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  Click here to go to the first Dev post in this thread.   Thread: What to do if device/account was banned

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    Senior Member princessraia's Avatar
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    Default What to do if device/account was banned




    Since there are still a lot of players that are banned in error ( DEVICE AND ACCOUNT BANNED)


    here are the things that you can do to have this issue resolved ASAP!!

    FIRST STEP: CONTACT SUPPORT

    you have two options to contact them one is to send them a regular email at SUPPORT@SPACETIMESTUDIOS.COM or you can click contact us which is on the bottom of the website page.

    now here's a tip:
    this people are busy.. so for your email make sure to remember the following:

    your ign
    your issue
    a little background of what happened.

    now make sure that you follow K.I.S.S. on your emails (keep it short and simple)

    keeping your email concise and straight to the point can help you and the support team to finish the job faster..

    avoid drama.. we know your frustrated, disappointed and aggravated..we understand.... but showing that on the email won't resolve any of your issue...

    the support team is your friend... they are assigned there for a reason and one of the reason is not to read your drama...

    make sure that your email is understandable.. if you need assistance with your email try to ask for assistance... because if your email is hard to understand the support team will have a hard time knowing you situation.. that might also cause delays... and nobody likes delays


    here's an example of an email i created when i asked for assistance (my account got banned too so i feel you guys..)

    subject: ACCOUNT BANNED

    hi good day!
    my ign is : raianezz

    I am writing this email with regards to incident last Wednesday around 11:30 AM EST when i logged in to the game it said my device was banned.

    I've played for 1 year and 2 months started last feb 2015 when lovecraft event was in place.

    I've never violated any sts guidelines.. and i strictly comply and adhere to the process. So kindly check my account and hope to hear a response from you guys soon.


    thank you so much in advance..

    --so as simple as that i got my account back there might be a delay in some but always remember that if you are confident that you follow the guidelines and you did not violate ANY OF THE RULES... you will get your account back as simple as that.

    remember STS is trying to keep the balance of the game to provide an enjoyable experience to all players they have moderators who plays the game and experience the game like we do.. so we cannot judge them that they don't know what's going on inside the game...
    PLUS most of them are very approachable just feel free to chat them just prevent ranting to them... you can give them feedback but keep your post or messages in a professional way.

    so i hope this helps and I am open for your guys feedback

    thanks and good luck!

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Default What to do if device/account was banned

    Lol there isn't really much hope if you got banned because they keep copy pasting their replies, it doesn't matter how you write the email. Even when you didn't do anything against the TOS they will say that it was their final decision and that they won't revoke the ban.

    Like this:

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by chamqion View Post
    Lol there isn't really much hope if you got banned because they keep copy pasting their replies, it doesn't matter how you write the email. Even when you didn't do anything against the TOS they will say that it was their final decision and that they won't revoke the ban.

    Like this:

    they did copy and pasted their email when they replied to me i admit that however my account was banned and as well as my device but i got them both back... so losing hope is not an option for me i did helped a couple of people too... I am just sharing what i know and what i did to help the others...

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Cool if I add you in game I recently got my acc back thanks to you


    Sent from my iPhone using Tapatalk

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by Wiz8 View Post
    Cool if I add you in game I recently got my acc back thanks to you


    Sent from my iPhone using Tapatalk
    your welcome feel free to add me

    ign: raianezz/princessraia
    Last edited by princessraia; 03-23-2016 at 10:24 AM.

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    Sweet keep up the work thanks Hun


    Sent from my iPhone using Tapatalk

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    Senior Member princessraia's Avatar
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    Default

    Name:  received_1029623033770323.jpeg
Views: 2244
Size:  15.2 KB

    this is a screen shot that i took when my account and device was banned. and honestly i was devastated at first so i sent a ticket ASAP

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Senior Member princessraia's Avatar
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    Name:  Screenshot_2016-03-23-03-56-07.jpg
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    and this is the email i got from them after 5 days..lol but i did not lose hope... so i hope you do the same

    i asked them to further investigate on my account because I am confident that i follow sts ToS and i can prove that.. and why would i share my work email to others -.-
    Last edited by princessraia; 03-22-2016 at 03:13 PM.

