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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If i have 5 tickets by accidentallyaccidentally, they will bump to the queue, and once its solved they will be clean the queue ?
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Discord disabling my account is just not good for my anxiety
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Ericlegacy550
Keep only one ticket open.0 -
Itam i did but only 2 tickets open how does it solved that, oh btw how long gonna take appeal to stop ignore
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Itam , azguendare
Greetings. My account is back. They did it without answer from Discord support, and just dropped my old password for suspicious activity.0 -
White Mobster how did they account back without answer discord support, did got disabled account for underage falsely ?
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7 days before my account was mistakenly banned, I have successfully lifted my account ban. You can only open one ticket. If you open any extra emails, you will wait in place
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2538792877 how ? did you got account back ?
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Ericlegacy550 It's quite strange, but listen: Today in 6 A.M. I got their new email message, but this email message was been about next:
“Hello, looks like your account was been disabled for suspicious activity. If you want to open it, then change the password.” And the button below that you click on and change the password
My ticket is still open, but I got my account back.0 -
White Mobster how do i reset password while disabled account but suspicion activity, and also did youaccount ggot ddisabled for uunderage about a week ago ?
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Itam azguendare if i sent 5 tickets to keep 1 tickets open remain, but i have only 2 tickets open created about 4-5 days ago, If one of the open tickets get closed, just only 1 ticket remain open when they response so could avoid of being queue.
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Ericlegacy550 Explaining again: my account was been disabled for “underage”. I wrote to support ONE ticket. In first time one of discord staff asked me about another picture, because in my first pic with my face, ID and username my username was been too blurred. I did selfie again and posted new message in my opened ticket with other picture.
After a day they just sent me a message in email that my account was been suspected in something and now I need to change my password. So I changed it and finally back my account back. My ticket is still opened, by the way.
I trying to explain it. Sounds weird, but this is whats happened.0 -
i only 2 tickets open but its been a week it should be fine with getting response ?
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Itam , azguendare hey got account back after 11 days of waiting
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hey guys i got a lot of my appeals closed by someone named jellyfish but my account still is open what does this mean
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Good to know Ericlegacy550 !! Welcome back :)
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My tickets are getting automatically resolved without ever getting a real person to respond to me
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Ericlegacy550
good to know! congrats on getting that account back!!0 -
zalgo-666
Keep only one ticket open. If every ticket is tagged as ‘solved', respond to only ONE ticket saying that your issue is still not resolved.0 -
Bentobear777
Jellyfish? That's a new thing… Is every ticket closed or is there any ticket left open?0 -
All tickets are closed by Jellyfish, the only one open is regarding a chance at downloading data and transferring to my other acc
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Hey all,
I think something is wrong. My ticket got marked as solved and no matter what I reply with it does not get it to be marked as open anymore.0 -
@azuguendare I haven't seen this post until now, but my account was hacked into by a scammer and now on deletion list because I didn't pay them. I don't know how long it will take for them to respond, the last 19 tickets I sent were closed except the 1st one probably by the Nelly bot, and I have been replying constantly on the oldest ticket (probably once every few hours to a day) I really don't know what to do, any thoughts?
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Regalfin3800
A handful of people suggest giving it some time before replying to the same ticket, cause it may put you back at the end of the queue to have your ticket dealt with. Unfortunately all you can do is create a ticket, provide relevant info, and pray that the support team actually looks at it and you don't just get handled by a bot these days.
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Blaze106 yea but what happens if the ticket isn't assigned to anyone? Like some of my other tickets were assigned to Potaro or Nelly, my main ticket isn't assigned to anyone, and only Discord responded to it, so does that mean no one will respond?
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VeuroDouture what happened to your account?
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Regalfin3800
From my experience with my tickets, I'd say you don't find out “who” was assigned until your ticket gets commented on by an account that's not yours. When activity is recorded/changed but no comment was made, that means someone opened the ticket, as to how long that person actually looked at the ticket or looked into the situation is another question that can't be answered unfortunately. I've had 4 ticket closing/marking solved situations, which were done by:
1.) Discord Trust & Safety (4 times) -→ saying no help can be given (automated response tho)
2.) Discord (2 times) -→ marked for not reading rules, being underage, etc, etc (saying things not true and not related to the ticket)
3.) Reese’s Pieces (1 time) -→ marked for not reading rules, being underage, etc, etc (saying things not true and not related to the ticket)
4.) no one (1 time) -→ was using the follow-up feature, but was marked solved nearly instantly . . .0 -
the no one ticket, was your issue fixed?
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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.
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also Blaze106 what happens if you can't mark the ticket as solved? Does that mean it's been sent to you?
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