Somehow explaining the Discord false bans and support issues
Hi and welcome to this wannabe article about what in the world is going on with Discord Support and Discord false bans situation right now!
Now, I am not a professional at such things, but I'll try my best at explaining things.
If you got banned and Discord didn't send you any e-mail regarding the reason of ban, check out this post: (https://support.discord.com/hc/en-us/community/posts/21377452016535-To-people-who-got-disabled-with-no-email-respond-PLEASE-READ)
If you got unbanned, please say that you did and I'll put it at the end of this post.
I personally know 5-10 people that got suspended for being underage, including me (most of them got unbanned as well!), and honestly. I think this whole thing is a literal joke. However, I am trying to understand situation they're in.
So, what exactly is going on right now?
Honestly, I don't even know. Recently, there's been an increasing number of people being randomly banned from Discord. Most of these bans are for being supposedly underage which in most cases right now, is false. Why? Because Discord's AI made for flagging inappropriate content can't see context in messages like “why did you do this?” “I'm 12”.
Okay, but this reason is actually one of the ones that can get you unbanned, right?
While yes it is like that, and people try to send appeals and such to Discord Support, but they just keep ignoring you as if nothing had happened, leading to a deletion of your account 14-30 days after getting banned. Again, why? Discord Support consists of 210 people, according to Better Business Bureau(BBB), and additionally, Discord stated that they are experiencing an increased amount of tickets flowing in on BBB, and by combining both the low employee count, and tickets being sent at very high rates(based on my observations, it's around 25-30k tickets per 24h, and increasing, which gives us around 17.3-20.8 tickets per minute) + their support not being 24/7, Discord Support just cannot keep up with them.
Is there any way they can slow down tickets flowing in?
Well, let me introduce you to Nelly.
Nelly is a Discord's mascot, representing white robotic hamster. You might have noticed that your ticket got closed by someone named Nelly. Let me explain why that could've happened to you.
According to a comment of Nielk1 (https://support.discord.com/hc/en-us/community/posts/17016859631895/comments/17020384744087), Nelly is also a bot used by Discord that checks if a certain ticket is ‘correct’, or ‘valid’ and probably prevents you from spamming multiple tickets in a short period of time. This obviously helps keep the queue down, but it is clearly not enough, as we all might have noticed, and might be a bit faulty, as some people stated they get their tickets simply closed without any warning, even when they send a single one.
So, how do they plan on addressing these issues?
That's a good question because to be fair, no one knows what and if Discord plans anything to address this mess.
Theoretically, it's simple. Hire more employees in Support Department. And you might be right, because they're clearly understaffed and they make a lot of money (in 2022, according to https://www.usesignhouse.com/blog/discord-stats#discord-revenue their revenue was ~$428m), so they can probably afford more employees. But they also need experienced people in “Customer Support” (i think?) category, which may or may not be hard to find. And we don't know if Discord even wants to hire anyone, or what their expenses are, which makes it harder to make assumptions like that.
Well, What can I do after getting banned?
Currently? Send an appeal and pray. Pray that they will actually give you a positive response before your account gets deleted (14-30 days after suspension I don't know if they actually delete accounts when your ticket's open). You could try DM'ing them on Twitter (https://twitter.com/discord_support), but I heard people don't get a reply too often. Although it's worth a try.
First of all things, keep only ONE ticket open. Opening more will make their work harder and these additional tickets will be automatically closed by Nelly, as explained in “Is there any way they can slow down tickets flowing in?”. If your ticket gets closed without any response, just add to conversation that your issue is still not resolved. If there is literally no activity for 7-14 days, you should do the same thing. If your ticket had an activity but there was no response and the ticket is still open, that means your ticket was seen by someone, but probably ignored (if there's no response after 2-4 days). I recommend waiting those 2-4 days and after that period of time, saying the issue's not resolved still.
Also, two of the more important things in tickets, be nice to them. And keep your tickets short and fitting the topic you choose(to avoid Nelly closing your ticket). This gives you a higher chance at getting a response, as they most likely will be more willing to respond to nicer people first, and not be so quick with the not nice ones. After all, they’re humans like us.
And most importantly, be patient with them. They take some time to answer (sometimes too much, obviously), but to be honest writing an appeal to them is better than doing nothing.
Other than that, there is nothing you can really do. Maybe talk about your issue on Twitter or TikTok, but it'd require the posts to blow up to even get noticed by Discord on there.
But be ready, because you might not get back your account at all, which is very likely to happen in current situation.
Hope it helps you understand the situation as a whole and help people get their accounts back! Remember that I am just theorizing about this whole thing, followed with some facts 'n stuff.
