain from submitting multiple tickets, and remain patient.
Additional Resources that may be helpful:
Privacy Policy: https://discord.com/privacy
Community Guidelines: https://discord.com/guidelines
Terms of Service: https://discord.com/terms
Safety Center: https://discord.com/safety
Thank you for taking the time to read through this post. I hope the information provided proves helpful in addressing any issues you may be facing with your Discord account. Remember, I'm here as a fellow user and ambassador to assist you, but please keep in mind that I am not an official Discord staff member.
Feel free to reach out if you have additional questions or concerns. Wishing you a swift resolution and a positive experience on Discord.
Best Regards, Haunt
-
Hello Sebastian Sobek,
I know we have spoke previously, however I will reply here as well for the sake of any other users with a similar inquiry.
Mistakes happen, that's normal. At some point, expect some of your currently open tickets to be solved with no reply. This is due to them being duplicates of the tickets you already have open. If this does happen, and all 3 of your tickets are marked as solved, refer to the part of the post where I explain that you should add a comment on your original ticket.
Thanks for your feedback, I hope this helps!
Best, Haunt
3 -
hello haunt
You say that I should add a response to my first complaint, but my account was closed a long time ago, and I opened it and the reason is that I am a minor. Three days ago, you closed my account again for the same reason, but all my messages were solved, and there is no response at all, and nothing comes to the email.
0 -
Hi haunt
I got my PC hacked and my Account got disabled due to Hacker spammed CSAM in my account, what would you recommend in this case?, I provide Police report and everything but most of the time it will get a bot respond immediately and mark as solved. I want an actual human to respond instead of Bot, since it already made me losing Job :(
0 -
Rozianist
I had the same incident on the same day as you. Regardless how much information you provide, a bot always responds and marks it as solved. Just after 22 days of my ticket remaining open, it suddenly closed today without a response.
0 -
no solution????
1 -
Slimthereaper
It's Very depressing man, I lost my job because everyone think I'm a PDF, While I didn't do anything, now I can't even reach my last hope. Discord actual human support:( Almost in the verge of suicide because of it, I hope Discord acknowledge this problem. Some problem can ruin and end someone career for something they didn't do. Police only told me to reach Discord support. for the sake of one innocent life that get ruined by hacker, I hope they review the evidence I provided.4 -
Thanks for some insight. I've sent an age update request just so they actually know I'm not underage. I'm still puzzled on why they think my account was compromised, because apparently they couldn't locate an email linked to my account?
1 -
Thanks for your guide but it doesn´t matter if there isn´t human support.
It doesn´t matter if you/me create a ticket, follow all steps, make good photos and much more…
if a bot close all tickets instantly.1 -
Hello Haunt, my account got disabled like 18 days ago and I had submitted 2 tickets at first. Waited for a week, no answer. Then I started getting scared, tickets after tickets, now it's been over 20 tickets. Then when they answered one of the tickets, they said my ID wasn't clearly visible, then I sent them a clearer one but they didn't answer or do anything with that as well. I now have one ticket that has remained “open” and I've sent that 14 days ago. Do I still have a chance? I REALLY don't wanna lose my 2016 account…
1 -
Hi, thank you for clarifying the process, I do believe that most people's frustration isn't the appeals process and getting that right. The problem with the appeals process is that getting a human response takes such a massively long time.
Being cut off from friends and communities that support each other in the modern world and how important discords place can be to some people such as myself can be incredibly painful, I think trying to clarify how long the wait will be is possibly more important to people.
1 -
This whole system is so dumb and stupid. My account got flagged for underage aswell. How is that even possible the account is from 2018 and i had multiple nitro transactions. A 13 year old cannot do that. This whole system is just bad and it shouldnt ‘take this long'. I just want my account back and its taking them ages.
3 -
Really good thread, as Fluffy Fishy said above I think the main issue people have is waiting long periods of time to get a response period, which is worrying and frustrating people.
1 -
It will be 1 week. I sent selfie after selfie. I spoke to Discord support via X(Twitter). They asked me to send another selfie, I sent it. but I'm still waiting. They are very slow.
1 -
Hello everyone,
Unfortunately there is no estimation on how long exactly you will be waiting for a reply on your appeals. However, rest assured that your account will remain intact while you have an open ticket. If you receive a reply in your appeal informing you that your account will not be reinstated, then creating more tickets will not change that outcome.
Hope this helps, good luck with your appeals, and use the tips provided in this thread if needed!
Best, Haunt
2 -
hello haunt
But the tckets are automatically closed, and many of the people I know have had their accounts deleted without any response, and even I have solved all the tickets.
0 -
Hello Haunt
My account got disabled 1 month ago for no apparened reason, never got an email. I was just sitting in a voicechat with friends.
The account is several years old and even got the early supporter badge.
I reached out to support and waiting 1 month to get something of a response but the ticked is just solved.
I allready responded to the ticked.
This is not a fun way to start the new year and i'm already stressed as it is.
Do you have any tips what to do?This is the ticked below.
