[2021] Incorrect ban, no response

Hey @KrMees,

 If you have sent in a support ticket, you will definitely be receiving a reply. Our Terms of Service (TOS) team that reviews all account actions such as this one is a bit behind currently so it is taking longer than they'd normally like to respond, however I do see see your case is still in their queue and should receive a reply via email as soon as they finish the investigation.

While I can't speak to any particular details about their findings, one thing I would definitely suggest is making sure your account has been secured. In some cases these bans can be applied if someone else gains access to the account and there's been activity from them, so making doubly sure you're the only one able to get into the account can help out. 

As to the specifics for your situation though, I'm afraid waiting for a reply from the TOS team will be the next step here. One should be forthcoming, though I don't have a specific ETA.

@Nelinhe 

In this case while the same information applies, I do see you had recently resumed the case that was sent up to our TOS team. That can pull it out of their queue and delay their investigation, so please open a new case to have an advisor place that back in the appropriate queue for you. 

If you're ever looking for a status update, just be sure to open a completely new, separate case rather than resuming a prior case to avoid further delays.

Thanks for the patience in the meantime here!

@KrMees You should be able to view a list of trusted devices here. Though that's not going to display each individual login, that would be what's available on your own profile.

As far as reaching back out to support, you're welcome to reach out to an advisor using the same method as before . There wouldn't be an alternative method as they would simply be checking to make sure that case was previously escalated up to our TOS team for review.

Just be sure that as mentioned in the last post, you're creating a brand new case to do this and simply referencing the prior case number so as not to remove that previously escalated case from the queue. 

That said, as your case is in the correct queue, really the only information an advisor would be able to provide is that it is in the right spot for our TOS team to review. Cases do not time out or expire so it would just be a matter of the TOS team getting to your place in line essentially. I realize you've already been waiting quite a while beyond that typical window but really don't have any more clear timeframe at this point I'm afraid, sorry.

You can keep an eye on your case history here which will update once they've completed the review, if you don't see their reply via email first.