People who got unbanned already:
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Who else here got their account back after being hacked?
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Regalfin3800
the no one ticket, was your issue fixed?
nope, my account is still hacked
Discord Trust & Safety responded to me on another account saying nothing can be done… I don't understand what they mean by that when all they have to do is change the email for my account… hopefully they don't say the same thing on this account… and Discord Twitter still hasn't responded to my question.
It's just an automated response. It's very easy to revert stuff, it comes down to an issue of understaffing and for the instances staff do look at things, not always giving enough time to investigate and see the situation to resolution. I've heard some people have sent in 10 and even 18 tickets, one at a time after each prior one closed, until finally getting their accounts back. Other people might just need to submit one ticket however, and get their account back after 24hrs to 3 months. The info you provide in the ticket can be very important sometimes, but there are some cases that make me question it since they'd get their accounts back without said “important” info.
also Blaze106 what happens if you can't mark the ticket as solved? Does that mean it's been sent to you?
I'm not sure what you're asking here. Could you reword the question for me please.
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Blaze106 usually there's a button at the bottom of your ticket that says “mark as solved” but I don't have that button on my open ticket, does that mean anything?
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Regalfin3800
I was able to reopen one of my tickets and checked, it does have that at the bottom. I have no idea if it has greater meaning beyond the fact you can mark your own ticket as solved.
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Blaze106 what do I do when my ticket got closed with the Discord Trust & Safety and I can't open it back up? I've tried asking them to open back up the ticket… but they won't do that idk why.
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Regalfin3800
Blaze106 what do I do when my ticket got closed with the Discord Trust & Safety and I can't open it back up? I've tried asking them to open back up the ticket… but they won't do that idk why.
After some automated responses, your ticket can't be opened anymore. These ones are typically with a message from discord saying nothing could be done. I believe the only thing you can really do is make a new ticket.
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Blaze106 Two people responded to two tickets a minute after they've been messaged to Discord, Kevin L and Harlett, are these people bots or possibly people? I don't even know how they reply that fast.
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Gargolda7200
From everything I've seen, any response you get on a ticket will likely be a pre-made response, so regardless of if it's a bot or a real person, it's automated based on the circumstance. Even in instances that people get their accounts back, they often are written in a way that feels copy paste imo.
My guess to this type of stuff is that different accounts function like bots and provide automated messages, but from time to time, real people can direct those accounts to provide certain automated responses to fit the circumstance/situation.
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How the heck do yall get your ticket solved in only 11 days? It's been 16 DAYS and they still haven't said anything.
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I just got my account back 1hr 20min after my 9th ticket was submitted. pretty much exactly 3months since I got hacked.
only real change to what I'd done before was selecting the option that I got an email saying stuff was changed without my permission1 -
Actually, Blaze, since you have your Discord account back, can you show me what you sent to them? I can probably use that for my help, if you can tell me your user I can friend you with my (hopefully temporary) alternate account and we can discuss more.
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Regalfin3800
surround my name with underscores, that's my temporary tag rn0 -
Blaze106 sent
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hii i have the same issue, i had like 2 warnings out of nowhere bc i went to sleep and woke up to that, they are about child safety but i dont remember doing anything to be honest, the email just says i broke discord's rules but i was able to login into my account and says the suspension is lifted until 2026, im so confused and i really need my account back, please help
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Isa la pizza yea uh I think you’re screwed, Discord’s crappy customer service has a chance to not tell you anything about what you said. Even if you email them asking, they won’t tell you either, I don’t know why they do this. But yea you won’t have this removed until 2026. You can try and search up any key words that got you warns. (For example the discord bots have something against absolute) or since it’s child safety, it may be you saying a number below 13 as that gets you banned… somehow…
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Ohh I see, I got a response from the Clyde bot saying in won't get unmanned but I want to talk to a real person, is my ticket still open? And won't my account get deleted?
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If you got like 2 warns, your account shouldn't get banned (idk how the whole disabling account thing works) unless they straight up say so. Also if you message in your ticket it'll automatically open again.
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Its so werid that
my latest one was assigned by “nelly” then 50 minute later, unassigned? (still resolved), any clue what does this mean?
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I'm in a similar situation right now, this is frustrating :(
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i got permanently suspended for literally saying the number “12” in a server, not even my age, just the number. theyre not replying and its so infuriating
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Hey ya, i have been unbanned from discord (around 1 weeks 6 days 22 hours), its crazy that despite my 5 active ticket, its solved all together
My theory is, spamming ticket can push back the queue but does not affect the support, as it is arranged like a folder
example: [EMAIl]
[EMAIL] > [SUPPORT] > [TICKETS]This can help them to be faster and more “organized”
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