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"
FARRELLFLOURNOY - 08/09/2013

My account was suspended with no reason. I was never logged in I had problems with sending I had to go to Google to get my account
Alice Ly - Lucrazon - 08/06/2013

Hi Bogar - Wow! That might be the fastest suspension I've heard about. I hope it gets sorted out soon! Hi Tessy - Did you follow the instructions Twitter gave you?
TESSYHANNS - 08/05/2013

PLEASE I NEED MY ACCOUNT BACK AM BEGING YOU IN THE NAME OF GOD
Bogar Ardiansyah - 08/05/2013

Hi Alice, I'm new to twitter and I got my account suspended today. The funny thing is I just create this account yesterday (last night). I didn't do anything since last night except for following some famous folks in the initial page (getting start page or anything like that) when it ask you to follow at least 5 people. And I do just that. Didn't use any app or automate software or anything that violate the TOS. I've received the reply and already writing in again. Let see what happen next :)
Alice Ly - Lucrazon - 08/01/2013

Hi Stephen - Apologies but I'm not sure I understood your question?What was it that you couldn't find? The zendesk link is this - twitter.zendesk.com/home but you have to be logged into your own account to view your own tickets. Did you also follow their instructions for the appeal? It should be at the very top of the page where there's a notice bar saying your account has been suspended.
Stephen - 08/01/2013

I've been suspended without reason. Made a new account and been suspended there also. I've followed the link and also tried searching zendesk. You guys seem to have used it as recent as a few days ago, why can't I find it? Thanks
Alice Ly - Lucrazon - 07/26/2013

Hi Krissy - What was the response they sent back? Usually it's an email asking if you understood the rules and whatnot. If your situation doesn't change in a couple business days, then I would send another email since once they close a ticket, they don't go back to it anymore. I'd ask them politely if they closed it by accident, if they're still investigating etc. Hope that helps!
krissy - 07/26/2013

I submitted the appeal and got a response back. but now on zendesk it says the case is closed and solved. but my account is still suspended and I never got another email back. im not sure if I should send another email or just wait.
Alice Ly - Lucrazon - 07/25/2013

Hi Justin - Yes, the Zendesk location is fairly secretive. Perhaps, they want users to stress out! And their email to you actually said "aggressive following?" That doesn't seem right for your situation. Hopefully they'll respond back to you soon!
Justin - 07/25/2013

Suspended today. Still no idea why. Have sent in a couple of unsuspend requests, but no reply yet. Thanks for the zendesk location. nice to know I can at least see if they are still "working" on the issue. How ironic they call their Help Desk the "Zen Desk". Nothing very zen about causing this kind of stress for people by randomly suspending accounts. Was following 13 people and had 3 followers. Account suspended for "aggressive following" REALLY!

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