Why is my account suspended? (SWS)

If a user writes in regarding an account suspension, start by checking into their account to see the suspension reason and duration of the suspension

1. Warning Only- The user will need to watch a violation video, answer a short quiz and agree to our Terms of Use.
2. 24-Hour Suspension- The user will need to watch a violation video, answer a short quiz, agree to our Terms of Use, and then their account will remain suspended for 24 hours
3. 72-Hour Suspension- The user will need to watch a violation video, answer a short quiz, agree to our Terms of Use, and then their account will remain suspended for 72 hours
4. Indefinite Suspension- The user is permanently banned, no chance of reinstatement.

We do not have a way of bypassing these steps, so if a user pushes back on the warnings, please inform them that these steps are required for reinstatement.

If the user is banned indefinitely, please inform them accordingly. 

• If they push back, you will escalate the case to the Appeals Queue.

If ever you see an account where the suspension note contains something along the lines of “Please escalate to me if the user writes in” DO NOT respond to the user, just escalate the case to the agent who left the admin note.