[2022] Roxx, please save us from this unfair auto-suspension

Appreciate all of the reports – we are looking into this with the Customer Support team to see what is going on and if there are any updates I can provide.

In the meantime, for those who haven’t, please submit a ban appeal with a ticket through our Customer Support site: Appeal a ban - Support | Amazon Games I know this process is often frustrating, but it is important to file a ticket to have on record, and please keep in mind that because I am not a member of the CS team and do not have support tools at my disposal, I cannot individually look into player accounts, information, or change the status of any bans directly.

We are still investigating this, but we have found that a number of the recent bans that happened around this time are tied to players buying keys from third party sites and sellers. I know this will not be every individual’s specific case, but I do want to call out for anyone who may not know that buying Lost Ark keys should only ever be done directly through Amazon or Steam – many keys that are sold/purchased through third party sites are fraudulent, and these kinds of sellers are not official or approved on our end, so it is not worth taking the risk wind up involved in fraud.

Please re-read my above message: “I know this will not be every individual’s specific case.”

I have stated the exact opposite of claiming that all players in this thread have done this. However, this is part of what CS investigations have revealed surrounding some of the incoming bans, so I want to provide an update and warn players who may not know away from doing this.

Hey everyone — first off, thank you for your patience as we sorted this out. The team has investigated this situation thoroughly, and I want to provide an update and some context for everyone.

There were a number of accounts suspended in this timeframe as a result of one of our speed hack detection programs. While almost all of these bans hit real speed hackers, it appears that the program did flag some lag/connection issues as speed hacks, which lead to a small number of player being banned as false positives.

Involved accounts should now be unsuspended, and if you were caught in this ban wave, we want you to know that there will be no strike against your account, and no repercussions. We apologize for any stress or confusion this may have caused, and we are working hard to shore up our cheating detection tools to both crack down on bots and prevent situations like this from happening in the future.