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 - 11/11/2013

Hi St. Hede - I agree, it'd be great if Twitter was a bit more clear in their suspension reasons, then people wouldn't worry about getting suspended again!
sheena - 11/11/2013

Hi:) Can you help me i didnt recieve a reply since yesterday.
yingqian - 11/11/2013

hi... but account got suspended and i did what you did too but after i reply them (step 4) I got no more response from them... i didn't break any rules as i only started twitter for like 2 days and i got suspended. Please help
Mich - 11/11/2013

I got suspended for posting unrelavent tweets to a trending topic and they responded immediately. It took less than two hours. They just warned me that if i did this again it would result in permanent suspension. (sorry for any spelling errors).
Jay - 11/11/2013

Excuse me, but I have followed all the steps you posted. But same thing I replied to their reply via email but it says error. How can I mail Zendesk if I have no twitter account. If I do make another account would it be possible? And what will I say to Zendesk? Thank you for the help. I would be glad if you reply ASAP.
St. Hede - 11/08/2013

You know what sometimes it takes a legal action and a quantifying factor, because for some people this is there business and a down time or just as bad a suspended message posting alludes to a certain business image especially if your a new small business. Before they suspend an account they should notify the account holder and give there reasons and not a platorium of possibilities for you to think which one might you be guilty of. I say for all of those whom this has happen to or is happening to now, join me in a launching a law suit, if its possible; to bring some kind of awareness and responsibility on twitters behalf and the thing is Twitter just went IPO yesterday. That is a crying shame, this is what happens when you get to big to fail, like Goliath you get snapped by a up and new comer. For a company like Twitter to be so irresponsible is, in the words of Charles Barkley; "HORRIBLE!!". PLEASE JOIN ME IN A FIGHT AGAINST THIS FROM CONTINUING TO HAPPEN!
Alice Ly - Lucrazon - 11/04/2013

Hi jon - It looks like your error message is the same as Paula's. Can you try directly replying to the message from the Zendesk area?
Alice Ly - Lucrazon - 11/04/2013

Hi Paula - Are you replying via email from your inbox or from the Twitter website? If you're replying via email, try to go to the Twitter/Zendesk area and reply directly from there? Hope that helps!
Alice Ly - Lucrazon - 11/04/2013

Hi KJC - Sorry to hear your account is still suspended! The notice bar on top of your account when you log in should allow you to contact Twitter once more to open up a ticket. Do you see the notice bar at top?
jon - 11/04/2013

Hi, when I responded to the email from twitter I got a message saying "Delivery failed." Do you have another email address you can recommend sending a reply too? Thanks.

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