[Solved] Request Unsuspension

[mayankporiya]

I hope you are doing well. I am writing to request the unsuspension of my hosting account associated with email ma**********mail.com** .

I recently discovered that my account has been suspended, but I have not received any specific information regarding the reason. I would appreciate it if you could provide details about the issue so I can address it promptly and ensure compliance with your terms of service.

Please let me know the necessary steps to resolve this matter and have my account reinstated. I value your service and look forward to your guidance in resolving the issue.

Thank you for your time and support.

Edited 6 hours ago by mayankporiya

[KazVee]

You were suspended because our Multiple Account Detection system thinks you made duplicate accounts. The first line of our Terms of Service says that users are only allowed 1 account on Tommy or Johnny. Is this the account you wish to keep?

[mayankporiya]

1 minute ago, KazVee said:

You were suspended because our Multiple Account Detection system thinks you made duplicate accounts. The first line of our Terms of Service says that users are only allowed 1 account on Tommy or Johnny. Is this the account you wish to keep?

i accidently create 2nd account i am not aware of this 1 account terms sorry for that i want this account back can you please help me out 

[KazVee]

Our signup page mentions "You may only have one account on Johnny or Tommy without prior written permission from an admin." 

And the Terms of Service, which users must read and agree to before creating an account, also mentions "Each person is allowed to have one account on Tommy or Johnny unless permitted in writing by an administrator of HelioHost."

Since you created 2 accounts, you would have seen both these warnings twice, for a total of 4 times.

If there is a way you think we can make the rule easier to read or more obvious so people actually read it, please let us know.

You also mentioned you "have not received any specific information regarding the reason" for the suspension, which we will investigate further and advise on, since emails are generally sent to users who are suspected to be in violation of the Duplicate Account rule.

In the meantime, I have unsuspended the account. It will take a few moments to reinstate so please make sure you read the Terms of Service as well as the Suspension Policy.

 

[KazVee]

5 hours ago, KazVee said:

You also mentioned you "have not received any specific information regarding the reason" for the suspension, which we will investigate further and advise on, since emails are generally sent to users who are suspected to be in violation of the Duplicate Account rule.

Just to follow up on this part: In mid-April, the multi-account detection system began emailing users who were suspected of having multiple accounts, so that users who did not read the rules had a chance to do so, and resolve the issue to avoid suspension. 

Since you created your 2nd account back in March, your accounts were suspended before the automated email functionality went live.

Please do let us know if you think of a way to make the first line of the Terms of Service stand out more so people will read it. On one hand, we have 60% of suspensions over the past year happening because users create more than 1 account, and then on the other hand we have users getting angry with staff because they have to try for a few days to create an account -- partly because of all the users who try to create more than 1 account.