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Quote Originally Posted by raianezz View Post
    hi good day!
    my ign is : raianezz
    I am writing this email with regards to incident last Wednesday around 11:30 AM EST when i logged in to the game it said my device was banned.
    I've played for 1 year and 2 months started last feb 2015 when lovecraft event was in place.
    I've never violated any sts guidelines.. and i strictly comply and adhere to the process. So kindly check my account and hope to hear a response from you guys soon.
    thank you so much in advance..
    Very formal
    good job Raia
     

    And we all lag togetherrrrr, togetherrrrr

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by Ruizhe View Post
    Very formal
    good job Raia

    like i mentioned it has to be concise and in a professional manner because a lousy email may result to a lousy feedback so better make sure that if you send an email you have to be detailed and accurate.

    to prevent confusion on both side.

    at the same time i get faster response from the support team if my emails are like that because they can understand clearly my point and concern

    thanks for the feedback ruizhe


    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Very useful post, good job on you for not losing hope!

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    Quote Originally Posted by raianezz View Post
    like i mentioned it has to be concise and in a professional manner because a lousy email may result to a lousy feedback so better make sure that if you send an email you have to be detailed and accurate.
    to prevent confusion on both side.
    at the same time i get faster response from the support team if my emails are like that because they can understand clearly my point and concern
    thanks for the feedback ruizhe
    lol back when Support didn't block my email (just one day, out of the blue, after years of not emailing, they've seemingly blocked me),
    I used to just send 1-2 sentence emails. Always liked those hilarious responses from Mjolstin and Asommers

    *a couple years ago*
    Younger-Me: "Are you a robot?"
    Mjolstin: "no we are all humans here, unless you are a terminator here to alter the future of mankind! O.o "

    good times
    Last edited by Schnitzel; 03-22-2016 at 07:06 PM.
     

    And we all lag togetherrrrr, togetherrrrr

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by Ruizhe View Post
    lol back when Support didn't block my email (just one day, out of the blue, after years of not emailing, they've seemingly blocked me),
    I used to just send 1-2 sentence emails. Always liked those hilarious responses from Mjolstin and Asommers

    *a couple years ago*
    Younger-Me: "Are you a robot?"
    Mjolstin: "no we are all humans here, unless you are a terminator here to alter the future of mankind! O.o "

    good times
    omg that was hilarious i did received a response before from chad when i was helping a friend and base on his response i know he read the whole email..

    so base on their response now i really know that they are very busy... so im hoping that i dont aggravate them by sending follow ups here and there lol

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by worshiped View Post
    Very useful post, good job on you for not losing hope!
    thank you im truly hoping that i could help players to get their accounts back... because i know how it feels to lose something that you put too much effort and it sucks.
    Last edited by princessraia; 05-17-2017 at 12:51 PM.

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Does support have cake? If so they need to give me some!

    The thin line between entertainment and war
    There'll be no shelter here

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    Senior Member princessraia's Avatar
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    Quote Originally Posted by konafez View Post
    Does support have cake? If so they need to give me some!
    im not for sure cakey if they give me one i'll share it with you

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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    Hm

    Sent from my SM-G7102 using Tapatalk
    Ign: Ptcm
    A simple player that play for find Friendships

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    Quote Originally Posted by raianezz View Post
    Name:  Screenshot_2016-03-23-03-56-07.jpg
Views: 2186
Size:  81.0 KB

    and this is the email i got from them after 5 days..lol but i did not lose hope... so i hope you do the same

    i asked them to further investigate on my account because I am confident that i follow sts ToS and i can prove that.. and why would i share my work email to others -.-
    itoo got the same msg but I was unbanned (all happened within 1:30hrs)

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    big kiss for yah
    ( people who said there's no hope ! ) ofc there's hope as raia said , thanks sissy ♡

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    Senior Member princessraia's Avatar
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    wow @.@ this was last year XD but yeah like i said as long as you read TOS follow it you have nothing to worry errors may happen but if you know you did nothing then there is a chance to be reinstated. That is why there is support to file an appeal if this happens, just make sure you do follow TOS don't waste your time and supports time if you violated anything, they can actually see what you are doing

    -just saying

    two things define you. Your PATIENCE when you
    have nothing, and your ATTITUDE when you have everything.

     
    https://www.youtube.com/user/iheartnekochan

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