If your account has been muted, suspended, or permanently banned and you believe it was a mistake, you can submit an appeal directly to the Highrise moderation team. Warnings, however, are not appealable as they are considered educational and do not restrict account usage.
To appeal a moderation action:
Common Reasons for Account Bans
Highrise accounts may be banned for violating community guidelines. Common reasons include:
Hate Speech and Discrimination: Posting hateful comments targeting others based on protected characteristics such as race, gender, or religion.
Inappropriate Content: Engaging in behavior that violates Sensitive & Mature Themes policies, such as soliciting sexual chats or content.
Scamming Activities: Involvement in activities that compromise community safety and trust.
Sexual Content Involving Minors: Highrise enforces a zero-tolerance policy for such behavior, resulting in permanent bans with no eligibility for appeal.
Open the Settings menu in the Highrise app
Tap “Help” or “Contact Support”
Select a topic related to your restriction (e.g., “Ban Appeal” or “Suspended Account”)
Provide the following:
Alternatively, visit the Highrise Support - Appeal a Ban page, click the green circle at the bottom of the screen, and select 'Contact Support' to choose 'Appeal a Suspension/Mute/Ban.'
Your username
A short explanation of the situation
Any relevant context or screenshots
Option 2: Contact Support via Email or Web
Use the registered email or an active one to contact [email protected].
Clearly mention your username and provide all required details (e.g., receipts, device model, and account creation details).
Alternatively, use the web-based support page as described in the steps above for a more streamlined process.
Important rules for appeals:
Required Documentation and Information
When submitting your appeal, prepare the following details to verify your account ownership:
The username of the banned, muted, or suspended account
Receipts of past purchases (if available) and the approximate total spent
Alternate usernames, if applicable
Location where the account was created (country, state, and city)
Device name/model used for account creation
The date of birth entered when creating the account
Linked email addresses or social media accounts (if any)
Providing this information ensures accurate verification and speeds up the review process.
Common Outcomes of Appeals
Appeal Denied
If your appeal is denied, it means the review confirmed a violation of community guidelines. Examples include:
Propositioning another user, which is considered inappropriate and makes others feel unsafe.
Posting hateful comments or engaging in scamming activities.
Appeal Upheld
In rare cases where new evidence or information is provided, the appeals team may overturn the ban. However, this is uncommon, and most bans are upheld if clear evidence supports the violation.
Appeals must be submitted within 30 days of the action (EU users may have up to 6 months per Digital Services Act)
You may only appeal your own account—third-party appeals are not accepted
Submitting multiple tickets for the same issue can delay the review process
Final decisions are not reversed unless there is clear evidence of an error
Warnings cannot be appealed as they are educational and not restrictive in nature.
Highrise enforces a zero-tolerance policy for sexual content involving minors, resulting in permanent bans with no eligibility for appeal.
Tips for better outcomes:
Be honest and concise in your message
If you acknowledge a rule violation, describe what you’ve learned and how you’ll follow the guidelines moving forward
Ensure your appeal includes required verification details like account creation area and device information, as these can expedite the process.
Frequently Asked Questions
What happens if my appeal falls outside of the review window?
Appeals submitted after the 30-day review window cannot be processed. Ensure you submit your appeal within this timeframe.
Why was my appeal rejected?
Appeals are rejected if the review confirms a violation of community guidelines. Examples include inappropriate behavior, hate speech, or scamming.
Can I appeal again if my ban is upheld?
In cases of severe violations, such as sexual content involving minors, bans are permanent and not eligible for further appeal.
How will I know the outcome of my appeal?
You will receive an email from the Highrise Trust & Safety Team with the final decision. If no new information is found to change the outcome, the ban will remain in place.
If your appeal is accepted, your restriction may be reduced or removed. Otherwise, the original penalty will remain in place.