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"
mani - 10/28/2013

My account was suspended w/o any reason 17 oct m still waiting for There reply i made another account and today again suspended y i dont know
Alice Ly - Lucrazon - 10/24/2013

Hi Patricia! - If your zendesk ticket says it was resolved and you're not unsuspended, I would suggest opening another ticket to follow up on your original ticket. Include your original ticket number in your new ticket, and mention that you noticed that it was marked resolved, however, your issue hasn't been remedied. Hope that helps and good luck!
Patricia - 10/24/2013

I've filled in the submission form to tell them I have a problem, received the automated response, and replied to it (as there was no reason for the suspension). I've not yet received a reply, and on zendesk my request is said to be resolved, but I've not been unsuspended. Should I submit the query again, or just wait?
Alice Ly - Lucrazon - 10/21/2013

Hi Datguy - Sorry to hear that! Sometimes they get overzealous in closing tickets. I'm sure if you explained clearly in the note they'll relook at your case. Good luck!
Alice Ly - Lucrazon - 10/21/2013

Hi Shana - You're very welcome! Wait time varies depending on your situation. I've heard of cases that went for 2 weeks as well. Are you still suspended?
Alice Ly - Lucrazon - 10/21/2013

Judy - Is your account still suspended? It's largely a waiting game once you've sent your correspondence to Twitter.
john - 10/21/2013

Hello, We've found more than one request from you regarding the same issue. This ticket has been closed, and we’ll respond to your original request in the order it was received. Someone should be in touch with you shortly. In the meantime, please review the Twitter Rules for types of behavior that may result in account suspension: http://twitter.com/rules Thanks, Twitter Support http://support.twitter.com @Support
Datguy - 10/21/2013

Hey! So yesterday, I've sent one of these tickets. Then I've replied over that zendesk-site, and at the bottom, there was a box called "Please cross that this case remains solved". It wasn't solved, so I didn't check the mark into the box. Lol, after I checked it out today, there was written that this ticket has been resolved, even though I didn't get an answer and I'm still suspended. Today, I've done the same (also answered them via the email), still waiting on an answer... :/
Willem Viljoen - 10/16/2013

This is my fourth account that is suspended. I did everything. And they didn't do nothing. My accounts Is not even a day old. Then it gets suspended. ... felixv****@gmail.com
Shana - 10/15/2013

Thanks for this article, especially the part about checking the zendesk. I didn't know there was such a thing. My account has been suspended for almost a week now for no reason for about a week now, and I submitted what was requested. I know that my ticket has been processed and hasn't disappeared into the Twitter/Internet black hole. Does it usually take a week or does the wait time vary?

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