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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It would be good if someone of you will write the results of our tries to get back our accounts, as azguendare did.
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White Mobster
Great idea! I'll actively update this post to contain people who got unbanned!0 -
im so confused because one of tickets got solved but it hasnt opened my account
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why clyde bot saying that indicated too young to view NSFW content which is 18 years old instead of older 13 ? but instead lift the restriction account ?
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Hello, can you send me their email? Thank you, I can't find their email support
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Unfortunately, they don’t accept e-mails anymore. The only way to contact Discord Trust & Safety team is via tickets.
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Probably Nelly tagged your ticket as solved because it thought that it’s invalid (I am not sure if that’s what happened.) Try to respond to that ticket and say that your issue is not resolved still.
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I don’t quite understand what you’re saying… So you have been restricted from viewing NSFW content, or did your account get suspended?
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Not gonna lie I don’t think I’ll continue using this app if I lose my account to this false age stuff. Shows how much they really care about their community.
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And the fact that they removed their direct contact email to this really makes me see this more. People are losing money, opportunities, and jobs over this and they obviously don’t care with this many other people being ignored.^
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Itam
Yes i got suspended my account due to falsely underage for 6 days ago due to old message back in 2022, and no i'm not restricted from viewing NSFW content, its just falsely underage of 13.
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Hmm… What topic did you choose for ticket?
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Itam my ticket is #43267371
To topic about account falsely underage due to old message back in 2022 and support issues.
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but like did you choose “update my age information” orr “appeal an action taken on my account”?
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Itam update my age information
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Hmm… I chose the second one and they unbanned me after 7 days so maybe try and send a ticket about appealing an action taken on your account? Also did you include the photo of you holding a piece of paper with your nick on it and a photo ID in this ticket?
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Itam I did for almost a week, but what about 4 digits after username ? but yeah i chose to update age information because falsely underage due to old message back in 2022
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Now I'm quite confused, because I chose update my age too.
azguendare
Did you chose “update my age” or “appeal an action taken on my account”?0 -
White Mobster
I am confused as well, but it worked so might give it a try0 -
Ericlegacy550
I wrote username in both ways (new nicks and old ones with a hashtag). I guess you can use the old one (with a hashtag) as they still didn't delete this system.0 -
Hello !
I used the following stuff
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Might be the cause why all the tickets are turned solved instantly. But I've made an other demand with the previous parameters and it was turned solved too without any answer so…. idk
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Now I'm curious can they answer on my ticket or no, because is mine with “Update my age information”. And it's already 5 days gone, so I wanna be sure I need or don't need to make new one.
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Anyway, this is what I did.
My ticket is still open. 4 days, but open. Let's see how it will done. Anyway, what you think about this? Should I make new one with other settings or better just wait?
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White Mobster
Wait this out1 -
Itam
Finally, I got their feedback! But now they want another picture with better resolution around my discord nickname. I sent them back on this same ticket, hope they will answer faster than before.
At least it's TELLS that discord support is working. Goodluck to you all, people. You'll get your feedback.0 -
I was banned for being a mod in a flagged server without my knowledge at all. I never agreed to be a mod and never participated in anything I was accused of by the bot… I am still awaiting a response from the bot after several days
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That’s great to hear! I hope you will get your account back!
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Sadly, Discord will ban anyone that they think was associated with a ToS breaking server.
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well i have 5 tickets total about 8 days ago, but first only 2 tickets still open while 3 tickets as solved automatic probably by Nelly bot, it is possible until forced to stop ignoring tickets
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