If you think a moderation action on your account was a mistake, contact Support and ask for a review. A person on the team reviews every appeal. Sending one doesn't guarantee the action will change.
What can I appeal?
You can appeal a ban, suspension, mute, or warning (the Reminder notice) on your own account. A very small number of bans for the most serious violations can't be appealed. Other problems have their own path:
Removed or banned from one Room or World: that's the owner's decision. See Why was I kicked, muted, or banned from a Room or World?
Asked to verify your age, or limited because of your age: see Why is my account locked or restricted until I verify my age?
Locked out or hacked: see I can't get into my account.
Appeals for someone else's account aren't accepted. That player needs to appeal themselves.
How do I send an appeal?
If you can still sign in, for example after a mute or warning, open Support Center from the menu or from Settings, and choose Ban / Mute / Warn Appeal.
If your account is suspended or banned and you can't sign in, tap Contact Us on the notice, or go to https://support.highrise.game. Tap the chat button in the corner of the page and choose Ban / Mute / Warn Appeal. You'll be asked for an email address where replies can reach you. You can also email [email protected] from the email address on your account. See How do I contact Highrise Support?Fill in the details below. For a suspension, choose Ban as the appeal type.
Answer any follow-up questions in the same conversation.
What should I include?
The username of the account.
Which action you got (ban, suspension, mute, or warning) and roughly when.
What happened right before it.
Why you think it should be reviewed.
Whether anyone else uses your device or your account.
What happens after I appeal?
A team member checks your account and the action, then replies in the same conversation. Review times vary. Sending several appeals for the same action won't speed things up: extra requests can be closed as duplicates.
Will Support tell me exactly why I was actioned?
Not always. The reply may not include every detail, and the team never shares information about other players or who reported you.
Can I appeal again if my appeal is denied?
Once an appeal is answered, sending the same appeal again gets the same answer. If you have information you didn't include before, reply in your appeal while it's still open. Once a request is closed you can't reply to it, so start a new one, mention the earlier appeal, and say clearly what's new.
What should I never send?
Never send your password, Safety Lock PIN, or verification codes, and don't post photos of ID documents in chat. Don't create a new account to keep playing while you wait, since that counts as getting around the action.
How do I check on my appeal?
While your appeal is open, reply in it rather than opening a new one. See How do I follow up on a support request?