0 -
Hello Jordy Penny,
If it has already been a month since your account was disabled, chances are it will be deleted soon. According to the information in the screenshot you provided, you were informed that your account will not be reinstated. If you did not receive an email stating the exact reason for your account's disablement, it was likely due to illicit content posted or associated with your account. Please make sure to be more aware of the servers you join and the activities that take place within them. I sincerely regret that this has happened to you, as I understand that the badge holds significant value for some individuals.
Regarding any potential solutions, unfortunately, there isn't much you can do at this point. The decision not to reinstate your account has already been communicated to you.
Once again, I am truly sorry to hear about this incident.
Best regards, Haunt
0 -
Hello Atoxic374,
Please make sure you refrain from submitting multiple tickets regarding the same issue. Your account isn't going to be deleted if you filed an appeal and you can provide the appropriate information to verify you're of age. If you're of the required age to use Discord, you can appeal the ban and your account will be reactivated.
If all of your tickets are marked as solved, add to the first appeal ticket you submitted rather than creating newer ones.
Hope this helps, Haunt
0 -
hello Haunt
No, you did not understand me. It was suspended five months ago, and I returned it, and now the same problem is back for the same reason, but I opened many tickets, all of which were solved. I did not expect there to be a solution for my account, frankly.
0 -
Thank you Haunt for the fast response.
It saddens me to read that but you are honest and I like that.
The badge was “special” but there are worse things in life.But does the nitro end automaticly, It is a yearly sub. The only financial value in this account.
Thanks again
Jordy
0 -
Hey Atoxic374,
Are you certain it's for the same reason and not another issue? Typically, Discord doesn't deactivate accounts after age has been verified once beforehand.
According to a statement from Discord's safety staff: “No. Once you've verified your age with us, you can't be banned for being an underage user again.”
Please review your email to confirm that the deactivation is indeed related to the same issue, rather than your account being disabled for a different reason.
Best Regards, Haunt
0 -
Hello Jordy Penny,
Once your account is deleted your nitro is automatically removed, so you will not be charged again. Again, I'm sorry to hear about the incident at hand, I completely understand and empathize with you here and your feelings are 100% valid.
Best, Haunt
1 -
hello haunt
Unfortunately, for the same reason, I do not know what the solution is. I was unable to communicate with them and I was unable to do anything even though I confirmed my age five months ago.
0 -
Haunt
you said that we can keep our account, until our ticket is solved - right?
But what about these bots, who closed tickets (like for me) all tickets in 60mins without a response.
That´s why I opend another ticket, and another one, repeat.
Bot is closed my tickets everytime.
I sent photos, ID, everything like this guide from email.
(Paper with Name#Number, ID with birthday and my face in one picture. I sent 4 different photos).
All tickets closed. I asked for a response (that´s why the ticket is open again, but not all), few are closed (Not solved) so I can´t make a comment anymore. Only with a new ticket.
Will be my account deleted after these 30 days?
Because I have no open tickets for this fail underage ban, because the bot close everything.0 -
hello HardLimiter
It happens to me like you, the bot closes all tickets. I have been frustrated with so many attempts
0 -
Is there any guidance over how big your face and where your ID should be in the picture for a quicker solution? I don't understand what is taking so long to verify an age discrepancy when I've submitted a very clear picture, I'm not sure an AI would be up to verifying the account from the picture though.
0 -
Hello Fluffy Fishy,
Ensuring your face is clearly visible and your ID information is legible should alleviate any concerns about retaking the photo. The support team specifically requires visibility of the birth date on your ID and does not utilize any other information. As long as these criteria are met, your submission should be fine.
A helpful tip could be using one hand to hold your ID and the other to display a paper with your Discord username. Setting a timer on your camera can give you ample time to prepare for the picture.
Wishing you the best of luck with your appeal!
Best regards, Haunt
1 -
Hello Haunt
This might sound troublesome, but is there any possible chance that the actual human support will reach to us, since me and a lot of people are a victims of “Game testing scam” that hacked your account to steal your personal information and log you off or worse, spammed Illicit content to get your account disabled, it seems not quite fair for us to have to pay the consequences for something we didn't do. If you have a suggestion, please do reply🙏
We don't want the account back, but just want to make sure that Discord know we didn't do it. It made us lose our career. Some even willing to show our Evidence, ID and face.
Thank you for your time:)
-Rozianist
0 -
So like, what if they just completely stopped responding to your ticket? I was getting responses before but now I'm not. Honestly no one should be waiting 2-3 weeks for a response. My account's been disabled for almost a month now.
0 -
Hello L_eegendYT,
I understand your frustration, and it's certainly concerning when there's a delay in ticket responses. It's not ideal to wait for 2-3 weeks without an update. In situations like this, you might consider trying a follow-up message inside of the ticket to inquire about the status of it. Unfortunately, delays can happen, but persistent efforts to communicate can sometimes help with the resolution process.
Best Regards, Haunt
0
Vous devez vous connecter pour laisser un commentaire.
Commentaires
68 commentaires