If you believe your avatar was banned by mistake, you can ask Customer Service to explain the ban and to have it reviewed. This article explains how to do that and what information helps your case.
When you log in, a message tells you why your avatar was banned, which penalty applies and when the ban or restriction ends.
You can see this information again in your in-game messages. It also appears when you open the map or try to do something a banned avatar can't do, such as building.
If a penalty is offered, you can accept it to play again sooner. Accepting the penalty doesn't mean you agree with the ban, and you can still ask for a review.
If you don't accept the penalty within 72 hours, it is applied automatically.
Change your password straight away to a unique one that only you know. Many bans for password sharing or multi-accounting happen because someone else knew or saved the password.
Open the Help Center and click Ask a question!
Choose Ban appeal and the type of ban.
Explain why you think the ban is wrong.
Only the account owner can do this. For security and data-protection reasons, Customer Service can't discuss a ban with a sitter or through a sitter. There can only be one appeal per avatar: if you are a co-player or dual and have more information, send it to the owner so they can add it to their appeal.
Give all of this in your first message, so your case doesn't wait for follow-up questions:
the game world and your avatar name
the email address of your Lobby account
the ban reason shown in the ban message
a short explanation of what happened
For a multi-accounting or password-sharing ban, also explain how you are connected to the other avatars involved, for example:
who plays each avatar, and how you know each other (family, flatmates, friends)
whether you use the same device, the same computer account or the same internet connection
whether anyone is your sitter or dual, and how they were added
For a script or bot ban, also list:
the browser add-ons, extensions and modifications you use
any third-party tools, websites or apps you have used for the game, now or in the past
whether anyone else, such as a dual or sitter, has access to your account
The account owner is responsible for everything done on the account, including actions by duals, sitters, or websites you gave your login details to.
Never send your password, not even to Customer Service.
Playing from the same home or device is allowed, but follow these rules to avoid a ban:
A shared IP address alone is not treated as multi-accounting.
Never share passwords, not even with family, and don't let the browser save them. A saved password is treated like a shared one.
Always log out before someone else plays.
If you want to help another player, use the official sitter or dual features.
Automatic resource-sharing limits apply between players who play from the same device.
More examples: Game Rules FAQ
Customer Service explains why you were banned and which rule was broken.
If you still think the ban is wrong, reply to your existing ticket and ask for a review. Except for netiquette bans, your ticket goes to the Rule Enforcement Team, and a different person from the one who banned you reviews it.
If the ban or penalty turns out to be wrong, it is changed or cancelled. If the ban is cancelled, you get an in-game message: open it and accept the unban, because it isn't always lifted automatically.
You can't check the status of an appeal. Customer Service replies by email only once there is a result, so keep an eye on your inbox and spam folder.
Don't open new tickets for the same case. Add any new information to your existing ticket. Extra tickets may be closed without a reply.
For script or bot bans, the Rule Enforcement Team shares the date, the avatar and the general type of violation, but not how the activity was detected.
Once a review has confirmed the ban and the penalty, the decision is final.
An account that has already been permanently deleted can't be reviewed.
Customer Service doesn't decide bans and can't change a decision of the Rule Enforcement Team. The full process is described in Ban inquiry escalation.
