Twitter Suspended You? Here's How to Restore Your Account

Twitter Suspended You? Here's How to Restore Your Account

Our Lucrazon Twitter account was suspended for 2.5 days. In this post, I’ll document the steps I took to get it back.

Last Tuesday night, I noticed something was funky with our @Lucrazon account when I checked it on my phone app. It had said 0 Following and 0 Followers.

Thinking it was just a blip in the app, I let it go, and decided to check it again an hour later.

It STILL said 0 on both counts.

Feeling concerned, I decided to log into the account via desktop and that’s when the notice bar on top of my page said that the account was suspended.

Here’s Twitter’s example of what it looks like since I was too concerned with appealing the suspension – 

Twitter Suspension Notice

You’ll get taken to the suspension page when you click on the link in the notice bar. Read the page carefully!

Most of the time, Twitter suspends accounts that are in violations of the Twitter Rules but they’ll also suspend for investigation if the account has been hacked or compromised. Sometimes though, it’ll be a mistake on their part.

Since I know we’re not breaking any Twitter Rules or performing any prohibitive behavior, here’s how to appeal the suspension-

1. To appeal a Twitter suspension, you’ll fill out a form that looks like this:

Twitter Appeal Form

Be sure to be courteous when filling out the description of your problem. Even if it was a mistake on Twitter’s part, your support ticket won’t go anywhere especially when it’s riddled with angry expletives or incomprehensible sentences.

2. Submit the form and wait for the reply

I submitted my appeal form at 10:09 PM PDT and got an automated reply within 24 hours.

**They will send the reply to the email your Twitter account is registered to, so be sure you check that inbox or double-check your mail forwarding settings!**

Twitter Suspension Reply 1

In the reply, it mentions that if we were suspended for aggressive following behavior, we’d get a separate email. We didn’t, and plus, we’re only following about 5-10 accounts per day.

**To be ultra-safe though, I went into our account Settings, then Apps to remove any Applications that I’m not using anymore. You’d be surprised at how many apps add up!

3. If you didn’t receive a reply, check Status of the ticket

This isn’t too clear on the website, and I only stumbled upon this by accident while searching, but you can keep track of your ticket status via their Zendesk home. If you’re already logged in, you’ll see your ticket in “Check your Existing Requests” tab.

You’ll either see a “Waiting for your reply” or “Ticket being processed” message.

If you received a “Waiting for your reply,” check your inbox immediately as they don’t copy what their response is on this page. If it says your ticket is being processed, it either means they haven’t read it yet, or are still investigating.

4. Reply back to their Response

This was my response:

Twitter Appeal Reply

5. Wait for their Reply (Again)

It took them another day to respond back to me

Twitter Final Reply

I didn’t realize that Twitter support reps had nicknames, so I was skeptical. But when I logged into my account, I did see that the suspension was lifted.

It took 2 hours for the follower and following numbers to return back to normal so there’s no need to re-follow.

It was very frustrating to wait around but at least we know that it was a mistake on their part.

If you haven’t been suspended before, take care to:

- Not follow other people aggressively (It maxes out at 2,000 per day, but just take heed in not spamming the follow button)

- Double-check what apps have access to your account and revoke unnecessary ones

- Have a strong password

Other Twitter members I’ve asked said it took 5 days to get their account back (ours took 2.5 days) so I believe the time varies depending on the severity.

Have you had your Twitter account suspended before? How long did it take to get it back?

We hope this guide was helpful! Remember to not panic and stay calm when responding back to their tickets.

Also, I've made a separate post answering some of the questions and comments I've received below in more detail here: Help! Twitter Suspended Me - Q & A Edition

Cheers!


Social Media Manager
Lucrazon

photo credit: lecates via photopin cc


268 Comments To "Twitter Suspended You? Here's How to Restore Your Account"
Alice Ly - Lucrazon - 11/14/2013

Hi Joao - Unfortunately your account may have been caught by the group suspension (like our company account was). Hopefully they can resolve your issue as quickly as possible!
Alice Ly - Lucrazon - 11/14/2013

Hi Jay - I know they were recently having technical issues with ticketing but did you respond to their message yet? Since they may have lost your original email, I would suggest copying and pasting what you wrote to follow up. Hope that helps!
Joao - 11/14/2013

I had my account suspended about 1 hour ago for no apparent reason. I'm following some 240 accounts and have 29 followers (I only started my account this Monday). I didn't do any mass spamming, didn't commit any prohibited behaviour, the only thing I do is to post 6 or 8 tweets a day, often with links or re-tweeting. I wrote to them about this and I'm still waiting for their answer. Given how quickly things happen on Twitter, a 2 to 5 day delay in restoring an account which was suspended by accident is very long.
Jay - 11/14/2013

Hello. I have a question again. Twitter replied to my email but the said this; "Hello, We apologize for the inconvenience, but we experienced technical difficulties with our ticketing system during the time in which you filed a request for assistance. If you're still experiencing an issue, please reply to this email with your original message, and we'll do our best to help. Again, we are very sorry for any trouble this may have caused. Thank you, Twitter Support" What exactly did you wrote on your ticket? It's been a week since twitter last message
Alice Ly - Lucrazon - 11/13/2013

Hi Clare - That's odd! Your account should have been restored if they closed it. But since they didn't, do you still see the notification bar at top asking you to appeal the suspension?
Clare S - 11/13/2013

Thanks for the link to Zendesk. It's strange for me though, my account was suspended and I sent the ticket to appeal since I had not done anything against the rules (not even following many people!) I almost immediately got an email response, as shown in your second picture, which I replied to very quickly. But now when I look on Zendesk it says that my request status is 'closed' but my account has not been restored. Does this mean that they will ignore my email? Any input would be greatly appreciated! Calre
Alice Ly - Lucrazon - 11/11/2013

Hi Sheena - I would suggest waiting a bit longer for a Twitter reply back as I'm sure they get a lot of requests. Hope they get back to you soon!
Alice Ly - Lucrazon - 11/11/2013

Hi yingqian - How long has it been? Did you check your Zendesk to see if your ticket was still open?
Alice Ly - Lucrazon - 11/11/2013

Hi Mich - Thank you for sharing your experience! Glad you got it taken care of :)
Alice Ly - Lucrazon - 11/11/2013

Hi Jay - Are you unable to respond directly to Zendesk at the Zendesk site? Have you tried via your regular email inbox when they send the copy? Even during suspension, they will let you appeal the notice via the form. Let me know if you have additional questions, thanks!

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